ORA Specialist

Job description

Employment Type: Regular
Job Grade: GCB7
 
To provide operational and administrative support and quality standards to the PFS business that may be specialized in nature. Overall nature of work is moderately complex.
Impact on the Business
 
Provides support through the completion of routine and non-routine duties and tasks that are moderately complex in nature either face-to-face or through an alternate channel.
Completes moderately complex administrative support, processing, operational, servicing and/or accounting-related duties in support of assigned area.
Act as custodian for cash, combinations, keys, and negotiable securities ensuring procedures and relative records maintained in accordance with established guidelines.
Adheres to quality, compliance, regulatory and HSBC standards and follows established procedures and policies when completing tasks.
Maintains appropriate records of activities; prepares daily worksheets and reports as necessary.
Handles complaints and concerns where possible and appropriate and resolves and refers unusual problems to higher levels.
Ensures operational risk of HSBC and customers when completing tasks.
Responsible for ensuring the accurate and timely processing of all activities related to servicing and supporting activities of assigned area.
Provide necessary approvals and guidance within assigned limits to assigned team.
Provide basic customer service support either face to face or through an alternate channel as required by the business.
Demonstrates a customer service attitude and may participate in sales campaigns and assisting with mining sales files, identifying sales opportunities and making referrals where appropriate.
May act as back up HIFC Branch Manager.
Other projects as required.
Customers / Stakeholders
 
Exceeds expectations in terms of speed, certainty and efficiency of response.
Identify and understand customer needs in order to complete transactions and resolve issues quickly and efficiently.
Act as second level escalation for handling more complex issues as well as a referral point for signing authority and approvals.
Maintain superior and courteous service to internal and external contacts.
Ensure branch or work area is maintained in accordance with HSBC standards.
Leadership & Teamwork
 
Promotes and contributes to team-based approach in completing tasks and meeting internal and external customer needs.
Provide guidance to ORA Associates, Personal Bankers and Premium Bankers.
Participates in quality, regulatory and compliance training in order to meet performance targets.
Promotes an environment that supports diversity.
Demonstrates Group capabilities.
Role Context
 
Work is moderately complex and specialized in nature.
Work involves routine and non-routine duties or tasks and is completed under general supervision.
Work is completed according to well-defined, established procedures involving sound independent judgment.
Supervisor or manager provides direction for items exceeding assigned authority or unfamiliar situations.
Decisions and quality of work have an impact on the functional area and / or customers.
Role involves exposure to customers as well as external vendors and service providers.
Role requires ability to effectively handle diverse operational matters and unanticipated events.
May work in call centre or branch environment where systems are available in meeting services quality objectives.
May be required to work shifts outside of regular business hours.
Authority Levels
Manager Level 1 (recommend for Community and Tier B Branch)Cash In: 1,000,000Cash Out: 1,000,000Transfer Limit: 50,000,000Clearing Limit: 50,000,000Officer Approval for Overlimit Account: 1,000,000Note: Cheq/withdrawls and Deposits limits subject to Letter of Authority and will not exceed those listed here.
Manager Level 2 (recommend for Tier A and Flagship branches, Community and Tier B on an as-needed basis eg. high commercial volume)Cash In: 5,000,000Cash Out: 5,000,000Transfer Limit: 250,000,000Clearing Limit: 250,000,000Officer Approval for Overlimit Account: 5,000,000 Note: Cheq/withdrawls and Deposits limits subject to Letter of Authority and will not exceed those listed here.
Management of Risk
 
Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
Promote an environment that supports diversity and reflects the HSBC brand.
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.
 

Desired profile

Secondary school graduation.
At least 1 year of experience in related role.
Professional appearance and attitude.
Career minded team player and development minded.
Ability to meet volume, quality and regulatory performance targets.
Excellent communication (verbal and written), customer service and interpersonal skills.
Strong analytical and critical thinking ability.
Proven ability to learn and operate new software and technology.
High attention to detail with advanced time management and organizational skills.
Ability to multi-task, handle large volumes, tight turnarounds and multiple deadlines.
Ability to embrace change.
Knowledge of HSBC’s products and services.
Knowledge of HSBC’s policies, practices, and procedures.
May require industry-specific certification to serve as back up to the HIFC Branch Manager. To serve as backup HBM the incumbent requires:
Proficiency requirements*
2 years experience selling mutual funds
Registered, licensed or approved as the BM under the applicable securities legislation.
Ability to work independently.
Ability to lead and guide others.
Willingness to be mobile in local area.
Experience with conflict resolution.
Understands / speaks French as well as English fluently AND Mandarin and/or Cantonese an asset.
Proficiency requirements could include any one of:
Canadian Securities Course;
Canadian Investment Funds Course; or
Investment Funds in Canada AND any one of the Branch Manager courses offered by CSI or IFIC; or
A Branch Compliance Officers Course offered by Investment Funds Institute of Canadian Bankers.