Global Support Executive

4 days ago

Kuala Lumpur, Malaysia HSBC Full time

-Job description

**Why join us?***

**Some Careers grow faster than others.**

If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

**HSBC Technology and Services**

HSBC Technology and Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HTS combines global expertise and technology to help keep us ahead of the competition.

**Global Service Delivery**

Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.

**Purpose of Department**

HSBC Securities Services (HSS) provides end-to-end securities services including fund administration, global custody, sub-custody and clearing, corporate trust and loan agency and other related value-added securities services to circa 3,500 clients around the world, and has over 7,200 employees. HSBC Securities Service Operations (HSSO) supports the multiple product streams, through the product life cycle in Trade processing, Settlement, Post Settlement Investigation, Corporate Actions Processing, Reconciliations, Account Opening, Common Depository services and Loan Administration for Syndicate and Bilateral loans. Our clients include banks and broker dealers, asset managers, hedge fund managers, insurance companies, pension funds, sovereign wealth funds and central banks.

**Opportunity**:
Acquire a broad understanding of all the Corporate Action processes and market specifications for various markets assigned and to allocate work on a daily basis to Global Support Executives. Overseeing the processes and to handle escalations and process related query resolutions. Plan capacity daily and intra-day based on projections and volume analysis and allocate/reallocate resources within the team. Ensure compliance with audit requirements by performing audit checks as required by process in line with business process requirements. Understand MI requirements enough to be able to produce, analyze and interpret MI. Provide leadership to team assigned, consistent with Group and Company policies and standards. Lead a cohesive team, working in a supportive team environment driven by people centric values. Motivate and to ensure effective development of individuals to meet business targets.

**Individual managers are responsible for managing operational risk, including its identification, assessment, mitigation and controls, loss identification and reporting in accordance with the Operational Risk Management Framework**

**What you’ll do**:
**Customer service and problem resolution**
- Monitoring ‘Service Quality’ of the team to ensure high Customer Service Standards and drive rigorous customer centric quality Campaigns/initiatives to increase Quality awareness in the team. Recognize, 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.
- Customer related data are handled in accordance to DPA and the Group Risk and Compliance standard.

**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 analyzed 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 scrutinize exceptions/errors and to prevent potentially fraudulent situations through strong internal audit and staff feedback mechanisms.
- Ensure ‘knowledge retention’ in the section by reinforcing concepts through continuous staff training and cross training across the various markets. (To addre

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