Assistant Manager

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HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Assistant Manager.

The Opportunity:

Global Custody Corporate Action (CA) team is responsible for end-to-end processing of Mandatory CA events in various markets. Process covers announcement, reconciliation and payment of distribution to clients. Corporate Event includes and not limited to Cash dividend for Equities and Interest & Redemption for Fixed income securities.

• Understand Custody as a Market Securities Line of Business

• Learn various types of Corporate Events and securities in different market

• Experience processing in Custody and Account & Valuation platform to facilitate Corporate Action

• Opportunity to learn and grow as an expert of Securities services

To achieve maximum efficiency and productivity by deriving value and providing consistently high quality services to customers in line with agreed service level and customer service level agreements, within the Securities Services Operations MNL.

The AMO on duty is responsible to perform Quality Control on all tasks within Securities operations and lead the team should the Manager not be on duty, giving advice and taking action to resolve issues.

The challenge of the business is to work under different parameters time zones, flexi-shift, different systems, practices and processes and a uniqueness of work culture/environment inherited from the migrating countries. The nature of the administration services provided and the extent of the delivery of the services are such that processing delays or errors will almost inevitably result in serious losses to the Group or poor customer service. The maintenance of a high level of internal control is essential to minimize these risks and maximize process security.

What you'll do:

Impact on the Business 

• Acquire a broad understanding of all the Corporate Action processes and market specifications for various markets assigned and to allocate work daily to Processing Executives.
• Perform Quality Control tasks and handle complex cases, escalations and process related query that require resolutions.
• Assists to plan capacities 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.
• 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"

Customers / Stakeholders

• 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.

Leadership & Teamwork

• Effectively drive and manage change to achieve business goals. (eg: process improvements/changes in procedures)
• Lead by example through service excellence and driving Quality initiatives for improved customer satisfaction.
• Strike balance among task, team and individual to inspire and influence staff to bring out their best
• Create robust team environment where skills and knowledge are shared to achieve team and business goals.
• Brief team members regularly and ensure that they are made aware of individual/department performance targets and achievements.
• Knowledge and experience are shared with team members, providing assistance on referred/technical issues.
• Supporting the initiatives undertaken by the management, HSS, HDPP and Group

Operational Effectiveness & Control

• 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.
• 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.
• To smoothen 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 SLAs.
• To co-ordinate and assist the management team while initiating business recovery measures. To monitor Operational Risks and implement risk mitigating plans.

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

Experience

• Possess relevant Securities background and knowledge - at least 18 months of Securities experience.
• At least 12 months in a related supervisory or Quality Control Analyst role, with exposure in handling escalation and managing clients

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 process management skills with an ability to initiate process improvements
• Demonstrates strong awareness / ability to recognize and effectively contain financial and operational risk
• Able to work in pressurized environment and manage priorities effectively.
• Dedicated approach to teamwork and ability to contribute to team effort
• Customer focused & committed to providing high standards service

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.

You'll achieve more when you join HSBC.

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Issued by HSBC HDPP