Operations Manager - Corporate Actions (AU)

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If you’re looking for a career that will help you stand out, join HSBC and fulfil your 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.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 62

countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Manager - Processing.

Why join us?

Direct Custody Corporate Action (CA) team is responsible for end-to-end processing of various CA events in a specific market. Process covers announcement, reconciliation, instruction management, submission and payment of distribution to clients.  Corporate Event such as Proxy Voting, income distribution including and not limited to Cash dividend, Interest & Redemption for Fixed income securities.

The Opportunity:

• Understand Custody as a Market Securities Line of Business
• Learn various types of Corporate Events and securities in certain market
• Experience end to end process of CA event in various Custody platform
• Be engage with various stakeholders including liaising with Company Share Registrar, Depository and direct clients
• Opportunity to learn and grow as an expert of Securities services for specific market

In this role, you will:

Manager is responsible to support daily production, provide expertise and act as focal point of escalation- to ensure team achieve targets of timeliness, accuracy and quality of work through monitoring of workloads and completion of appropriate controls within Asset Services.

Impact on the Business 

• Ensure a low cost, high quality service to the business areas ensuring that risk is minimized and profit is maximized through effective management of costs/resources.
• Ensure that process and procedures are continually reviewed and improved and the changes are communicated and implemented effectively. 
• The job also entails checking on internal audits and measures undertaken and regularly review them in order to maintain quality and productivity at the optimum level.
• Set a high standard of continuous staff motivation and leadership to ensure a good work environment leading to committed staff who take pride in working for the Company.
• Develop staff to achieve their potential to both meet Company objectives and manage attrition.

Customers / Stakeholders

• Set an example in ‘Leading to be Customer driven’ by implementing effective customer feedback mechanisms and monitoring ‘Service Quality’ of the section to ensure high Customer Service Standards.
• Drive rigorous and customer centric Quality Campaigns and initiatives to increase Quality awareness in the team.
• Recognize, reward and set high internal service excellence benchmarks to ensure customer satisfaction.
• 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.
• Establish and maintain effective relationship with customer business areas and identify areas of service improvements.

Leadership & Teamwork 

• Effectively drive and manage change to achieve business goals (e.g. process improvements/changes in procedures)
• Lead by example through service excellence and driving quality initiatives for improved Customer Satisfaction.
• Drive staff development through soft skill training, personal development plans and performance management reviews. Reward and recognize service excellence and keep high staff morale through ‘Celebrating Success’.
• Strike balance among task, team and individual to inspire and influence staff to bring out their best.
• Motivate and develop team members to meet business objectives - advice and guidance is given in a constructive manner and supported by appropriate evidence.
• Develop staff to achieve business objectives and achieve individual potential, sharing knowledge and experience and providing assistance on referred issues.
• Plan and promote Band Progression to meet Business requirements and Staff expectations.
• Create an environment where skills and knowledge is openly shared to achieve department and business goals.
• Ensure performance management scheme is implemented in line with procedures across sections consistently.

Operational Effectiveness & Control

• To acquire a broad understanding of the corporate action processes and to keep abreast with the latest developments in the assigned markets on the rules and regulations by the regulators, stock exchange and etc that may have implication to the daily corporate action processes.
• To plan for allocation/reallocation of resources and process prioritization across the various markets within Corporate Actions to smoothen the impact of erratic workflows/volumes and leave management by ensuring that a robust cross training plan is in place to multi skill operation teams. 
• To plan for standardization of corporate action processes by sharing the best practices across the various markets with the aim to enhance cost effectiveness and efficiencies.
• To ensure control measures/checkpoints are established to scrutinize exceptions/errors to prevent any operational losses and reviews on these measures are constantly performed.  Procedural changes/new initiatives are reviewed, fully communicated to and implemented.
• Plan for effective cross training taking into account the Global Contingency requirements, Staff Banding progression and Operational requirements and striking a balance among them.
• Ensure ‘Knowledge retention’ in the section by reinforcing concepts through continuous staff training. (To address the effects of attrition)
• Ongoing monitoring and review of workflow and priorities are in accordance with procedures.
• Process productivity and quality targets are set, monitored and achieved to ensure optimum resource utilization and achievement of business objectives and customer SLA’s
• Review Contingency requirements on a periodic basis and invoke relevant business recovery measures as necessary. Carry out effective Operational Risk Assessment by monitoring and implementing risk mitigating plans.

To be successful in this role, you should meet the following requirements:

Knowledge

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

Experience

• Relevant experience in Securities services preferably related to Asset Services
• At least 2-3 years’ experience in a management position with exposure to production management, capacity planning, counselling and staff development.      
• Relevant experience to operate in fast paced environment with tight SLA’s, managing client expectations, handling issues or escalation and monitoring overall team production
• Experience working in project related environment, through lean six sigma or agile approach.
• HSBC Securities experience would be beneficial especially with exposure to the worldwide aspect of the business.

Skills

• Strong communicator, both verbally and in writing.
• 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 analytical support to the teams 
• Evidence of process management skills with an ability to initiate process improvements                 
• Demonstrates strong awareness / ability to recognize and effectively contain financial and operational risk.
• Able to work in pressurized environment and manage priorities effectively.

Dedicated approach to teamwork and ability to contribute to team effort.

• Customer focused & committed to providing a high quality service.
• Attention to detail and accuracy.
• Good planning, organization & time management skills.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.

You’ll achieve more when you join HSBC.

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