Manager - Processing

-Job description**Why join us?**
- Issuer Services serve GBM and CMB clients issuing Loans and Bonds into the Capital Markets on a wholesale basis.
- Loan Agency and Administration of floating rate loan product (for ISV, GB and CMB lending businesses):

- Facility Agent services syndicated loan agreements for the borrower on behalf of all lenders, including position management, notifications, asset servicing, cash and letters of credit for principal, interest and fees.
- Loan Admin of HSBC bilateral (Customer/RM instruction) and participation loans (syndicated as lender, Agents/RM instruction) for servicing, cash and letters of credit for principal, interest and fees.
- Corporate Trust provides services to bond Issuers and market exchanges that enable the effective running of the market platforms; Euroclear, Clearstream (ICSDs); and DTC.
- Common Depository is appointed by the ICSDs to service physical securities.
- Agent services are provided to Issuers to ensure that new issues and programmes are managed into the exchanges for cash, securities and corporate actions (Issuing, Paying, Transfer, Account, Registrar).
- Escrow services are provided to ensure the smooth running and risk mitigation of new issues by managing cash, securities and collateral as an independent third party.
- If you are up for a challenge, looking for an exciting career, have the passion to learn, then come join us

**What you’ll do**:

- The jobholder will lead and manage a team to deliver excellent service delivery as per agreed Performance Level Agreement (PLA) on timeliness & quality. Ensure that risks are minimized and profit is maximized through effective management of costs/resources. Ensure that process and procedures are continually reviewed and improved and the changes are communicated and implemented effectively. The job also entails checking on internal/external audits and measures undertaken and regularly reviews them in order to maintain quality and productivity at the optimum level. Set a high standard of continuous staff motivation and leadership to ensure a good work environment.

**Impact on the Business/Function**:

- Securities services demands the delivery of a highly professional Customer focused service with a continuous drive for improvement in terms of both service and cost effectiveness.
- The challenge of the business is to work under various time zones, different systems, practices and processes and a uniqueness of work culture/environment inherited from the migrating countries. The nature of the services provided and the extent of the delivery of the services is such that processing delays or errors will almost inevitably result in serious losses to the Group or poor customer service. The maintenance of a high level of internal control is essential to minimize these risks and maximize process security. To implement controls that is adequate to ensure mínimal/ zero regulatory breaches and financial losses based on the loan size processed under ISV.

**Customers / Stakeholders**:

- 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.
- All Key Performance Indicator (KPI)s, accuracy targets and Service Level Agreement (SLA)s are met.
- Engagement with Business Areas to understand and work on improving customer satisfaction.
- Proactively identify and improve on service delivery. Execute initiatives to increase business partner and client satisfaction through improvement in quality and consistency of service delivery to achieve mature and sustainable offshore operating model.

**Leadership & Teamwork**:

- Effectively drive and manage change to achieve business goals. (eg: process Improvements/changes in procedures)
- 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 recognize service excellence.
- 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.
- Create robust team environment where skills and knowledge is shared to achieve team and business goals.
- Brief team members regularly and ensure that they are made aware of individual/department performance targets and achievements.
- Knowledge and e