Job Description
Job description
Some careers shine brighter than others.
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 64 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 Operational Support Manager
In this role, you will:
The Opportunity:
To investigate breaks/exceptions on Foreign Exchange and Precious Metals transactions for HSBC BANK USA N.A. including identifying causes of breaks and taking necessary steps to resolve. Staff will have to work with counter parties, or other group employees as well as liaise with Relationship Managers for retail customers. Individual needs to have eye for detail, drive, passion for such work, and be a self-starter. Excellent spoken and written English is critical for success in the role.
To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified SLAs.
Responsible for rapport building and resolving customer inquiries in a professional manner.
Acquire and update knowledge on procedures related to processes.
Process work as requested by line management / customer. Ensure that work is completed in accordance with established procedures and standards.
Work well independently, complete assigned tasks within established timeframe, and complete regular assignments without reminders or additional requests.
Work productively and professionally. Demonstrates ways to improve customer service and increase productivity.
Participates in team meetings, activities, promotes team spirit.
To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators, accompanied by the appropriate internal control standards relevant to the role.
To implement the Group Compliance Policy, as applicable to the role.
To be aware of the Operational Risk that associated with the role, and to ensure that all actions during the employment with HSBC take account of the likelihood of operational risk occurring.
What you’ll do:
Principal Accountabilities: Key activities and decision making areas Typical Targets and Measures
Impact on the Business/Function [COMPLETE 3-4 AREAS]
Work is processed and completed within time scales in accordance with procedures.
Process productivity and quality targets are achieved, and high level of customer service maintained at all times. Issues / problems are fully resolved or escalated, as appropriate. Appropriate action is taken to prevent recurrence.
Procedural changes / new procedures and changes implemented are fully familiarized and implemented.
Management Information (MI), other required data, and communication are completed accurately in the prescribed manner on a timely basis to support performance statistics / reports / returns.
Identify own development needs and seek out appropriate training / guidance / development in order to achieve business goals (e.g.: productivity / accuracy improvements in process).
Actively participating in cross training to meet the contingency needs of the process.
Actively participating in cross training plans within team / process and across department in order to ensure that process and department have sufficient contingency.
Exhibit ownership over tasks performed and business.
End of Day Checklists
Daily / Monthly Management Information (MI)
Performance Level Agreement
Feedback from internal/external customers
Department Quality Trackers
Requirements
To be successful in this role, you should meet the following requirements:
Knowledge
Working hours will be primarily Night Shift ie., 8.00 AM to 6.00 PM EST (US hours)
Experience in Securities/ Foreign Exchange & Money Market or Derivatives would be an advantage
A degree in accounting/finance/management/business administration. Higher qualification not a bar provided aspirations commensurate with the position
Experience
Work experience in Treasury is preferred though not necessary. Experience not a bar provided aspirations commensurate with the position
Skills
Ability to speak and understand English fluently.
Ability to write business letters and reports
Good conversational/telephone skills
Ability to learn quickly and transfer knowledge appropriately
Ability to understand and interpret numeric data
Minimum, basic computer knowledge
Flexibility to work shifts
Ability to build rapport with and relate to a wide range of people
Ability to maintain focus while working with voluminous data
Ability to multi task
Committed to equal employment opportunities
You’ll achieve more when you join HSBC
HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, ****** orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”
Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued By HSBC Electronic Data Processing (India) Private LTD
