Job Description

Job description

Job Title Assistant Vice President Operations

Open Positions: 01

Business Corporate Actions

Location Kuala Lumpur, Malaysia

GCB: 5

Recruiter: Anthony Lim

Why Join US?

Purpose of Department

Custody Operation - Corporate Actions

Securities processing demands the delivery of a highly professional Customer focused service with a continuous drive for improvement in terms of both service and cost effectiveness.

The challenge of the business is to work under different parameters including multiple time zones, flexi-shift, different systems, practices and processes and a uniqueness of work culture/environment inherited from the migrating countries. The nature of the Corporate Actions service provided and the extent of the delivery of the services are such that processing delays or errors will almost inevitably result in serious losses to the Group or poor customer service. The maintenance of a high level of internal control is essential to minimise these risks and maximise process security.

The job holder is responsible for implementing Company strategy and rollout effectively to teams in order to achieve the common goal of the Company. Identify a broad inter-team goal that extends beyond the boundaries of either team to create a unifying factor. Responsible for cultivating the spirit of teamwork, staff's sense of belonging and effective communication that leads to continuous improvement in productivity and quality. The job holder is responsible for capacity planning and generation of MI across the section for business and GSC management. She/he is given the autonomy to manage the business and foster continuous improvement in cost efficiency and customer service within a board constraint. Responsible for maintaining a climate in which creativity thrives and in which processes and productivity are continuously improved.

What you'll do?



Leadership and teamwork

• Effectively drive and manage change to achieve business goals (eg. process improvements/changes in procedures)
• Plan and promote Band Progression to meet Business requirements and Staff expectations.
• Lead by example through service excellence and driving quality initiatives for improved Customer Satisfaction.
• Drive staff development through soft skill training, personal development plans and performance management reviews. Reward and recognise service excellence and keep high staff morale through 'Celebrating Success'.
• Strike balance among task, team and individual to inspire and influence staff to bring out their best.
• Motivate and develop team members to meet business objectives - advice and guidance is given in a constructive manner and supported by appropriate evidence.
• Ensure team inclusive Managers are briefed and made aware of individual/department performance achievements/ targets in a timely manner.
• Develop staff to achieve business objectives and achieve individual potential, sharing knowledge and experience and providing assistance on referred issues.
• Create an environment where skills and knowledge is openly shared to achieve department and business goals.
• Ensure performance management scheme is implemented in line with procedures across sections consistently.

Customer service and problem resolution

• Set an example in 'Leading to be Customer driven' by implementing effective customer feedback mechanisms and monitoring 'Service Quality' of the section to ensure high Customer Service Standards.
• Drive rigorous and customer centric Quality Campaigns and initiatives to increase Quality awareness in the team.
• Recognise, reward and set high internal service excellence benchmarks to ensure customer satisfaction.
• Problem situations are proactively identified and resolved to give maximum customer satisfaction and escalated where necessary. Appropriate measures are taken to improve quality and prevent recurrence.
• Establish and maintain effective relationship with business areas and identify areas of service improvements.

Operations

• Review Contingency requirements on a periodic basis and invoke relevant business recovery measures as necessary. Carry out effective Operational Risk Assessment by monitoring and implementing risk mitigating plans.
• Plan for effective cross training taking into account the Global Contingency requirements, Staff Banding progression and Operational requirements and striking a balance among them.
• Ensure 'Knowledge retention' in the section by reinforcing concepts through continuous staff training. (To address the effects of attrition)
• To smoothen the impact of erratic workflows through effective capacity planning, leave management and process prioritisation.
• To have a tight control on Operational losses, potential frauds through strong internal audit and staff feedback mechanisms.
• Work is organised and processed/completed within agreed timescales. Ongoing monitoring and review of workflow and priorities are in accordance with procedures.
• Process productivity and quality targets are set, monitored and achieved to ensure optimum resource utilisation and achievement of business objectives and customer SLA's.
• Procedural changes/new initiatives are reviewed, fully communicated to and implemented by the teams under control.
• Effective communication with peers in terms of best practice sharing to ensure that optimum use of resource is made across the sections and that a robust cross training plan is in place to multi skill operation teams.

Process improvements

• Processes are regularly reviewed to identify improvements that will enhance operational and financial effectiveness.

Management information

MI and other business data requirements are completed accurately and supporting statistics/reports/returns are presented to business/management within agreed timescales

Requirements

What you will need to succeed in this role?

Skills/Experience Required

Knowledge

• A post-graduate diploma or degree in any discipline. Higher qualification not a bar provided aspirations commensurate with the position
• Knowledge of custody, securities services or Asset Servicing
• Ability to read, write and converse in Mandarin language would be an added advantage

Experience

• At least 5 years' experience in management role(s) with exposure to people management, projects, migrations and risk management
• Prior experience in managing Asset Servicing teams is highly desirable
• Exposure to back office processing within a financial institution or shared services environment

Skills

• Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals with strong organisation and planning skills along with the ability to handle capacity and MI reporting
• Ability to build and maintain relations with business units, key stakeholders and continuously give feedback by stringent follow up on service level agreements
• Evidence of strong analytical, statistical and data mining skills to study trends, make projections and to interpret numeric information.
• Evidence of strong operational decision making and be able to provide analytical support to the teams
• Experience of successfully managing and developing a team in a previous role
• Evidence of process management skills with an ability to initiate process improvements
• Initiate cost control measures by achieving resource efficiency and managing overheads

What you will need to succeed in this role?

Additional Information / Specific Skills (If Any)

• Knowledge and experience on Asset Services events is highly desirable
• Mandarin language proficiency is an added advantage
• GHSS, Bancs, GCS, AWD, BPM, SME and GMG systems experience and knowledge is preferable

• submit hard copies of their last 2 appraisals directly to the hiring manager once they are shortlisted for the role.
• All applications should be submitted via Career link latest by 11.59pm on the closing dat

Link to Candidate User Guide:

You'll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role."

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