Global Support Executive

Job title: Global Service Executive

This role is unique as an associate works with highly demanding skillset to support end to end process for HNW clients under Global Private Banking. A range of activities are performed to service the clients including Banking, Payments, Account Opening/Servicing, Settlements, Corporate Actions & Private Equity etc across multiple regions. Provide high quality service to achieve maximum customer satisfaction by processing the customer instruction and resolving their queries. The position requires working closely with various business units including Front Office, Administrators and Onshore Middle Office Support teams.

In this role, you will:

Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)

• Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
• Timely and targeted completion of all the requests in accordance with available DIMs.
• Responsible for one’s own performance. Required to ensure that the service levels are maintained at its optimum level.
• Conduct in-depth research to resolve discrepancies to satisfaction of all parties and within established procedures and regulatory guidelines.
• Disseminate relevant account details to Front Office Managers in concise, timely fashion when requested.
• Ensure Prompt and accurate resolution of any reconciliation breaks.
• Effectively Reply and attend to enquiries/feedback for internal/external clients.
• Ensure compliance with Policies and Procedures and established guidelines of the FIM and procedures.
• Independently and effectively Represent the bank in a professional manner whilst following up with various stakeholders.
• Ensure all enquiries are handled appropriately within assigned authority levels and escalate other enquiries to appropriate parties.
• Optimise participation in back up support for other peer groups within the Team.
• Enable special or Ad hoc Reporting and Projects.

Leadership & Teamwork 

• Participate in team meeting / team activities and work towards sustaining team spirit.
• Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.
• Support achievement of team objectives & participate in development of cohesive teams.
• Contribute to the creation of a supportive work environment driven by people centric values.
• Build professional relationships with colleagues in other areas.
• Acts as a role model for our Group Values and Behaviors (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values.

To be successful you will:

Functional Knowledge

• Communication – the ability to communicate and understand complex issues.
• Analysis/strategy – the ability to analyse complex issues and identify / assess the long-term, strategic implications for the Bank and its customers.
• Proactively manage customer experience by:
• Reduction of repeat errors and incidents by displaying continuous improvement.
• Submit customer journey improvement ideas on Idea HUB/other platforms.

Others

• Knowledge of and implementation of the Group compliance policy, Operational Risk and SOX (Sarbanes- Oxley Requirements) as applicable for the Business / Function
• Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external 'regulators.'
• Implement the Group Compliance Policy as applicable to your role in conjunction with the relevant laws, rules, and codes with which the business has to comply within the country you reside and in relation to the countries migrating work to assigned GSC.
• To continually re-access the operational risks inherent in the business, ta 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.
• Responsible for one’s own performance. Required to ensure that the service levels are maintained at its optimum level.

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You’ll achieve more at 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, sexual 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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