Global Support Executive

4 weeks ago

Kuala Lumpur, Malaysia HSBC Full time

-Job description

**Business**:HDPM

**Open positions**:1**

**Role Title**:Global Support Executive - Reconciliations

**Global Career Band: 8**

**Location **_(Country / City )_**:Malaysia / Kuala Lumpur**

**Recruiter Name**:Nana Nasrudin**

***

**Why join us?**

CPS Reconciliations is a centralized function accountable for producing reconciliations for Custody and Fund Services. The main function of the Reconciliations teams is to ensure that data held on the Group’s systems agree with various third parties and between internal systems at a transaction and/or position level. This is done across various platforms/systems. The team will then allocate and escalate exceptions to the business areas responsible for resolving the discrepancies. The main tasks undertaken are:

- Identification and allocation of breaks to multiple business lines
- Having identified a break, the teams will inform the appropriate area of the need for action. As such, they interface with a number of other departments and business areas.
- Timely escalation of breaks and follow ups.
- Preparation and issuance of Management Information (MI) detailing exception details.
- Continuously drive change within the process.

**The Opportunity**:

- Continuously provide high quality service, as agreed with business partners.
- Achieve maximum customer, both internal and external, satisfaction within the specified SLA’s.
- Ensure that all outstanding have been identified, analyzed and allocated to the department in charge, in accordance with procedures and within agreed time scales.
- Ensure all reconciliation, analysis and allocation are performed in a timely and controlled manner.
- Have a good understanding of the origin of outstanding items in order to perform the appropriate and adequate escalation process.
- Resolve enquiries or queries raised by both internal and external clients.
- Provide guidance to colleagues from other internal sections on how the reconciliation process functions.

**What you’ll do**:
General Processing
- Acquire and update knowledge on procedures related to relevant processes
- Process work as requested by line management/customer
- Ensure that work is completed in accordance with established procedures and standards
- Produce MI as required
- Identify and escalate potential showstoppers
- Works well independently, completes assigned tasks in the established timeframe, completes regular assignments without reminders or additional requests.
- Works productively and professionally. Demonstrates ways to improve customer service, increase productivity and increase sales.
- Assists line manager/supervisor with managing day-to-day operations and trains peers as needed.
- Participates in team meetings, activities, promotes team spirit and cohesiveness.
- Demonstrates adherence to Core standards and behavior
- Contribute to the creation of a supportive work environment driven by people centric values
- Build professional relationships with colleagues in other areas
- Exhibit ownership of the business

Operational Effectiveness & Control
- To ensure that breaks are identified and escalated in accordance with procedures in a timely manner.
- To understand and comply with all relevant policies and procedures issued by the Group and contained within the Group Standards Manual and relevant Functional Instruction Manuals, Desk Instruction Books and Process Guides.
- To be aware of the Operational Risk scenarios associated with the role and to ensure that all actions take into account of the likelihood of operational risks occurring.
- To acquire and update knowledge on procedures related to relevant processes.
- To ensure that work is completed in accordance with established procedures and standards
- To identify and escalate potential showstoppers.

Customers / Stakeholders
- To understand and deliver excellent customer service.
- To process customer instructions accurately to achieve agreed quality standards and targets, as amended or notified from time to time, on all the processes worked.
- To work productively and professionally, and demonstrate ways to improve customer service, and increase productivity.
- To produce MI as required.
- To build professional relationships with colleagues in other areas.

Impact on the Business
- To ensure that all work is delivered within agreed timeframes and meets the required high quality standards.
- To deliver high quality customer-driven service which provides customers with a positive view of HSBC and meets their expectation in terms of accuracy, timeliness and professionalism of response.
Requirements

**What you will need to succeed in the role**:
**Skills**:

- Ability to speak and understand English fluently and able to write business letters and reports
- Good conversational/telephone skills and able to learn quickly and transfer knowledge appropriately
- Able to understand and interpret numeric data with minimum, basic computer knowledge
- Flexibility to work shifts, Com

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