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. Securities services Treasury Product offers a range of value-added solutions to support the Client's management of Cash and control of Foreign Exchange risk. Interest rate management, banking and payment services, on and off balance-sheet investment alternatives and risk mitigation are part of our wide product proposition.

What you’ll do:

Principal Accountabilities and Responsibilities – Operations:

Inputting, checking or approving Treasury Product transactions.

• Ensure adherence to process cut-off for all limit approval requests, as appropriate.
• Drive staff development through soft skill training, personal development plans and performance management reviews.
• Progress reviews on performance are undertaken within agreed timescales. Advice and guidance are given in a constructive manner. 
• Knowledge and experience are shared with team members, providing assistance on referred/technical issues. 

Other Accountabilities and Responsibilities:

Leadership & Teamwork:

• Effectively drive and manage change to achieve business goals (e.g. process improvements/procedure changes).
• Lead by example through service excellence and drive Quality initiatives to improve customer satisfaction.
• Reward and recognise service excellence.
• Strike a balance among tasks, the team and individuals to inspire and influence staff to bring out their best.
• Motivate and develop team members to meet business objectives.
• Create a robust team environment where skills and knowledge are shared to achieve team and business goals.
• Brief team members regularly and ensure that they are made aware of individual/department performance targets and achievements.
• Implement and monitor Band Progression plans to meet business requirements and staff expectations.

Customers:

• 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. Recognise, reward and set high internal service excellence benchmarks to ensure customer satisfaction.
• Problem situations are proactively identified, resolved and escalated to maximise 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 customer goodwill, and customers are kept fully informed of progress.
  
  

Operational Effectiveness & Control:

• 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 process productivity to ensure quality targets are achieved. Issues/problems are fully analysed and resolved or escalated. Appropriate action is taken to prevent recurrence.
• To acquire a broad understanding of the settlements processes and to keep abreast of the latest developments in the assigned markets on the rules & regulations set by the regulators, stock exchange etc., that may have implications for the daily corporate action processes.
• To have tight control to prevent any operational losses by establishing methods and checkpoints to scrutinise exceptions/errors and to prevent potentially fraudulent situations through strong internal audit and staff feedback mechanisms.
• To smooth the impact of erratic workflows/volumes through effective capacity planning, leave management and process prioritisation 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 coordinate and assist the management team while initiating business recovery measures. To monitor Operational Risks and implement risk-mitigating plans.

Completion of records and Management Information:

• Management Information, other required data and communication are completed accurately, and supporting statistics/reports/returns are presented within agreed timescales.

Housekeeping:

• Maintain equipment, systems and the general work environment in good condition, and ensure that issues/problems are investigated/resolved immediately or escalated to the Line Manager.
• Continually reassess the operational risks 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.
• Address any areas of concern in conjunction with line management and/or the appropriate department

Management of Risk:

• To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance Department. The term compliance embraces all relevant laws, rules and codes with which the business has to comply.
• To continually reassess the operational risks inherent in the business, taking 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.

What you will need to succeed in the role

• A post-graduate diploma or degree in any discipline. Higher qualification is not a bar, provided aspirations are commensurate with the position.
• Prior experience in securities processing (e.g., settlements, corporate actions, custody, reconciliations) and a solid understanding of securities products would be an added advantage.
• Demonstrated people management capability, with hands-on experience in performance appraisals, coaching and counselling, team-building, and supporting staff development 
• Ability to speak and understand English fluently, write business letters and reports, and have good conversational/telephone skills.
• Leadership skills, with the ability to build rapport with, relate to, and effectively develop a wide range of people.
• Ability to maintain focus while working with voluminous data, including the ability to strategise, organise, and execute this for the department’s month-end/roll-period high volumes.
• Ability to multitask, including the ability to maintain focus while shifting between tasks/processes. This includes the candidate’s ability to manage the day-to-day operations of multiple processes with multiple Business Area operations colleagues.
• Ability to plan, organise, and implement change effectively and positively.
• Ability to work non-standard Asian hours (e.g. UK hours, Middle East hours, US hours).

What additional skills will be good to have?

Knowledge:

• CISI certification or equivalent would be an added advantage.