Global Support Executive

Why join us?

Markets and Securities Services is committed to building collaborative teams of creative and talented individuals, and the company welcomes applications of interest from creative and motivated global talent.

Derivatives Services vision is to deliver innovative solutions for our clients, real front to back focus and efficient market leading solutions for today and tomorrow.

What you’ll do: 

General Processing:

• To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified SLAs.
• Responsible for rapport building and resolving customer inquiries in a professional manner.
• Acquire and update knowledge on procedures related to processes.
• Process work as requested by line management / customer. Ensure that work is completed in accordance with established procedures and standards.
• Work well independently, complete assigned tasks within established timeframe, and complete regular assignments without reminders or additional requests.
• Work productively and professionally. Demonstrate ways to improve customer service and increase productivity.
• Participating in team meetings and activities promotes team spirit.
• To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators, accompanied by the appropriate internal control standards relevant to the role.
• To implement the Group Compliance Policy, as applicable to the role.

Customers / Stakeholders:

• Ensure all client queries and escalations are attended to in a timely and efficient manner.
• Customer issues are handled sensitively, receive full consideration and situations are resolved effectively retaining goodwill of customer.
• Client issues are proactively identified, resolved, escalated and appropriate measures are taken to improve quality and prevent recurrence.
• Customers are kept fully informed of any progress.
• Enhance systems and business knowledge relating to customers / processes and cascade to teams.
• Take full ownership of process performance and ensure all monthly PLAs are met.
• Ensure structured training plans are followed through for all new joiners.
• Continuously analyze the product, process and system knowledge of each team members to prevent dilution of knowledge within the team.
• Encourage and monitor team members to consistently maintain a high level of customer service.

Leadership & Teamwork:

• Motivate and develop teams and subordinate to meet business objectives.
• Create robust team environment where skills and knowledge are openly shared to achieve team and business goals.
• Development plan created and reviewed. Teams are regularly briefed and trained on any developments.
• Knowledge and experience are shared with teams, providing assistance on referred / technical issues.
• Advice and guidance is given in a constructive manner and positively.
• Be aware of issues within teams and resolve or escalate in appropriate and timely manner.
• Identify strength / weakness of teams to develop them.
• Share knowledge, best practice and experience with colleagues at all levels to ensure they achieve their goals and business objectives.
• Able to create training pack and to deliver training whenever required.

What you will need to succeed in the role: 

Knowledge:

• A post-graduate diploma or degree in any discipline. Higher qualification not a bar provided aspirations are commensurate with the position.

Experience:

• Work experience in Treasury is preferred though not necessary. Experience not a bar provided aspirations commensurate with the position.

Skills:

• Ability to speak and understand English fluently.
• Ability to write business letters and reports.
• Good conversational/telephone skills.
• Ability to learn quickly and transfer knowledge appropriately.
• Ability to understand and interpret numeric data.
• Minimum, basic computer knowledge.
• Flexibility to work shifts.
• Ability to build rapport with and relate to a wide range of people.

What additional skills will be good to have?

• Ability to maintain focus while working with voluminous data.
• Ability to multitask.
• Committed to equal employment opportunities.