Job Description

Job description
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HSBC Technology and Services:

• HSBC Technology and Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HTS combines global expertise and technology to help keep us ahead of the competition.

Global Service Delivery:

• Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.

Purpose of Department :

• HSBC Securities Services (HSS) provides end-to-end securities services including fund administration, global custody, sub-custody and clearing, corporate trust and loan agency and other related value-added securities services to circa 3,500 clients around the world, and has over 7,200 employees. HSBC Securities Service Operations (HSSO) supports the multiple product streams, through the product life cycle in Trade processing, Settlement, Post Settlement Investigation, Corporate Actions Processing, Reconciliations, Account Opening, Common Depository services and Loan Administration for Syndicate and Bilateral loans. Our clients include banks and broker dealers, asset managers, hedge fund managers, insurance companies, pension funds, sovereign wealth funds and central banks.

The Opportunity:

• Ensure a low cost, high quality service to the business areas ensuring that risk is minimized and profit is maximized through effective management of costs/resources. Ensure that process and procedures are continually reviewed and improved and the changes are communicated and implemented effectively. The job also entails checking on internal audits and measures undertaken and regularly review them in order to maintain quality and productivity at the optimum level. Set a high standard of continuous staff motivation and leadership to ensure a good work environment leading to committed staff who take pride in working for the Company. Develop staff to achieve their potential to both meet Company objectives and manage attrition.
• 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.
• All Securities Managers are required:
• To maintain HSBC Internal Control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
• To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant Compliance Department. The term 'compliance' embraces all relevant laws, rules and codes with which the business has to comply within India and in relation to the countries migrating work to the assigned GCS.
• To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies.

What you'll do:
Customer service and problem resolution:

• Set an example in 'Leading to be Customer driven' by implementing effective customer feedback mechanisms and monitoring 'Service Quality' of the section to ensure high Customer Service Standards.
• Drive rigorous and customer centric Quality Campaigns and initiatives to increase Quality awareness in the team.
• Recognise, reward and set high internal service excellence benchmarks to ensure customer satisfaction.
• Problem situations are proactively identified and resolved to give maximum customer satisfaction and escalated where necessary. Appropriate measures are taken to improve quality and prevent recurrence.
• Establish and maintain effective relationship with customer business areas and identify areas of service improvements.
• Customer related data are handled in accordance to DPA and the Group Risk and Compliance standard.

Operations:

• 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 and regulations by the regulators, stock exchange and etc that may have implication to the daily corporate action processes.
• To plan for allocation/reallocation of resources and process prioritization across the various markets within Corporate Actions to smoothen the impact of erratic workflows/volumes and leave management by ensuring that a robust cross training plan is in place to multi skill operation teams.
• To plan for standardization of corporate action processes by sharing the best practices across the various markets with the aim to enhance cost effectiveness and efficiencies.
• To ensure control measures/checkpoints are established to scrutinize exceptions/errors to prevent any operational losses and reviews on these measures are constantly performed. Procedural changes/new initiatives are reviewed, fully communicated to and implemented.
• To ensure strong internal audit and staff feedback mechanisms are in place to prevent potential frauds/losses.
• Plan for effective cross training taking into account the Global Contingency requirements, Staff Banding progression and Operational requirements and striking a balance among them.
• Ensure 'Knowledge retention' in the section by reinforcing concepts through continuous staff training. (To address the effects of attrition)
• Ongoing monitoring and review of workflow and priorities are in accordance with procedures.
• Process productivity and quality targets are set, monitored and achieved to ensure optimum resource utilisation and achievement of business objectives and customer (Service Level Agreement) SLA's.
• Review Contingency requirements on a periodic basis and invoke relevant business recovery measures as necessary. Carry out effective Operational Risk Assessment by monitoring and implementing risk mitigating plans.
• Procedural changes/new initiatives are reviewed, agreed with the business area, fully communicated to staff and implemented.
• To support Business Continuity Plan (BCP) by implementing the changes and adhering the BCP Group guidelines as well as HSS BCP guidelines.

Requirements
What you will need to succeed in the role:

• 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.
• Drive staff development through soft skill training, personal development plans and performance management reviews. Reward and recognise service excellence and keep high staff morale through 'Celebrating Success'.
• Strike balance among task, team and individual to inspire and influence staff to bring out their best.
• Motivate and develop team members to meet business objectives - advice and guidance is given in a constructive manner and supported by appropriate evidence.
• Ensure Assistant Managers are briefed and made aware of individual/department performance achievements/ targets in a timely manner.
• Develop staff to achieve business objectives and achieve individual potential, sharing knowledge and experience and providing assistance on referred issues.
• Plan and promote Band Progression to meet Business requirements and Staff expectations.
• Create an environment where skills and knowledge is openly shared to achieve department and business goals.
• Ensure performance management scheme is implemented in line with procedures across sections consistently.
• Supporting the initiatives undertaken by the management, HSS, HDPM and Group

Process improvements:

• Processes are regularly reviewed to identify improvements that will enhance operational and financial effectiveness.

Management information:

• Devise and analyze MI (Management Information) requirements/processes to ensure the tracking mechanism is reflective of the current business activities and its ability to measure the GSEs performance across different market with different level of experience.
• Ensure that other business data requirements are completed accurately and supporting statistics/reports/returns are presented to business/management within agreed timescales.

House Keeping:

• Maintain equipment, systems and general work environment in good condition. Issues/problems are investigated and resolved immediately or escalated to Line Manager if necessary.

What additional skills will be good to have?
Skills:

• Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals with strong organization and planning skills along with the ability to handle capacity and MI reporting.
• Ability to build and maintain relations with business units and continuously give feedback by stringent follow up on service level agreements.
• Evidence of strong analytical, statistical and data mining skills to study trends, make projections and to interpret numeric information. Evidence of strong operational decision making and be able to provide analytical support to the teams.
• Experience of successfully managing and developing a team in a previous role.
• Evidence of process management skills with an ability to initiate process improvements.
• Initiate cost control measures by achieving resource efficiency and managing overheads.
• Potentially willing to work non-standard Asian hours (e.g. UK hours).