Assistant Manager Documentation, Global Trade & Receivables Finance (2 Roles)

Job description

Employment Type: Regular

To achieve high-quality service delivery. Liaise with other GTRF teams and service providers (e.g. GSC, NSC, DHL). Ensure service levels are in line with/exceeding SLAs, higher than the competitors and identify operational improvement opportunities

Impact on the Business
· Conduct the day-to-day running of the resource planning, workflow management and performance and productivity assessment.
· To keep overheads within the plan, and effectively manage all resources and identify cost saving opportunities
· Monitor performance of document management through daily observations, feedback of internal customers and service providers and input from peers.
· Monitor service standards against SLA , taking preventative and corrective action as appropriate.
· Make timely decisions to sustain productivity within available resources.
Customers / Stakeholders
· Work with other GRTF functions/teams to maintain/improve GTRF operations and service standards
· Representative for liaison with BSE, CMP, other GTRF teams and Customer Groups
· Provide real-time support to team and manage efficient delivery of services
Leadership & Teamwork
· Inspire the team to achieve the Group strategy and business objectives
· Share knowledge, experience and best practices with junior employees within and outside of immediate team and promote a collective culture to spread experience & best practice
· Live the Group Values
· Promote an environment that supports diversity and reflects the HSBC brand.
Operational Effectiveness & Control
· Maintain & improve teams' productivity. By ensuring the Document Management functions are processed efficiently and in line with/exceeding SLAs and maintaining good communication with service providers (e.g. GSC, DHL, NSC) and internal customers
· Escalate any issues which are beyond personal authority levels, if any, and outside the scope of the job knowledge expected of your grade level.
· Safeguard the Bank from potential loss.
· Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
· Complete other responsibilities, as assigned.
Major Challenges
· The first major challenge of the job holder is the management and co-ordination of resources to complete the highly fluctuating transaction volume while maintaining quality service and at the same time achieve the SLA requirement. The second major challenge is developing skills and ensuring quick and effective delivery of excellent customer service.
· Other challenges include maintaining good morale, being sensitive to team response, reacting positively to changes as well as providing an open communication atmosphere. Additionally, the position must be able to respond promptly to a diversified range of service and process issues, customer disputes, system hiccups and risk handling etc.
Role Context
· HSBC Trade is one of the core businesses of the HSBC Group, now branded as Global Trade and Receivable Finance after Receivable Finance and Trade has come together under the same global structure.
· Re-engineering and Migration will be an ongoing activity in order to gain efficiency, reduce transaction costs, improve service quality and in turn increase market share. This transformation involves the setting up of the Document Management function; a new, specialized team of dedicated service staff. By providing excellent customer service, the Document Management team will improve response times, enhance the customer experience and ensure that GTRF Canada meets its clients' needs in the most efficient, professional and high-quality manner.
Management of Risk
· Ensure compliance of both general and anti-money laundering and anti-terrorist financing (AML/ATF) compliance controls as well as operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
· The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization.
· The jobholder will also continually reassess the operational risks associated with the role and 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.
· This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.
· Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.
Observation of Internal Controls
· Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
· The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
· The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance' embraces all relevant financial services laws, rules and codes with which the business has to comply.
· This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimizing relations with regulators.

Desired profile

Qualifications :

Essential
·  At least 3-5 years of experience in trade and customer service
·  Proven leadership and experience at supervisory level
·  Strong interpersonal, influencing and communication skills. Passion to share knowledge/experience with others.
·  Proven success and achievement in the past working experience where one has to handle multiple tasks independently.
·  A good team player who possesses good interpersonal and communication skills
·  Strong organizing and time management skills
·  Can work independently and quickly, with good attention to detail
·  Good command of spoken and written English desirable
·  self-motivated with initiatives to take on new and additional responsibilities
·  University Degree/College Diploma in business/finance preferred