Global Support Executive

Full Job Description
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.

We are currently seeking an experienced professional to join our team in the role of Global Support Executive

In this role, you will:

The role is in compliance with the BCG layering i.e. adhering to the eight layers of the organisation. However, the complexity and team size are the basis for defining the role levels rather than the span of control.

This is due to the complex and high risk nature of the business with direct Regulatory, Financial and Client impact.

As part of the Markets Operations strategic model, HSBC have an operations hub in Kuala Lumpur, Manila and Bangalore within the Global Service Centre. These support multiple products and legal entities and are responsible for various functions within the trade life cycle.

The operations are organised in product teams which are in line with the overall Markets Operations structure: Equities, Fixed Income, FX/MM, Cross Product Services, Client Data Services and Collateral Management & Client Valuation Operations.

In addition there are other support functions including Finance, People Development and Business Risk & Control Management

Ensure BAU performance contributes to the smooth running of the Operations teams in Kuala Lumpur/Manila/Bangalore
Maintain high standards of control and minimal operational loss incidents
Participate in the execution of future migrations as planned by Regional and Functional product heads, based on agreed end-state operating model
Seamlessly execute deliverables based on the formalised strategy by manager, for how Kuala Lumpur/Manila/Bangalore can bring greater value to the global operations function
Smooth delivery on migrations by way of BAU performance/training progress, thus maintaining / improving operational effectiveness and service levels
Follow consistent procedures for migrations and highlight capacity challenges
Identify opportunities to improve processes and realise efficiency savings. Provide necessary support to conduct root cause analysis on repetitive process exceptions and implementation of fixes
Supply appropriate metrics to monitor controls, productivity and service levels
Train staff as required
Update training materials etc. to ensure specialist product and process knowledge can be retained and handed on appropriately to new staff
Conduct UAT for implementation of change programmes
What you’ll do:

Principal Accountabilities:

Key activities and decision making areas

Typical KPIs and Targets

Impact on the Business

Adherence to KRI & KPI targets as set by Global Operations Management

Ensure BAU performance supports the management of KRI targets set by each product line Globally. Supply up to date information for risk and control meetings. Provide information for inputs into the Global MI packs
Deliver Risk & Control Framework

Understand the inherent risks of the activity performed for effective management of KRIs, to minimise risk. E.g. Nostro/Stock/inter-system breaks, Failed trades, Client Money and Unaffirmed Confirmations
Understand and take away learning from Operational losses
Support in the regular control reviews and resolution of key issues identified
Adherence to Regulatory requirements. E.g. DFA & EMIR

Understanding the Regulatory change initiatives and implement processes, basis prescribed standards
Good understanding of the Key operational and Regulatory related risks & escalation in a timely manner
Process Improvements and Cost Savings Realisation

Deliver efficiencies which result in tangible benefits and increases effectiveness of the department
Support delivery of department initiatives
Partner and Input into Operating Model Strategy

Support the implementation of Target Operating Model by participating in Migrations/Re-migrations
Develop and enhance Client Service Operating Model

Continually improve on client service
Professional and proactive when interacting with clients
Teamwork

Create an environment where both within and outside of your direct responsibilities, Markets Operations are viewed as team players, striving to deliver in partnership with colleagues in the organisation.
Business Strategy & Global Focus

Understand the organisation and structure
Typical KPIs and Targets

Work in partnership within and outside the immediate team, to deliver common goals
Has an appreciation of the Group’s and business line strategy impacts their role.
Understanding of how the business is organised and structured.
Operational Effectiveness & Control

Partner with manager to ensure consistent approach to risk and control
Provide inputs for meaningful discussions around capacity and work drivers
Contribute to the implementation of a rigid risk & control environment
Follow formal escalation framework across all aspects of Operations, including day to day operational risks and systemic risks
Typical KPIs and Targets

Success managed through accuracy, timeliness and control focussed delivery of day to day operations, as well as understanding of issues and appropriate escalation to management.
Proactively escalate and highlight issues in a timely manner.
Demonstrate positive trend in number of ops incidents
Active involvement in department risk initiatives
Good understanding of operational risks inherent to the business supported
Role Context

The role has full responsibility for all aspects of the local control environment and comply with the Global Best Practice and agreed process flows as defined by the global management team.
Management of Risk

Is aware of the Operational Risk scenario associated with the role and acts in a manner that takes account of operational risk considerations.
Adheres to the HSBC control framework and promotes excellent risk management across the function.
Works in partnership with the Business Risk and Control team
Observation of Internal Controls

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 apply to the conduct of the business in which the jobholder is involved, specifically Internal Controls and any Compliance policy including, inter alia, the Group Compliance policy.
Requirements
To be successful in this role, you should meet the following requirements:


What you will need to succeed in the role:

Conceptual understanding of Capital Markets. Understanding of Markets Operations is an added advantage
Has sound understanding and formal qualification of basic Operations Accounting principles
Able to demonstrate the mind set and maturity to operate in a fast paced environment
Ability to multi-task and support multiple stakeholders
Hands on experience of operations processing is an advantage
Awareness and appreciation to operations risk and control and exception management
Ability to implement initiatives and work as part of a team
Strong communication skills with the ability to interact with clients/stakeholders
Attention to detail and a hands on approach to identify opportunities of process improvement

You’ll achieve more when you join HSBC

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, ****** orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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Issued By HSBC Electronic Data Processing (India) Private LTD