manager operations

Why join us?
If you're looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Custody is a growing product line within the Custody business, especially within the Middle East regions, with solid securities and cash management offerings becoming a key client demand. This is a trade Settlements process which team is responsible to ensure clients trade instructions are processed accordingly as per the SLA ensuring they are settled on a timely basis.

The Opportunity

• 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.

What You'll Do

• 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 Settlement / Foreign Exchange (FX) 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 settlement 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.
• To smoother the impact of erratic workflows/volumes through effective capacity planning, leave management and process prioritization by allocating/reallocating resources across the various markets.
• 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 Service Level Agreements (SLAs).
• To co-ordinate and assist the management team while initiating business recovery measures. To monitor Operational Risks and implement risk mitigating plans.

Role
What you will need to succeed in the role

• A post-graduate diploma or degree in any discipline. Higher qualification not a bar provided aspirations commensurate with the position.
• At least 12 months in a supervisory role, with exposure to appraisals, counseling, team building, and staff development.
• Experience in a processing environment.
• 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.
• Leadership skills, with ability to build rapport with, relate to and effectively develop a wide range of people.
• Able to work non-standard Asian hours (e.g. UK hours, Middle East Hours).

What additional skills will be good to have?

• Knowledge in securities for global custody and direct custody.
• Advance or expert knowledge & skill set in Excel.