Job Description

Job description

Why join us?

Some careers grow faster than others.

If you\xe2\x80\x99re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC. Global Finance is integral to HSBC\xe2\x80\x99s purpose and strategy, playing a valued role in managing costs and deploying capital in the most effective way. Our global team of finance professionals partner with the business to provide trusted insights and forward looking analysis; accuracy; efficiency and control to frame and influence business decisions. We are currently seeking a high calibre professional to join our team as a Global Support Executive.

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All Securities Managers are required:-

• To maintain HSBC Internal Control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
• To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant Compliance Department. The term \xe2\x80\x98compliance\xe2\x80\x99 embraces all relevant laws, rules and codes with which the business has to comply within India and in relation to the countries migrating work to the assigned GCS.
• To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies.

The Opportunity:

• Securities services demand 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, 24 hour flexi-shift, different systems, practices and processes and a uniqueness of work culture/environment inherited from the migrating countries. The nature of the corporate action services provided and the extent of the delivery of the services is 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.

Leadership and Team work:

• Effectively drive change to achieve business goals. (eg: process improvements/changes in procedures)
• Lead by example through service excellence and driving Quality initiatives for improved customer satisfaction.
• Drive personal development plans and performance management reviews.
• Reward and recognise service excellence.
• Strike balance among task, team and individual to inspire and influence others to bring out their best
• Motivate team members to meet business objectives.
• Create robust team environment where skills and knowledge is shared to achieve team and business goals.
• Knowledge and experience is shared with team members, providing assistance on referred/technical issues.
• Progress reviews on performance are undertaken within agreed timescales. Advice and guidance is given in a constructive manner

Customer service and problem resolution

• Monitoring \xe2\x80\x98Service Quality\xe2\x80\x99 of the team to ensure high Customer Service Standards and drive rigorous customer centric quality Campaigns/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, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence.
• Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer and customers are kept fully informed of progress.

Operations

• Ensure daily operational efficiency by overseeing and close monitoring of the operational processes and workflow, market specific requirements/procedures and performance of various systems in securities processing.
• Monitor the process productivity to ensure quality targets are achieved. Issues/problems are fully analysed and resolved or escalated. Appropriate action is taken to prevent recurrence.
• To acquire a broad understanding of the corporate action processes and to keep abreast with the latest developments in the assigned markets on the rules & regulations by the regulators, stock exchange and etc that may have implication to the daily corporate action processes.
• To have a tight control to prevent any operational losses by establishing methods and check points to scrutinise exceptions/errors and to prevent potentially fraudulent situations through strong internal audit and staff feedback mechanisms.
• To smoothen the impact of erratic workflows/volumes through effective capacity planning, leave management and process prioritization by allocating/reallocating resources across the various markets.
• Ensure \xe2\x80\x98knowledge retention\xe2\x80\x99 in the section by reinforcing concepts through continuous staff training and cross training across the various markets. (To address the effects of attrition).
• Procedural changes/new initiatives are fully communicated to and implemented by the team. Team members consistently maintain a high level of customer service by achieving established SLAs.
• To co-ordinate and assist the management team while initiating business recovery measures.
• To monitor Operational Risks and implement risk mitigating plans.

Completion of records and Management Information

• Management Information, other required data and communication are completed accurately and supporting statistics/reports/returns are presented within agreed timescales.
• Maintain equipment, systems and general work environment in good condition and ensure that issues/problems are investigated/resolved immediately or escalated to Line Manager
• By addressing any areas of concern in conjunction with line management and/or the appropriate department.

Housekeeping

• By adhering to the Group\xe2\x80\x99s agreed processes / procedures \xe2\x80\x93 achieving a satisfactory Audit report.
• To continually reassess the operational risks inherent in the business taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
• To implement Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term \xe2\x80\x98compliance\xe2\x80\x99 embraces all relevant laws, rules and codes with which the business has to comply.

What you\xe2\x80\x99ll do:

• The jobholder works within the regulated environment and must comply with all the Group\xe2\x80\x99s approved policies and procedures. The jobholder is expected display initiative and exercise considerable judgment at all times to ensure that opportunities for improvements and recommendations for business and operational performance changes are identified/evaluated/explored in order to achieve higher efficiency and productivity (operational and financial objectives) on a continual basis.
• The jobholder is expected to protect the Group\xe2\x80\x99s assets & liabilities by close monitoring of operations to ensure resources applied are in line with approved policies, procedures and relevant guidelines. To establish check points to scrutinise exceptions and prevent potentially fraudulent situations. To ensure daily operational efficiency by monitoring operational workflow, systems and procedures (may be responsible for other functions/Sections/Department too). Identify problems and recommend improvements on the service quality. To resolve day-to-day problems based on well-reasoned judgment. The jobholder is required to make decisions on a regular basis without reference to superior.
• Improve productivity and profitability by making effective use of available resources and to ensure the agreed service standards are met. Contribute to the development of subordinates by providing regular coaching and counseling and monitoring the staff competency/multi-skilling.
• To make decisions, identify and resolve complex process related queries on a day-to-day basis. Team capacity planning and generation of MI for business and GSC management. Responsible for maintaining a team climate in which creativity thrives and in which processes and productivity are continuously improved.

Requirements

What you will need to succeed in the role:

Knowledge

• A post-graduate diploma or degree in any discipline. Higher qualification not a bar provided aspirations commensurate with the position
• Extensive E2E Knowledge on Corporate Action and Funds is a mandatory requirement due to the complexity of the process itself.
• Must have experience in handling AWD, GHSS and A&V platform applications.

Experience

• At least 12 months in a supervisory role, with exposure to appraisals, counseling, team building, and staff development.
• Experience in Securities processing environment.
• Possess relevant Securities background and knowledge - at least 18 months of Securities experience.
• Those who have IAQ qualifications will have an advantage.

Skills

• Ability to speak and understand English fluently, write business letters and reports, and have good conversational / telephone skills.
• Ability to learn quickly, transfers knowledge appropriately, understand and interpret numeric data. Evidence of good analytical, statistical and data mining skills to study trends and make projections. Production management skills and ability to initiate process improvements.
• Leadership skills, with ability to build rapport with, relate to and effectively develop a wide range of people

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.

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