Manager Operations

3 weeks ago

Kuala Lumpur, Malaysia HSBC Full time

-Job description

**Why join us?**
This department is responsible to analyse the corporate actions swift and documents received from agent or registrar and to broadcast it to the client. An accurate broadcast is required in order for client to manage their entitlement projection and to elect on any options provided by agent on the respective CA event.

Apart from notifying the client, the team is also responsible in ensuring client’s entitlement has been processed on Pay Date in accordance to CASS rules. Any discrepancy will be investigated with the respective agent or registrar in order for payments to be made accurately to the client.

Aside from ensuring payments are made on timely manner, the team will also investigate on any cash or stock breaks allocate to the team. They will need to identify if the cash or stock breaks are related to any Corporate Actions events and to notify the processing team to make the payments to the clients.

**What you’ll do**:

- 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 Assistant 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.
- Supporting the initiatives undertaken by the management, HSS, HDPM and Group
- Processes are regularly reviewed to identify improvements that will enhance operational and financial effectiveness.
- Devise and analyse MI requirements/processes to ensure the tracking mechanism is reflective of the current business activities and its ability to measure the GSEs performance across different market with different level of experience.
- Ensure that other business data requirements are completed accurately and supporting statistics/reports/returns are presented to business/management within agreed timescales.
- 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 and regulations by the regulators, stock exchange and etc that may have implication to the daily corporate action processes.
- To plan for allocation/reallocation of resources and process prioritization across the various markets within Corporate Actions to smoothen the impact of erratic workflows/volumes and leave management by ensuring that a robust cross training plan is in place to multi skill operation teams.
- To plan for standardization of corporate action processes by sharing the best practices across the various markets with the aim to enhance cost effectiveness and efficiencies.
- To ensure control measures/checkpoints are established to scrutinize exceptions/errors to prevent any operational losses and reviews on these measures are constantly performed. Procedural changes/new initiatives are reviewed, fully communicated to and implemented.
- To ensure strong internal audit and staff feedback mechanisms are in place to prevent potential frauds/losses.
- 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)
- Process productivity and quality targets are set, monitored and achieved to ensure optimum resource utilisation and achievement of business objectives and customer SLA’s
- 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.
- To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any
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

Experience
- At least 3-5 years’ experience in a management position with exposure to appraisals

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