Manager - Wealth Operations

Job Title: Manager - Wealth Operations

The role operates within a WPB Wealth Operations and require the role holder to lead a team of processors, checkers & AMO/IC including general oversight of activities related to Wealth A/C Opening, Closing, Servicing, Maintenance, Transfers, Reconciliation, Order Execution & Trade Settlements, Corporate Actions etc. for HSBC customers across multiple regions. with the ability to deal with different process with changing performance parameters, different countries (where applicable) with different procedural and compliance requirements, both internal and external through every transaction received. Responsible for achieving individual/team targets and goals whilst maintaining quality and compliance. Managing day to day operation including performance management, production, risk management, training, and governance.

In this role, you will:

• Manage day to day resource planning, managing operational challenges and prepare a first level analysis of issues that may be affecting team performance.
• Actively manage performance for AMO’s and their respective teams to maintain a high level of accuracy and compliance with statutory and service level requirements.
• Manage Capacity through effective cap planning, BOD, EOD checks to confirm all the SLA are met.
• Manage and provide general oversight of the teams.
• Responsible for ensuring that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
• Work independently, complete assigned tasks accurately within the established timeframe as per the process benchmarks.
• Demonstrate ways to improve customer service/journey and increase productivity (efficiency & Quality).
• Take measures to Meet the agreed SLAs and KPIs.
• Conduct team meeting / team activities and work towards sustaining team spirit.
• Devise delivery strategy for AVP for managing day-to-day operations and support peers on process if needed.
• Responsible for ensuring that the process related procedures are implemented as per the process manuals.
• Conduct regular checks and evidence that controls are working as per the overlay. 

Leadership & Teamwork 

• Managing operational contingency requirements on an ongoing basis.
• Meeting the tactical and strategic priorities of the business.
• By managing, setting objectives, developing, and motivating the management team and ensuring that people management techniques are effectively employed for all staff within the GSC.
• Managing the rewards and recognition for the team.
• Ability to manage resources of the unit and structure in the most effective way to achieve efficient cost/service levels.
• Exceptional leadership and organizational skill.

To be successful you will:

• Acquire a good understanding of relevant processes to be able to answer staff queries and make informed decisions.
• Meet the expectation of stakeholders/customers by ensuring the quality of work is to a high standard, escalations and complaints are handled in an appropriate manner and preventative measures, identified.
• Ensure compliance with audit requirements for the respective area.
• Produce, analyse, and interpret MI to support / improve performance.
• Identify and escalate potential showstoppers and provide solutions.
• Create a supportive work environment driven by people centric values.
• Facilitate continuous improvement through the identification, implementation and sharing of best practices.
• Build professional relationships with colleagues in other areas and Business partners.
• Exhibit ownership of the business, understand financial impacts of the processes and identify ways to reduce financial losses.
• Proficient in the use of various Microsoft Office applications, e.g. Words, Excel, PowerPoint.
• Ability to proactively understand and manage risk, recording on Helios, issue escalation and timely actions closure.

Others

• At least 5 years’ experience in management position.
• 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.'
• Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centers & minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM.
• 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.
• Strong implementation skills and stakeholder management.
• Excellent understanding of HSBC Group systems, FIMS, and procedures.

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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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