SME Manager

Why join us?

Custody team is responsible for set up of custody security accounts and maintaining the static data for new and existing custody accounts mainly on the GHSS system. The process consists of Account Opening, Account Closing, Static Maintenance, Client Static Integrity Check as well, covering 10 different custody site with multiple system.

The Opportunity:

People Manager will be part of Data Ops ASM Custody team. The nature of the work will be diverse and receive custody instructions from variety of sources and systems and perform necessary due diligence. It is expected that this role will liaise with a larger operations team under ASM and work very closely with stakeholders to manage bulk and regular BAU volumes as and when asked. The role will also require the People Manager to work closely with all the custody markets internal and external stakeholders. Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level. Supporting Account Opening, Account Closure and Static maintenance on all key systems as per client requirement. Ensuring BAU, Projects, ad-hoc request is managed appropriately with controls in place and without compromising the quality.

What you’ll do:

• Managing people whom are aligned to Data Ops ASM Custody along with managing volumes and productivity targets on a day to day basis and ensure all parameters are achieved as agreed with the line management.
• The individual is also expected to assist Manager to ensure team is highly motivated by organizing related activities to inculcate team work and positivity within the team.
• Assist SME & Line Manager and the team in processing activities and queue/volumes management.
• Meet customer requirements and turnaround requests in agreed time frames.
• Adhere to FIM, Audit, and Compliance control requirements (Markets FIM – B12.5 | B2.10.3).
• All operational processes are operating and that a robust control environment is in place across Client Data Services Offshore Services.
• Assist SME & Line Manager-Operations to carry out effective Operational Risk assessments by monitoring and implementing risk mitigating plans by escalating potential risks that may arise.
• Able to deal with a very dynamic business where various factors will have an impact on work volumes, and how work is handled / processed. Nature of business is such that any error committed exposes the Group to risk of loss / audit finding.
• Participates in site-wide initiatives and best practice sharing sessions.
• Acquire and update knowledge on procedures and products to achieve agreed quality targets (as amended or notified from time to time) on the process.
• Build rapport with customers (internal & external).
• Provide information to customers based on requests made.
• Ensure that each work is completed in accordance with established procedures and standards, Produce MI as required.
• Identify and escalate potential showstoppers.
• Support achievement of team objectives.
• Participate in development of cohesive teams, Foster development of co-workers.
• Contribute to the creation of a supportive work environment driven by people centric values.
• Build professional relationships with colleagues in other areas, delight internal and external customers.
• Exhibit ownership of the business.

What you will need to succeed in the role:

• Possess good knowledge of operational workflow and systems within Account and SSI Maintenance. (D)
• Evidenced ability to build rapport with various stakeholders and can contribute to make the team more effective. (E)
• Excellent Communication, planning and organizing skills. (E)
• Ability to learn quickly and transfers knowledge appropriately, understand and interpret data. (E)
• Ability to speak and understand English fluently, writes business letters and reports, and has good conversational / telephone skills. (E)
• Knowledge in Global Banking and Markets. (E)
• Possess good problem solving and decision making skills. (E)
• Graduate any background. (E)
• Ability to plan & organize effectively as well as adopt a flexible approach to change. (E)
• Ability to build rapport with and relate to a wider range of people. (E)
• Good interpersonal skills and customer service orientation. (E)
• Good Analytical skills. (D)
• Excellent communication skills – Written & Verbal. (E)
• Strong time management skills and ability to work under pressure. (E)
• Good team player. (E)
• Self-driven-needs to have a drive for results. Could be depended on meeting deadlines and commitments. (E)
• Knowledge Settlement Instructions / Standard Delivery Instruction. (E)
• Thorough working knowledge of Markets FIM 12.5, 12.12 ,12.20, 12.13.5 and Operations FIM B.2.10.3. (E)
• Ability to work under different time zones (Rotational shift pattern: APAC or UK business hours).

What additional skills will be good to have?

• A good understanding of the overall securities industry from an operational and regulatory perspective. 
• Knowledge of excel.  
• Knowledge on MS Visual Basic is an advantage.