Job Description

"The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we\xe2\x80\x99re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have." Some careers shine brighter than others. If you\xe2\x80\x99re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions. We are currently seeking an experienced professional to join our team in the role of Assistant Vice President. Responsibilities: 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 \xe2\x80\x98Celebrating Success\xe2\x80\x99.
• 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 \xe2\x80\x98Leading to be Customer driven\xe2\x80\x99 by implementing effective customer feedback mechanisms and monitoring \xe2\x80\x98Service Quality\xe2\x80\x99 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 \xe2\x80\x98Knowledge retention\xe2\x80\x99 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 Service Level Agreement (SLA\xe2\x80\x99s).
• 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

• 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
W What will you need to succeed in this role?

• 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
• At least 5 years\xe2\x80\x99 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
• 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
• GHSS, Bancs, GCS, AWD, BPM, SME and GMG systems experience, and knowledge is preferable

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised. The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role. You\xe2\x80\x99ll achieve more when you join 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.\xe2\x80\x9d Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. ***Issued by HSBC Electronic Data Processing (Malaysia) Sdn Bhd***