Job Description

Job description

Group Entity: GBM

Role Title Global Support Executive

Current Global Career Band: 8

Open positions:1

Location: Malaysia

Recruiter: Rebecca

Why join us:

Role Purpose (overall high level summary of the role)

The job holder is responsible to support Hong Kong Emerging Markets Rates confirmations queue's such as Affirmation & Chasing and Indexing & Matching confirmation for the relevant product. Candidate will need to be able to converse in Mandarin/Cantonese language to support the Hong Kong client. Ensure risk is mitigated for affirmation & matching of confirmations with a timely & accurate processing of work. Ensuring Group standards (F.I.M.) and SOX compliance are adhered to at all times and Best Practice Guidelines are followed wherever possible. Other responsibilities are dependent on process changes and may need to be taken up on ad-hoc basis.

What you will do:

Principal Accountabilities: Key activities and decision making areas Typical Targets and Measures

Impact on the Business/Function

• Effective management of process issue and reporting and ensuring timely escalation of issues with appropriate resolution
• Quality and productivity is monitored and achieved
• Improve efficiency by regular review of existing processes and refinement/amendment thereof wherever appropriate.
• Ensure all MI's are produced and trending analysis review is performed accurately.
• Ensure all outstanding confirmations KPI/KRI are monitored daily basis with prompt and timely escalations of issue when it's identified.
• To be aware and understand the factors involved in the risk exposure for the Front Office and Operational Areas and to actively reduce that risk where possible
• Ensure a robust Business Contingency plan is in place with testing conducted to ensure the effectiveness of the plan and model in place

Customers / Stakeholders

• 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.
• Customers are kept fully informed of progress.
• Periodical MI submitted accurately and in line with customer and business needs.

Leadership & Teamwork

• Lead and motivate the team in a challenging environment along with meeting the business objectives
• Career Path and Development plan are created and reviewed with the team with a robust follow-up with the directs
• Identify strengths and development areas to develop the individuals along with using the Capability Framework during the review sessions.
• Supporting by participating in the initiatives undertaken by the management, HDPM & Group

Operational Effectiveness & Control

• To ensure all tasks are processed in compliance with and completed within the time limit set by the Group standards (F.I.M.), Best Practice Guidelines, and any other departmental instructions, if applicable.
• To maintain high standards of support in good quality for the HBAP Confirmations in respect of the incoming confirmation processing, such as indexing & matching, confirmation chasing, trade affirmation (with financial institutions) and drafting of outgoing confirmation.
• To actively monitor and prioritise all tasks within your role to ensure they are all completed in a timely and accurate manner.
• To be aware and understand the factors involved in the risk exposure for the Front Office and Operational Areas and to actively reduce that risk where possible
• To improve efficiency by regular review of existing processes and refinement/amendment thereof wherever appropriate.
• Assists line manager/supervisor with managing day-to-day operations and trains peers as needed.
• To handle ad hoc duties as required within the team.
• Ensure that internal information security standards are met in the scope of the role
• To ensure SOX compliance is fulfilled and SOX training is attended.
• 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 'compliance' embraces all relevant laws, rules and codes with which the business has to comply within Hong Kong and in relation to the countries migrating work to the assigned GSC

Major Challenges (The challenges inherent in the role that require a continual test of the role holder'sabilities)

• Work independently, productively and professionally, where assigned tasks are completed within established timeframes, regular assignments are completed without reminders or additional requests, continuously improving customer service and productivity.
• Able to multitask and work possibly under a challenging environment with tight deadlines to be adhered to.
• A high level of engagement needs to be maintained with various Operations stakeholders. The ability to work in an organized manner with close attention to details while remaining people focused is critical.
• People engagement needs to be maintained at the highest level along with the involvement in processes related projects and day to day job.

Effectively mitigate identified Operations Risks and exhibits ownership of task.

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

The role demands for a person who is a self-starter with excellent communication both written and verbal as person will be working with various stakeholders both from internal and external customers at a global level. The role also requires a person with flexibility towards working hours and adaptable to the changes being implemented.

The job holder will generally be guided by the instructions from his/her line manager. However, a level of independent thought and taking the initiative is preferable & expected from job holder. A must to be able to work under a team environment with a passion to manage and lead a team of people.

Management of Risk (Operational Risk / FIM requirements)

The jobholder will also continually reassess the operational risks associated with the role and 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.

This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.

Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Observation of Internal Controls (Compliance Policy / FIM requirements)

• Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
• All relevant internal and external policies: FATCA, Global Standards, Anti-Money Laundering, Financial Crime, Sanctions.

Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget)

Work for the Emerging Markets Confirmations process with other responsibilities dependent to the process.

Requirements

What you will need to succeed in the role:

Knowledge & Experience / Qualifications (For the role - not the role holder. Minimum requirements of the role.)

• University Degree and/or specialised external qualifications (e.g. CISI Investment Operations Certificate) preferably in banking, finance or securities and investment.
• Experience in a banking or financial services environment, including at least three years' experience in an operational or technical training role is preferred.
• Knowledge of Global Banking and Markets business, products and work flows is preferred.
• Prior experience in delivering business / technical training is preferred (either as a subject matter expert or process trainer)
• Strong communication and interpersonal skills, particularly listening and questioning skills
• Leadership skills, with ability to build rapport with and relate to and effectively develop a wide range of people.
• Ability to learn quickly and transfers knowledge appropriately, understand and interpret numeric data.
• Ability to write and design content concisely and clearly
• Ability to organise self and multi-task to demanding timelines
• Literate in Bank standard desk-top applications (e.g. WORD, EXCEL, POWERPOINT, WEBEX)
• Ability to adapt to variable working shift hours to support training on demand for the business time zones supported
• A MUST in ability to speak and understand Mandarin/Cantonese Language with good conversational/ telephone skills.

Link to Candidate User Guide:

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Go to the below link and type "IND GSC: IJP Applicant User Guide" in search bar.

You'll achieve more at HSBC

HSBC is 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.

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."

***Issued By HSBC Electronic Data Processing (Malaysia) ***