Global Support Executive

6 months ago

Kuala Lumpur, Malaysia HSBC Full time

-Job description

**Why join us?**

Asset Servicing covers all Mandatory and Voluntary Corporate Action processing for Equity and Fixed Income products, inclusive of Claims for multiple balance sheets across multiple business location

**The Opportunity**
Requirements

**What you’ll do**:
**Principal Accountabilities: Key activities and decision making areas**

**Customers / Stakeholders**
- HSBC offices globally
- Various Custodians and Agents Globally
- Internal customers within the various locations in UK/ Hong Kong/ France as a whole.
Support multiple business lines per below:

- EQ - Proprietary trading and Prime Finance including cash equity, stock lending and SWAPs, Delta 1 and CFDs.
- FI - including proprietary trading, SED, Credit and Fixed Income including equity linked bonds, Fixed Income bonds, stock lending, Bonds and Repo’s.
External clients

**Leadership & Teamwork**
- Complete the BAU process as a team that’s focused on Asset Services Claims process across multiple entities focusing on technical aspects.
- Lead by example through service excellence and driving quality initiatives for improved Customer Satisfaction.
- Supporting the initiatives undertaken by the management, GBM, HDPI and Group.
- Maintain general work environment in good condition and ensure that issues/problems are investigated/resolved immediately or escalated to Line Manager
- Ensure that as part of the team all queries are dealt with within 24 hours.
- Ensure escalation takes place where necessary
- Work with the change team to provide detailed requirements and ensure projects are delivered on time

**Operational Effectiveness & Control** [COMPLETE 3-4 AREAS]
- Ensure daily operational efficiency by effective BAU completion, market specific requirements/procedures visibility and performance monitoring of various systems in own process.
- Issues/problems are fully analyzed and resolved or escalated where necessary. Appropriate action/controls are taken to prevent recurrence.
- To acquire a broad understanding of the business 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 operations
- To consistently maintain a high level of customer service by achieving established SLAs.
- To support Business Continuity Plan (BCP) by adhering to Group BCP guidelines.
- Ensure all instructions from customers and to agents and custodians are actioned in an accurate and timely basis.
- Ensure all reconciliation items are cleared correctly and on a daily basis where possible, and that all outstanding items are narrated according to SOX standards and adhering to the company FIM policy.
- Ensure that all notifications that are sent to your customers are accurate and on time.
- Consistently maintain a high level of customer service.

**Knowledge**
- A post-graduate diploma or degree in any discipline and equivalent practical experience / maturity.

**Experience**
- Experience in Global Market Operations, majorly in Asset Services Claims covering dividend, coupon and redemption payable/receivables as well as nostros management on various markets including UK, Europe, Asia, US and other emerging markets.
- Knowledge of Merit/TLM/BBG/SUMMIT/GPS / OPAS systems.
- Specific market knowledge of the role advertised is beneficial
- Strong understanding of risk and risk management in Claims processing.
- Excellent knowledge of different corporate event types.
- Practical and working knowledge of operations functions is preferred.
- Attention to detail along with speed and accuracy are important, along with the ability to work in a team.

**Skills**
- Ability to speak and understand English fluently, write business letters and reports, and have good conversational / telephone skills.
- Ability to learn quickly, transfer 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.
- Attention to detail and accuracy.
- Customer focused and committed to providing a high quality service.
- Able to work in pressurized environment and manage priorities effectively.
- Strong collaborative management skills with the various stakeholders
- Problem solving skills and ability to drive process improvements
- High integrity and professionalism

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