Job Description

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 Global Support Executive.

Responsibilities:

To investigate breaks/exceptions on Foreign Exchange and Precious Metals transactions for HBAP including identifying causes of breaks and taking necessary steps to resolve. Staff will have to work with counter parties, or other group employees as well as liaise with Relationship Managers for retail customers. Individual needs to have eye for detail, drive, passion for such work, and be a self-starter. Excellent spoken and written English is critical for success in the role.

• To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified SLAs.
• Responsible for rapport building and resolving customer inquiries in a professional manner.
• Acquire and update knowledge on procedures related to processes.
• Process work as requested by line management / customer. Ensure that work is completed in accordance with established procedures and standards.
• Work well independently, complete assigned tasks within established timeframe, and complete regular assignments without reminders or additional requests.
• Work productively and professionally. Demonstrates ways to improve customer service and increase productivity.
• Participates in team meetings, activities, promotes team spirit.
• To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators, accompanied by the appropriate internal control standards relevant to the role.
• To implement the Group Compliance Policy, as applicable to the role.
• To be aware of the Operational Risk that associated with the role, and to ensure that all actions during the employment with HSBC take account of the likelihood of operational risk occurring.

Impact on the Business/Function

• Work is processed and completed within time scales in accordance with procedures.
• Process productivity and quality targets are achieved, and high level of customer service maintained at all times. Issues / problems are fully resolved or escalated, as appropriate. Appropriate action is taken to prevent recurrence.
• Procedural changes / new procedures and changes implemented are fully familiarized and implemented.
• Management Information (MI), other required data, and communication are completed accurately in the prescribed manner on a timely basis to support performance statistics / reports / returns.
• Identify own development needs and seek out appropriate training / guidance / development in order to achieve business goals (e.g.: productivity / accuracy improvements in process).
• Actively participating in cross training to meet the contingency needs of the process.
• Actively participating in cross training plans within team / process and across department in order to ensure that process and department have sufficient contingency.
• Exhibit ownership over tasks performed and business.

Customers / Stakeholders

• Provide service excellence and drive quality of work for improving customer satisfaction.
• To meet or exceed internal service excellence benchmarks to ensure customer satisfaction.
• Problem situations are proactively identified, resolved, and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence.

Leadership & Teamwork

• Self-development through soft skills training, personal development plans and performance management reviews.
• Strive to meet business objective of enhancing self-ability.
• Create robust, friendly and accepting environment where skills and knowledge are shared and differences are used as platforms to greater understanding, in order to achieve team and business goals.
• Awareness of individual and departmental performance targets, objectives and achievements.
• Knowledge and experience is shared with team members, providing assistance on referred / technical issues.
• Progress reviews on performance are undertaken within agreed time scales, and positive action taken on advice, feedback and guidance, in a constructive manner.

Operational Effectiveness & Control

• To continually assess operational risks associated with daily work and risks inherent in the business taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructuring and the impact of new technology.
• Identify ways for improving service / adding value / reducing costs in line with business goals.
• Encourage and support initiatives originating within team for implementation and recognition.

Requirements

What you will need to succeed in the role:

• Working hours will be primarily Night Shift ie., 8.00 PM to 6.00 AM EST (US hours)
• Experience in Securities/ Foreign Exchange & Money Market or Derivatives would be an advantage
• A degree in accounting/finance/management/business administration. Higher qualification not a bar provided aspirations commensurate with the position.
• Work experience in Treasury is preferred though not necessary. Experience not a bar provided aspirations commensurate with the position
• Ability to speak and understand English fluently.
• Ability to write business letters and reports
• Good conversational/telephone skills
• Ability to learn quickly and transfer knowledge appropriately
• Ability to understand and interpret numeric data
• Minimum, basic computer knowledge
• Flexibility to work shifts
• Ability to build rapport with and relate to a wide range of people
• Ability to maintain focus while working with voluminous data
• Ability to multi task
• Committed to equal employment opportunities

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 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.\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***

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