Head of APAC Issuer Services, Global Shared Services

Why join us?

Issuer Service provides trustee and agency services across a wide range of products, including Escrows, Project & Export Finance, Securitization, Loans and Debt programmes. Our proposition enables clients to pursue international capital market activities: we expedite movements of cash and securities, protect the rights of interested parties and we assist our colleagues in Corporate Investment Banking (CIB) with the identification of ISV solutionns to meet client requirements. Corporate Trust APAC team authorize/validate/monitor and ensure the processing and administration of all types of Bonds where HSBC acts as the Issuing and Paying agent. APAC Loan Agency team authorize/validate/monitor the full range of administrative duties of servicing a deal, as well as gaining exposure to a variety of syndicated facility types. APAC business management team is responsible for reconciliation, static data maintenance, user access management and call-back. If you are up for a challenge, looking for an exciting career, have the passion to learn, then come join us!

What you’ll do:

A senior leadership role overseeing all operational processes and control framework across Kuala Lumpur, and Kolkata site for APAC  Issuer Service process and the Issuer Services operations loan process in Hong Kong. It is an absolutely key requirement that the incumbent demonstrates strong leadership of the team, to maintain the highest standards of control and operational support, whilst retaining a motivated and progressive workforce. Developing a high quality and highly capable Operation team with a strong management/supervisory team and depth in quality and succession planning in their organizational model.

Ensure the smooth running of APAC Issuer Service Operations in Kuala Lumpur, Kolkata and the ISV loans team in Hong Kong , making sure there is a culture of streamlining/Quality/Productivity and risk awareness. Implement supporting strategies, policies and procedures to ensure that operational (and other) risks are managed closely and effectively, in a commercially sensitive and practical manner. Drive consistency across process and geography, reduce hand offs and create a best in class operations utility that partners with Credit & Capital Management (CCM) leveraging opportunities to centralize where possible.

Work in conjunction with the Non-Financial Risk teams to ensure appropriate risk and control structure is in place and that risks that have been highlighted are managed appropriately. Establish appropriate metrics to monitor controls, productivity and service levels for all clients. Establish materials, training programmes etc. to ensure specialist product and process knowledge can be retained.

Work with Issuer Service Organization Development & Improvement (ODI) teams to implement both strategic and tactical change programs to increase productivity and reduce our risk profile.

The role is based in Kaula Lumpur and has full responsibility for APAC loan agency, loan administration (UK) and Corporate trust  operations  in Kuala Lumpur, Kolkata and loans operations in Hong Kong, including recruitment and staffing decisions, and for all aspects of the local control environment.

Impact on the Business/Function 

• Act as a senior leader of APAC Issuer Services , working alongside the Head of Issuer Service Operations to lead the direction and coordination of Issuer Services Operations activities across City offices. 
• Direct management and oversight of resources and relationships with senior business heads.
• Contribution towards sustainable savings in relation to Process Efficiencies.
• Ensure the risk governance framework is followed, and that escalation paths are adhered to.
• To plan for standardization of Issuer Service processes by sharing the best practices across the various markets with the aim to enhance cost effectiveness and efficiencies.
• As a member of the Issuer Service management team, contribute to the broader strategy and performance of the global function.

Customers / Stakeholders

• Establish and maintain effective relationship with customer, business areas, and identify areas of service improvements.
• Support the Non-Financial Risk (NFR) and Credit & Capital Management (CCM) senior management in ensuring the appropriate risk and control structure is in place and that risks that have been highlighted are managed appropriately. 
• Ensure excellent communication across the Issuer Service organization.
• Provide consistent benchmarking versus agreed targets, including trend analysis against KRI/KPI & budget.
• Problem situations are proactively identified and resolved to give maximum customer satisfaction and escalated where necessary. Appropriate measures are taken to improve quality and prevent recurrence.

Leadership & Teamwork

• Responsible for increasing the team’s productivity and efficiency through various process improvement initiatives.
• Responsible for coordinating and implementation of process improvement initiatives; deliver process training to build a strong bench of technically strong cross trained team members.

Operational Effectiveness & Control

• Compliance & Line control based on Grade complexity of funds/activity managed by role is decided by Global Service Delivery (GSD) line management based on experience and performance.
• Implement supporting strategies, policies and procedures to ensure that operational (and other) risks are managed closely and effectively, in a commercially sensitive and practical manner.
• Drive to ensure that the business inherent risk profile and any related issues/impacts are understood by the business and the appropriate actions (and/or risk acceptance) have been put in place to manage residual risk within appetite.
• Regularly review the business priorities, activities, structure and resources, optimally aligning to business needs and risk appetite.
• support the City Offices in driving the risk agenda across sites, ensuring maximum awareness, management of issues and overall compliance with framework requirements.
• Cost-effectively minimize the likelihood and impact of disruption by ensuring that the business can continue to meet at least the minimum expectations of customers, counterparties, regulators and other stakeholders at all times.
• To be aware of the Operational Risk scenario associated with the role, and to ensure that all actions during your employment with HSBC take account of the likelihood of operational risk occurring. Ensure escalation process is in place and is effective.

Management of Risk (Operational Risk requirements) 

• The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
• This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.
• Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Observation of Internal Controls (Compliance Policy requirements) 

• The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
• The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.
• This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimizing relations with regulators.

What you will need to succeed in the role:

• Degree in finance and accounting and/or related qualifications and/or relevant work experience.
• Prior work experience in Loan agency and admin environment mandatory and Corporate trust will be advantage. Knowledge of Syndicated /Bilateral loans across different sectors like Corporate/Real estate/LAF Project Finance and Export finance clients.
• Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals with strong organization and planning skills along with the ability to handle capacity and MI reporting.
• Ability to build and maintain relations with business units and continuously give feedback by stringent follow up on service level agreements.                                                                             
• Evidence of strong analytical, statistical and data mining skills to study trends, make projections and to interpret numeric information. Evidence of strong operational decision making and be able to provide support to the teams.
• Evidence of process management skills with an ability to initiate & drive process improvements.   
• Interpersonal skills: proven ability to communicate effectively and confidently at all levels across the Group.
• Practical experience of major business transformation activities.
• Proven ability to initiate cost control measures by achieving resource efficiency and managing overheads.
• Must be aware of the operational risk scenarios associated with this role and act upon pertinent risk (if any).

What additional skills will be good to have?

• Overall work experience of more than 15 years and been in management roles for 5 years in Operations.
• Prior work experience in syndicated /Bilateral and Participation loans mandatory.
• Prior experience of managing large teams will be preferred, the size of the team will be about 60 pax.
• Good oral and written communication skills and the ability to have dialogue with all levels of staff and management within the bank.
• Excellent problem solving skills, and the ability to see issues through to their conclusion.