Job Description

Why join us?

Markets and Securities Services is committed to building collaborative teams of creative and talented individuals, and the company welcomes applications of interest from creative and motivated global talent

Derivatives Services vision is to deliver innovative solutions for our clients, real front to back focus and efficient market leading solutions for today and tomorrow

What you’ll do:

General Processing

• To continuously provide high-quality processing service to achieve maximum customer satisfaction within the specified SLAs.
• Responsible for rapport building and resolving customer inquiries in a professional manner.
• Acquire and update knowledge on procedures related to processes.
• Process tasks as requested by line management / customer. Ensure that work is completed in accordance with established procedures and standards.
• Work well independently, complete assigned tasks within established timeframe, and complete regular assignments without reminders or additional requests.
• Work productively and professionally. Demonstrate ways to improve customer service and increase productivity.
• Participating in team meetings and activities promotes team spirit.
• To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators, accompanied by the appropriate internal control standards relevant to the role.
• To implement the Group Compliance Policy, as applicable to the role.

Customers / Stakeholders

• Provides quality customer service and ensures achievement of Performance Level Agreement (PLA)
• Provide customer service to all, both top and lower Management, consistent with Group and Company policies and standards. Working in a supportive team environment driven by people centric values.
• Phone and email interactions with customers, focusing on resolving their requests promptly with efficiency, accurateness, professionally and courteous manners to promote customer loyalty.
• Establish and maintain effective relationships with business areas and identify areas of service improvement.

Teamwork

• Actively support team by sharing workload, providing coverage and assisting during peak hours
• Communicate clearly within the team to ensure smooth handovers and continuity of operations
• Participate in team huddles, knowledge sharing and best practices discussion
• Escalate issues appropriately while keeping the team informed

Management of Risk (Operational Risk / FIM requirements):

• The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
• This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring. Also, by addressing any areas of concern in conjunction with line management and/or the appropriate department.
• Observe and maintain internal control standards associated with HSBC policy/FIM requirements, across legal, compliance, credit, operations and other key stake-holder groups

Operational Effectiveness & Control:

• Ensure daily operational efficiency by effective BAU completion, escalations and decision making in own process.
• Issues are fully analyzed and resolved or escalated in a timely manner. Appropriate actions/controls are taken to prevent recurrence.
• Adhered to team’s control functions and end of day checklist/requirements.
• Ensure confirmation of legal agreements, issuance and bookings of FXMM trades, identification of discrepancies and dispute investigations are performed in accordance with policies and procedures.

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 are commensurate with the position

Experience

• Work experience in Treasury is preferred though not necessary. Experience not a bar provided aspirations commensurate with the position

Skills

• Ability to speak and understand English fluently.
• Ability to write business letters and reports
• Good conversational/telephone skills
• Ability to learn quickly and transfer knowledge appropriately
• Ability to understand and interpret numeric data
• Minimum, basic computer knowledge
• Flexibility to work shifts
• Ability to build rapport with and relate to a wide range of people

What additional skills will be good to have?

• Ability to maintain focus while working with voluminous data
• Ability to multitask
• Committed to equal employment opportunities