Job Description

Job title: Global Service Executive

This role is unique as an associate works with highly demanding skillset to support end to end process for Net Worth High (HNW) clients under Global Private Banking. A range of activities are performed to service the clients including Banking, Payments, Account Opening/Servicing, Settlements, Corporate Actions & Private Equity etc across multiple regions. Provide high quality service to achieve maximum customer satisfaction by processing the customer instruction and resolving their queries.

The position requires working closely with various business units including Front Office, Administrators and Onshore Middle Office Support teams. Responsible for achieving individual targets whilst maintaining quality and compliance.

In this role, you will:

Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)

• Responsible for ensuring that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
• Take measures to complete all the requests in accordance with available Desk/Departmental InstructionManuals(DIMs).
• Responsible for one’s own performance. Required to ensure that the service levels are maintained at its optimum level.
• Conduct independent research to resolve discrepancies to satisfaction of all parties and within established procedures and regulatory guidelines.
• Disseminate relevant account details to Front Office Managers in concise, timely fashion when requested.
• Take measures to promptly and accurately undertake resolution of any reconciliation breaks.
• Responsible for replying and attending to enquiries/feedback for internal/external clients.
• Comply with Policies and Procedures and established guidelines of the FunctionalInstruction Manual(FIM) and procedures.
• Represent the bank in a professional manner whilst following up with various stakeholders. Responsible for ensuring all enquiries are handled appropriately within assigned authority levels and escalate other enquiries to appropriate parties.
• Take measures to provide back up support for other peer groups within the Team. Devise delivery strategies for special or Ad hoc Reporting and Projects.

Leadership & Teamwork

• Participate in team meeting / team activities and work towards sustaining team spirit.
• Devise delivery strategies for line manager/supervisor with managing day-to-day operations and support peers on process if needed.
• Follow the Group Values and Behaviours (Open, Connected, Dependable), support colleagues and customers to deliver superior customer service through these values.
• Support achievement of team objectives & participate in development of cohesive teams.
• Contribute to the creation of a supportive work environment driven by people centric values.
• Build professional relationships with colleagues in other areas.

To be successful you will:

Functional Knowledge

• Knowledge of and implementation of the Group compliance policy, Operational Risk and SOX (Sarbanes- Oxley Requirements) as applicable for the Business / Function
• Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external 'regulators.'
• Implement the Group Compliance Policy as applicable to your role in conjunction with the relevant laws, rules, and codes with which the business has to comply within the country you reside and in relation to the countries migrating work to assigned Global Service Centre(GSC).
• To continually re-access the operational risks inherent in the business, ta account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management re-structures and the impact of new technology in conjunction with the donor Group companies.
• Responsible for one’s own performance. Required to ensure that the service levels are maintained at its optimum level.

Others

• Communication – the ability to communicate and understand complex issues.
• Analysis/strategy – the ability to analyze complex issues and identify / assess the long-term, strategic implications for the Bank and its customers.
• Excellent Team player. Proactively manage customer experience by:
• Reduction of repeat errors and incidents by displaying continuous improvement.
• Submit customer journey improvement ideas on Idea HUB/other platforms

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You’ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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