Job Description
Job description
Description - External
The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2026-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.
Some careers shine brighter than others.
If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 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.
The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2026-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.
Some careers shine brighter than others.
If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 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
The Opportunity:
The role of eCS within Distribution Platforms is to ensure our clients (Internal / External) have an excellent experience and journey with HSBC products and to deliver a world class support service that differentiates HSBC from competitors in the market.
As a member of the Global eCS team, the successful candidate will be responsible for the following aspects of a client’s journey:
Ensure our clients have a seamless enablement experience on HSBC’s proprietary and non-proprietary systems
Monitor and resolve daily client issues related to various Distribution Platforms services including; Evolve, FlexRate or any of the FX or FI Multi-Dealer platforms (trading platforms), Evolve CRM Platform, Customer Performance MI (revenue allocation), Symphony (Client Communication System) and Transactional FX
Responsible for the client’s technology connectivity and their relationship with our Digital offerings
Understanding of the front-to-back systems flow and infrastructure of HSBC
Understanding of trading and electronic risk management capabilities of HSBC and External Markets
Working in a very high-paced, high risk environment where you have a direct impact on client relationships and the revenue of the Global Markets franchise
eCS is a single Global team operating a 24 5.5 support model – an ability to work with and support colleagues in all locations is essential to being effective in this role
Additional high level responsibilities are as follows:
Risk and Control
o Demonstrate an understanding of front-to-back systems, infrastructure, trading and electronic risk management capabilities of HSBC and External Markets for a seamless client experience
o Understand each procedure, the purpose of each process and the impact each process has on clients and upstream and downstream stakeholders
o Identify and highlight any control gaps in each process and recommend new/updated controls
o Escalate potential or confirmed issues/incidents to your line manager and send timely communication to impacted and interested stakeholders
o Share new issues with the team on a regular basis and ensure that the new content has been uploaded on the procedures page (confluence)
o Ensure procedures are reviewed and updated in advance of agreed timelines
Business Development and Client Experience
o Improve collaboration with the wider eCS team, Product Owners, developers, Sales, Trading, Operations and other stakeholders to ensure eCS pinch points are understood to improve client service delivery
o Actively participate in the design of solutions for Clients and Sales. Leverage eCS’ unique insight into Client and Sales requirements during the design process to aid prioritisation
o Develop and strengthen relationships with the Platform Origination Team in order to drive commercialisation of digital solutions and improved engagement with clients.
Principal accountabilities, detailed key activities and decision making areas in eClient Services Candidate Requirements
Knowledge of Investment Banking Products (FX / Fixed Income and Equities), Trading platforms across business and companies, Messaging systems and Client Relationship Management (CRM)
Empathy for a retail / merchant client experience, in particular Understanding of FX, Pips, NDFs, Market Conventions
High level of organisational skills and attention to detail
(Nice to have) Knowledge of API products and basic principles behind REST services
Ability to demonstrate proactivity and ownership
Own the communication between HSBC & client at the time of enablement, throughout their relationship with HSBC and during any Incident Management
Strong client facing, relationship and interpersonal skills
Should have the ability to:
o Communicate their thoughts/ideas in a clear and concise manner which is understandable by all
o Follow the Email, Chat and Phone Etiquettes and ensure that it is in compliance with HSBC policies
o Manage time effectively and to prioritize in fast moving environment
Support & continuously improve the Client enablement process with an analytical and problem solving approach Should have the ability to:
o Identify any potential inefficiencies in the current process or technology and drive change and improvement
o Co-ordinate with HSBC’s internal groups and collaborate, often globally with Front Office Sales, Trading and Technology teams to facilitate client on boarding to e-technologies
Creating Operational Efficiencies
Should have:
o The ability to streamline existing processes and create operational efficiencies
o A proven record in demising redundant processes and refining existing ones
o (Nice to have) Six Sigma Yellow/Green/Black belt certifications and project management experience are an added advantage
Customers / Stakeholders
Internal stakeholders in WPB and CMB for ecommerce payment offerings to those client bases
External clients such as large ecommerce merchants, international businesses and online travel sectors
Corporate and Institutional GM Clients
Should have the ability to:
o Extract feedback from internal stakeholders on new requirements they may have or Market shift which may need you to build functionality ahead of time
o Liaise with the product owners and generate and communicate ideas through
o extensive research
Create MI and new ways of depicting client trading trends for making intelligent business decisions
Technical Skills:
Excellent MS office Skills – Excel and Power point
Coding Skills – VBA, SQL, Python, Java, C++, R, NLP, Alteryx, Tableau
Strong MI & Presentation skills
Multi task - Ability to work on more than one platform
Ability to simplify complex tasks in easy formats and communicate in a simple manner
(Nice to have) Demonstrate product testing skills and come up with logical analysis and conclusions
(Nice to have) Experience in a scripting language would be an added advantage to help automate parts of a process
Leadership & Teamwork
Be part of a business team and cultivate spirit of commercial focus, innovation and entrepreneurship
Lead by example
Should have the ability to provide effective support within the team and ability to develop additional skills
Escalate appropriately, speak up and ask the right questions
Requirements
Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)
A rapidly changing regulatory environment with extensive impacts on the Markets businesses
Increasing focus on business continuity delivery
Availability of appropriate resources and conflicting priorities across the business
Management of Risk (Operational Risk / FIM requirements)
Responsible for the continual assessment of operational risks associated with the role and inherent in the business, taking account of changing regulatory, economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructuring and the impact of new technology. Uses initiative and independent judgement on a daily basis to analyse, problem solve and proactively respond to sales, trader and client queries and requests from senior management. Must have ability to make risk controlled decisions in fast moving markets.
Demonstrates compliance with HSBC Bank PLC Group standards, manuals and policies and adheres to the defined work practices, internal controls and risk management standards associated with the role
Observation of Internal Controls (Compliance Policy / FIM requirements)
Demonstrates HSBC values and culture and adheres strictly to compliance and operational risk controls in accordance with HSBC and regulatory standards, policies and practices; reports control weaknesses, compliance breaches and operational loss events.
Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
Understands, follows and demonstrates compliance with all relevant internal and external rules, regulations and procedures that
Description - External
The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2026-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.
Some careers shine brighter than others.
If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 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.
The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2026-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.
Some careers shine brighter than others.
If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 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
The Opportunity:
The role of eCS within Distribution Platforms is to ensure our clients (Internal / External) have an excellent experience and journey with HSBC products and to deliver a world class support service that differentiates HSBC from competitors in the market.
As a member of the Global eCS team, the successful candidate will be responsible for the following aspects of a client’s journey:
Ensure our clients have a seamless enablement experience on HSBC’s proprietary and non-proprietary systems
Monitor and resolve daily client issues related to various Distribution Platforms services including; Evolve, FlexRate or any of the FX or FI Multi-Dealer platforms (trading platforms), Evolve CRM Platform, Customer Performance MI (revenue allocation), Symphony (Client Communication System) and Transactional FX
Responsible for the client’s technology connectivity and their relationship with our Digital offerings
Understanding of the front-to-back systems flow and infrastructure of HSBC
Understanding of trading and electronic risk management capabilities of HSBC and External Markets
Working in a very high-paced, high risk environment where you have a direct impact on client relationships and the revenue of the Global Markets franchise
eCS is a single Global team operating a 24 5.5 support model – an ability to work with and support colleagues in all locations is essential to being effective in this role
Additional high level responsibilities are as follows:
Risk and Control
o Demonstrate an understanding of front-to-back systems, infrastructure, trading and electronic risk management capabilities of HSBC and External Markets for a seamless client experience
o Understand each procedure, the purpose of each process and the impact each process has on clients and upstream and downstream stakeholders
o Identify and highlight any control gaps in each process and recommend new/updated controls
o Escalate potential or confirmed issues/incidents to your line manager and send timely communication to impacted and interested stakeholders
o Share new issues with the team on a regular basis and ensure that the new content has been uploaded on the procedures page (confluence)
o Ensure procedures are reviewed and updated in advance of agreed timelines
Business Development and Client Experience
o Improve collaboration with the wider eCS team, Product Owners, developers, Sales, Trading, Operations and other stakeholders to ensure eCS pinch points are understood to improve client service delivery
o Actively participate in the design of solutions for Clients and Sales. Leverage eCS’ unique insight into Client and Sales requirements during the design process to aid prioritisation
o Develop and strengthen relationships with the Platform Origination Team in order to drive commercialisation of digital solutions and improved engagement with clients.
Principal accountabilities, detailed key activities and decision making areas in eClient Services Candidate Requirements
Knowledge of Investment Banking Products (FX / Fixed Income and Equities), Trading platforms across business and companies, Messaging systems and Client Relationship Management (CRM)
Empathy for a retail / merchant client experience, in particular Understanding of FX, Pips, NDFs, Market Conventions
High level of organisational skills and attention to detail
(Nice to have) Knowledge of API products and basic principles behind REST services
Ability to demonstrate proactivity and ownership
Own the communication between HSBC & client at the time of enablement, throughout their relationship with HSBC and during any Incident Management
Strong client facing, relationship and interpersonal skills
Should have the ability to:
o Communicate their thoughts/ideas in a clear and concise manner which is understandable by all
o Follow the Email, Chat and Phone Etiquettes and ensure that it is in compliance with HSBC policies
o Manage time effectively and to prioritize in fast moving environment
Support & continuously improve the Client enablement process with an analytical and problem solving approach Should have the ability to:
o Identify any potential inefficiencies in the current process or technology and drive change and improvement
o Co-ordinate with HSBC’s internal groups and collaborate, often globally with Front Office Sales, Trading and Technology teams to facilitate client on boarding to e-technologies
Creating Operational Efficiencies
Should have:
o The ability to streamline existing processes and create operational efficiencies
o A proven record in demising redundant processes and refining existing ones
o (Nice to have) Six Sigma Yellow/Green/Black belt certifications and project management experience are an added advantage
Customers / Stakeholders
Internal stakeholders in WPB and CMB for ecommerce payment offerings to those client bases
External clients such as large ecommerce merchants, international businesses and online travel sectors
Corporate and Institutional GM Clients
Should have the ability to:
o Extract feedback from internal stakeholders on new requirements they may have or Market shift which may need you to build functionality ahead of time
o Liaise with the product owners and generate and communicate ideas through
o extensive research
Create MI and new ways of depicting client trading trends for making intelligent business decisions
Technical Skills:
Excellent MS office Skills – Excel and Power point
Coding Skills – VBA, SQL, Python, Java, C++, R, NLP, Alteryx, Tableau
Strong MI & Presentation skills
Multi task - Ability to work on more than one platform
Ability to simplify complex tasks in easy formats and communicate in a simple manner
(Nice to have) Demonstrate product testing skills and come up with logical analysis and conclusions
(Nice to have) Experience in a scripting language would be an added advantage to help automate parts of a process
Leadership & Teamwork
Be part of a business team and cultivate spirit of commercial focus, innovation and entrepreneurship
Lead by example
Should have the ability to provide effective support within the team and ability to develop additional skills
Escalate appropriately, speak up and ask the right questions
Requirements
Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)
A rapidly changing regulatory environment with extensive impacts on the Markets businesses
Increasing focus on business continuity delivery
Availability of appropriate resources and conflicting priorities across the business
Management of Risk (Operational Risk / FIM requirements)
Responsible for the continual assessment of operational risks associated with the role and inherent in the business, taking account of changing regulatory, economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructuring and the impact of new technology. Uses initiative and independent judgement on a daily basis to analyse, problem solve and proactively respond to sales, trader and client queries and requests from senior management. Must have ability to make risk controlled decisions in fast moving markets.
Demonstrates compliance with HSBC Bank PLC Group standards, manuals and policies and adheres to the defined work practices, internal controls and risk management standards associated with the role
Observation of Internal Controls (Compliance Policy / FIM requirements)
Demonstrates HSBC values and culture and adheres strictly to compliance and operational risk controls in accordance with HSBC and regulatory standards, policies and practices; reports control weaknesses, compliance breaches and operational loss events.
Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
Understands, follows and demonstrates compliance with all relevant internal and external rules, regulations and procedures that
💡 Quick Summary
Seeking a career-building opportunity? The eClient Services| AVP GSC|s position is now open for candidates interested in the Bank Jobs sector. This role in Bengaluru offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
