Assistant Manager Operations
Why join us?
If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with 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.
Custody is a growing product line within the Custody business, especially within the Middle East regions, with solid securities and cash management offerings becoming a key client demand. This is a trade Settlements process which team is responsible to ensure clients trade instructions are processed accordingly as per the SLA ensuring they are settled on a timely basis.
The Opportunity:
- 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.
What you’ll do:
- 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.
- Monitor the process productivity to ensure quality targets are achieved. Issues/problems are fully analyzed and resolved or escalated. Appropriate action is taken to prevent recurrence.
- To acquire a broad understanding of the Settlement / FX 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 settlement 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 smoother 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.