Senior Financial Services Officer - SEC - HBAP Unit Trust - HSBC Operations, Services and Technology - NHC

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 Job Description - Senior Financial Services Officer - SEC - HBAP Unit Trust - HSBC Operations, Services and Technology - NHC (0000CIHV)

Job Description 

Senior Financial Services Officer - SEC - HBAP Unit Trust - HSBC Operations, Services and Technology - NHC : 0000CIHV 



Some Careers grow faster than others.


If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.


HSBC Operations, Services and Technology


HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HOST combines global expertise and technology to help keep us ahead of the competition.


Global Service Delivery


Within HSBC Operations, Services and Technology, Global Service Delivery is a leader in the development of services and processes that are designed around the customer and enable the firm to demonstrate to regulators that its processes and ways of working will deliver consistently high standards of compliance. Every day, customers all over the world are paying bills, buying homes and setting up companies and every day, Global Service Delivery teams are making sure all this happens smoothly.


Role Purpose


We are currently seeking an ambitious individual to join this team working together with colleagues to define, manage and achieve divisional business targets. In this role, you will:

  Impact on the Business/Function  

  • Perform the day to day checker role for processing
  • Overseeing the processes and to handle escalations and process related query resolutions.
  • Plan capacities daily and intra-day based on projections and volume analysis and allocate/reallocate resources within the team.
  • Monitor service delivery levels and productivity via MI reports and timelines as per PLA
  • Ensure compliance with audit requirements by performing audit checks as required by process in line with business process requirements.
  • Attend monthly meeting with business partners to highlight/escalate operation issues and keeping abreast with issues/trends
  • Manage and provide guidance to staff on expected service delivery levels and administrative tasks
  • Responsible for planning, training for staff
  • Provide full support to Line Manager in root cause analysis with business partners for error rectification exercise
  • Monitor and review associated procedures for business partner’s approval
Customers / Stakeholders  
  • 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 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  
  • Lead by example through service excellence and driving quality initiatives for improved Customer Satisfaction.
  • Strike balance among task, team and individual to inspire and influence staff to bring out their best.
  • Motivate team members to meet business objectives - advice and guidance is given in a constructive manner and supported by appropriate evidence.
  • Ensure staff are briefed and made aware of individual/department performance achievements/ targets in a timely manner.
  • Create an environment where skills and knowledge is openly shared and effectively implement changes to achieve department and business goals. (eg. process improvements/changes in procedures)
  • Ensure performance management scheme is implemented in line with procedures across sections consistently.
  • Monthly reviews need to be conducted and recorded. GSEs’ personal files need to be updated timely.
  • Supporting the initiatives undertaken by the management, Wealth, HDPG and Group
  • Manage and provide guidance to staff on expected service delivery levels and administrative tasks
  • Responsible for planning management training for staff
  • Have clear concepts of the end-to-end process and be able to deliver operation training/coaching to everyone.
  • Lead by example through service excellence and driving quality initiatives for improved Customer Satisfaction.
Operational Effectiveness & Control:
  • Acquire broad understanding of the whole business processes across all the sections to effectively assist the Line Manager to manage the migration projects.
  • Management of migrations for the business by developing synergies and best practice across different businesses to enhance efficiency of processes and cost effectiveness.
  • Re-engineering the migration processes by working closely with business, to coordinate and device standardized methodology and business optimization method for all markets across all sections of the business.
  • Ensure 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.
  • Acquire a broad understanding of the administration processes and to keep abreast with the latest developments in the assigned markets on the rules & regulations by the regulators, stock exchange and etc that may have implication to the daily administration processes.
  • Implement tight controls to prevent any operational losses by establishing methods and check points to scrutinize exceptions/errors.
  • Establish an effective processing time matrix to measure the performance/productivity of the staff and to evaluate the time and workflow management of each process for the various business and sections.
  • To manage and respond to internal and external audit reviews by performing strong internal audit, staff feedback mechanism and self-assessment of processes.
  • Managing SLAs by constantly assessing the performance/information and turnaround time of the processes for the various markets across all the sections in the business.
  • To regulate the impact of erratic workflows through effective planning, leave management and process prioritization by allocating/reallocating resources across the various markets in the business.
  • Conduct system testing and user acceptance test to ensure system enhancements are according to the user requirements.
  • Develop daily and monthly MIS according to the requirements of the various markets in the business for internal reporting and client reporting in a timely manner.
  • 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.
  • Procedural changes/new initiatives are reviewed, agreed with the business areas, fully communicated to staff and implemented.
  • Documents related to Operations need to be updated timely and accordingly to labeling policy at secured and accessible when required.
  • To support BCP by implementing the changes and adhering the BCP Group & Wealth guidelines.
  • Assist Line Manager to manage projects and to carry out the proactive investigation required to ensure the service is prepared to cope with changes in market practice and introduction of new market areas
  • Provide support to or take lead in absence of Line Manager in root cause analysis and act as Liaison with business partners for error rectification exercise
  • Attend monthly meeting with business partners to highlight/escalate operation issues and keeping abreast with issues/trends



  • A post-graduate diploma or degree in any discipline. Higher qualification not a bar provided aspirations commensurate with the position                  
  • Lateral applicants should have served at least 18 months in their current position
  • Experience in a Securities processing environment at least 1 year.                                        
  • 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                                                                                   
  • Initiate cost control measures by achieving resource efficiency and managing overheads

You’ll achieve more at HSBC.


HSBC is 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.



***Issued by HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***


Job Field

 : Operations

Primary Location

 : Asia Pacific-China-Guangdong-Foshan


 : Full-time 


 : RotatingType of Vacancy : Country vacancy

Job Posting

 : 04-Feb-2019, 09:52:32 

Unposting Date

 : 18-Feb-2019, 23:59:00  

6 February 2019
Location: China Guangdong Foshan
Work type:
Full time
Banking and Financial Services
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

This career opportunity is no longer open.
Please search for current vacancies here.

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