Operational Support Manager

Job description

Job description

Why join us?

·  Issuer Services serve GBM and CMB clients issuing Loans and Bonds into the Capital Markets on a wholesale basis.
·  Loan Agency and Administration of floating rate loan product (for ISV, GB and CMB lending businesses): 
·  Facility Agent services syndicated loan agreements for the borrower on behalf of all lenders, including position management, notifications, asset servicing, cash and letters of credit for principal, interest and fees. 
·  Loan Admin of HSBC bilateral (Customer/RM instruction) and participation loans (syndicated as lender, Agents/RM instruction) for servicing, cash and letters of credit for principal, interest and fees. 
·  Corporate Trust provides services to bond Issuers and market exchanges that enable the effective running of the market platforms; Euroclear, Clearstream (ICSDs); and DTC. 
·  Common Depository is appointed by the ICSDs to service physical securities. 
·  Agent services are provided to Issuers to ensure that new issues and programmes are managed into the exchanges for cash, securities and corporate actions (Issuing, Paying, Transfer, Account, Registrar). 

Escrow services are provided to ensure the smooth running and risk mitigation of new issues by managing cash, securities and collateral as an independent third party.

If you are up for a challenge, looking for an exciting career, have the passion to learn, then come join us!

What you’ll do:

·  The jobholder will lead and manage a team to deliver excellent service delivery as per agreed PLA on timeliness & quality. Ensure that risks are 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/external audits and measures undertaken and regularly reviews 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.

Impact on the Business/Function:

·  Securities services demands the delivery of a highly professional Customer focused service with a continuous drive for improvement in terms of both service and cost effectiveness.
·  The challenge of the business is to work under various time zones, different systems, practices and processes and a uniqueness of work culture/environment inherited from the migrating countries. The nature of the services provided and the extent of the delivery of the services is such that processing delays or errors will almost inevitably result in serious losses to the Group or poor customer service. The maintenance of a high level of internal control is essential to minimize these risks and maximize process security. To implement controls that is adequate to ensure minimal/ zero regulatory breaches and financial losses based on the loan size processed under ISV.

Customers / Stakeholders:

·  Monitoring ‘Service Quality’ of the team to ensure high Customer Service Standards and drive rigorous customer centric quality Campaigns/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, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence.
·  Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer and customers are kept fully informed of progress.
·  All KPIs, accuracy targets and SLAs are met.
·  Engagement with Business Areas to understand and work on improving customer satisfaction.
·  Proactively identify and improve on service delivery. Execute initiatives to increase business partner and client satisfaction through improvement in quality and consistency of service delivery to achieve mature and sustainable offshore operating model.

Leadership & Teamwork:

·  Effectively drive and manage change to achieve business goals. (eg: 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.
·  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.
·  Create robust team environment where skills and knowledge is shared to achieve team and business goals.
·  Brief team members regularly and ensure that they are made aware of individual/department performance targets and achievements.
·  Knowledge and experience is shared with team members, providing assistance on referred/technical issues.
·  Implement and monitor Band Progression plans to meet Business requirements and Staff expectations.
·  Progress reviews on performance are undertaken within agreed timescales. Advice and guidance is given in a constructive manner.

Operational Effectiveness & Control:

·  Completion of records and Management Information.
·  Build out effective management control framework linked to governance reporting and KPI packs.
·  Support GBM BCM in implementation of robust business continuity plan across the respective ISV FR team.
·  Build out effective local BRCM capability across ISV FR team.
·  To continually reassess the operational risks 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.
·  To implement Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term ‘compliance’ embraces all relevant laws, rules and codes with which the business has to comply.
·  Ensure daily 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.
·  Monitor the process productivity to ensure quality targets are achieved. Issues/problems are fully analyzed and resolved or escalated. Appropriate action is taken to prevent recurrence.
·  To acquire a broad understanding of the settlement 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 settlement processes.
·  To have a tight control to prevent any operational losses by establishing methods and check points to scrutinize exceptions/errors and to prevent potentially fraudulent situations through strong internal audit and staff feedback mechanisms.
·  To smoothen the impact of erratic workflows/volumes through effective capacity planning, leave management and process prioritization by allocating/reallocating resources across the various markets.
·  Ensure ‘knowledge retention’ in the section by reinforcing concepts through continuous staff training and cross training across the various markets. (To address the effects of attrition).
·  Procedural changes/new initiatives are fully communicated to and implemented by the team. Team members consistently maintain a high level of customer service by achieving established SLAs.
·  To co-ordinate and assist the management team while initiating business recovery measures. To monitor Operational Risks and implement risk mitigating plans.
·  Management Information, other required data and communication are completed accurately and supporting statistics/reports/returns are presented within agreed timescales.
·  Maintain equipment, systems and general work environment in good condition and ensure that issues/problems are investigated/resolved immediately or escalated to Line Manager.
·  By addressing any areas of concern in conjunction with line management and/or the appropriate department.

Role Context:

·  Acts as a reference point for the GCB 7 and supervisors (if applicable) for queries and issues that they are unable to resolve.
·  Makes decisions in connection with operational matters within current policies and procedures.
·  Execute initiatives to effectively manage direct and indirect expenses across ISV OSC to achieve ROP plan for ISV.
·  Tracks entries over Operational Losses, Recoveries and Fortuitous Gains accounts to the limits delegated to the current grade of the job and advises this to the Business Partners for each region (if applicable).
·  With the support of the Business Partners from each business region, has direct responsibility to ensure accurate reconciliation of departmental suspense accounts, and the timely clearance of outstanding items.
·  As required, meets and communicates with most levels of group staff and management representing GSC – KL personnel and the business function on business related matters.
·  Regular liaison with business partners. Be the point of contact for any escalation on operation matters. Address clients’ issues swiftly and ensuring minimal impact on BAU operations.
·  Making decisions on GSC – KL staff recruitment. Implement integrated employee lifecycle management strategy from hiring, training, knowledge management and career development.
·  Attends meetings (or phone meetings) with the AVP ISV or other relevant personnel within GSC – KL or the respective Business Partners for each region.

Management of Risk (Operational Risk / FIM requirements):

·  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 (Compliance Policy / FIM requirements):

·  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.

Requirements

What you will need to succeed in the role:

Knowledge:

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

Experience

·  At least 3-5 years’ experience in management position with exposure to appraisals, counseling, team building and staff development.                                                                             
·  Experience in a processing environment.

Skills:                                                     

·  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.
·  Experience of successfully managing and developing a team in a previous role.                                                     
·  Evidence of process management skills with an ability to initiate process improvements.                                                                               
·  Initiate cost control measures by achieving resource efficiency and managing overheads.

What additional skills will be good to have?

Skills:

·  Nil