Job Description

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GTS is a key product area for the Group, serving multiple customer segments including Financial Institutions and Islamic offerings. The role holder is responsible for the smooth delivery of day-to-day GTS Operations activities across the core trade product suite (both import and export). This requires strong technical knowledge and a thorough understanding of relevant International Chamber of Commerce (ICC) rules, GTS FIM, and GOPs, as well as Internal Controls and Group Compliance policies, including International Sanctions and AML requirements.

In carrying out these responsibilities, the role holder is expected to contribute fully and work flexibly as part of a cohesive, high-performing team focused on meeting business objectives. This includes monitoring workflow management tools and supporting effective resource planning to deliver a “world-class” customer service in line with established rules and regulations.

Duties & Responsibilities:

• Maintain and enhance “superior” customer service by actively improving operational performance, maximizing SLA achievement, increasing efficiency, and identifying operational risks early.
• Manage resources and allocate work effectively, taking account of absenteeism and leveraging cross-trained team members to ensure staffing levels support business objectives.
• Ensure all procedural updates are cascaded accurately and on time to prevent non-compliance with agreed policies.
• Deliver zero instances of FCC (Financial Crime Compliance) breaches.
• Embed a customer-first mindset by promoting and reinforcing a customer-centric culture across the team and wider organization.
• Monitor service quality and establish clear benchmarks to drive consistently high performance.
• Oversee pending and referral queues to ensure timely closure of aged items and escalate where needed.
• Proactively identify issues, drive resolution, and share best practices across GTS teams.
• Build and maintain strong working relationships with the Regional CTF Business Development team and the Regional Product Risk team.
• Lead by example and contribute to a highly motivated, capable team where knowledge is shared openly to achieve business goals.
• Develop and sustain effective relationships with key stakeholders.
• Operate transparently and take full accountability for supporting the business.
• Stay alert to emerging issues and resolve or escalate them promptly and appropriately.
• Provide a platform that enables Group companies to reduce operating costs while maintaining agreed customer service standards.
• Continually reassess operational risks within the business supported by donor Group companies.
• Ensure robust contingency arrangements are in place to minimize the impact of partial or full site outages.
• Own and follow up on related audit points and end-of-day controls.
• Maintain awareness of Dual Use Goods regulations and associated risk considerations.
• Act as a Level 2a approver or Level 2b escalation point for reviewing and investigating FCC escalations, ahead of referral to Regional FCC, as delegated by the Head of GTS Services and in line with Global Sanctions Screening procedures.
• Demonstrate deep trade and industry knowledge (e.g., UCP/URC/ISBP and Islamic Finance) and actively coach the team and stakeholders to build capability.
• Maintain a strong understanding of the onshore customer base and associated risks.
• Drive a culture of outstanding operational performance and service quality.
• Identify opportunities to simplify processes and create additional value for both internal and external customers
  
  

Experience & Qualifications:

• A graduation degree is essential for obtaining work permit. If your university certificate is from outside the UAE, up-to-date attestations and equivalency are also mandatory (Recognition of Higher Education Qualifications Issued Outside The UAE)
• 1-3 years’ experience within Global Trade Solutions.
• Strong international trade background, with in-depth working knowledge of ICC rules and publications including UCP 600, URC 522, URDG 758, URR 725, ISBP, and Islamic Finance.
• Demonstrated experience in successfully leading teams, with the ability to manage resources effectively to deliver “superior” customer service, meet SLAs, and optimize cost efficiency.
• Able to maintain control, clear direction, and team motivation in a fast-changing environment.
• Strong capability to understand and implement Group Risk Management requirements.
• Excellent English communication skills, both written and verbal.
  
  

For further details and application information please visit our careers site, searching for the reference number 56021.

We support our staff to adopt flexible and alternative ways of working where possible, including working from home and different hours subject to approvals.

HSBC is 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. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hong Kong and Shanghai Banking Corporation Limited