Global Support Executive

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 Personal Data Protection 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 address the effects of attrition).
• Procedural changes/new initiatives are fully communicated to and implemented by the team. Team members consistently maintain a high level of customer service by achieving established SLAs.
• To co-ordinate and assist the management team while initiating business recovery measures. To monitor Operational Risks and implement risk mitigating plans.
• To support Business Continuity Plan (BCP) by implementing the changes and adhering the BCP Group guidelines as well as HSS BCP guidelines.
• Taking up additional roles apart from daily processing.
• Supporting the initiatives undertaken by the management, HSS, HDPM and Group.

Process improvements

• Actively participate and suggest improvements which can improve the process mechanics.

Management information

• Management Information, other required data and communication are completed accurately and supporting statistics/reports/returns are presented within agreed timescales.

House Keeping

• Maintain equipment, systems and general work environment in good condition and ensure that issues/problems are investigated/resolved immediately or escalated to Line Manager.

Audit and control

• Compliance with procedures and diary watch and MCF requirements for the process .
• By addressing any areas of concern in conjunction with line management and/or the appropriate department.
• By adhering to the Group's agreed processes / procedures – achieving a satisfactory Audit report.

Role
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.

What additional skills will be good to have?
Skills

• Ability to speak and understand English fluently, write business letters and reports, and have good conversational / telephone skills.
• Ability to learn quickly, transfers knowledge appropriately, understand and interpret numeric data. Evidence of good analytical, statistical and data mining skills to study trends and make projections.