Global Support Executive

HSBC; Kuala Lumpur; Híbrido; MYR 60.000 - 100.000; Jornada completa

Descripción de la vacante

HSBC in Kuala Lumpur is seeking a Collateral Services Operations professional to support daily margin processing, client interactions, and control frameworks for OTC derivatives, securities, and related instruments. Hybrid role based in Kuala Lumpur with emphasis on service quality and risk management.

The role requires quick learning, teamwork, strong communication, and proactive process improvements to enhance data quality and client satisfaction.

Formación

• Quick learner with an interest in banking.
• Ability to work in a team and build relations with stakeholders.
• Strong business communication, both written and oral.
• Maintain high level of client service at all times.

Responsabilidades

• Provide daily operations support to maintain controls and mitigate risk.
• Act as primary contact for business and clients for escalation.
• Ensure dispute processes align globally to improve efficiency.

Conocimientos

Teamwork

Client service

Communication

Problem solving

Descripción del empleo

Kuala Lumpur, Federal Territory of Kuala Lumpur, MY, 55188

Brand: HSBC

Area of Interest: Investment Banking, Markets, and Research

Role Workstyle: Hybrid Worker

The Collateral Services team are responsible for the processing of all collateral related counterparty risk exposure management & the collation & distribution of client portfolio valuations. One of the functions of the Collateral Management department is the management of collateral exposure. Daily, the department calls margin or gives out margin to counterparties in the general course of the business. Products covered include all OTC derivative transactions & securities. These include locally booked interest rate, equity, credit & FX derivatives

Collateral & Valuations is split between roles: - Client Facing & Data Quality. Portfolio Matching is a key initiative to ensuring our Data Quality controls are maintained by proactively completing regular ratification of all the open trades between HSBC & our clients. Its benefit includes reduction in collateral disputes & valuations queries, efficient notice of trade booking issues, reaffirmation of aged open trades, enhanced monitoring of MTM calculation & modelling. As for the Interest processing, the responsibility is to have direct interaction with clients in regard to the issuance, receipt and settlement of all Interest related activity for OTC derivatives, Repo and FX Prime Brokerage

The Opportunity:

The key functions of this role includes the understanding of:

• Need to be a quick learner and interested in a career in banking industry
• Ability to work in a team and also develop good relations with all internal and external stake holders
• Good business communication both written and oral
• Should be able to maintain highest level of client service at all times
• Basic knowledge of derivative products and financial markets
• To ensure adherence to procedures and policies at all times
• To ensure timely escalation of issues to senior management
• To provide process improvement ideas and also assist in implementation of the same
• To assist in projects and testing of new workflows and tools
• Produce appropriate root cause analysis & follow through to eradicate the causes
• Understand and ensure compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which you are involved
• To ensure full understanding of the products supported by the Clearing and Collateral business
• To take ownership for career development and to show active participation in skill, product and management development

What you’ll do:

Impact on the Business/Function:

• Provide daily operations support to ensure all controls are carried out accordingly as required. This will allow additional layer of control to prevent Operational Loss, Reputational Risk, etc.
• Primary contact for the business and clients for escalation issues
• To ensure all dispute processes are aligned globally to mitigate risk and gain on efficiency.

Customers / Stakeholders:

• Provides quality customer service and ensures achievement of Performance Level Agreement (PLA)
• Provide leadership and customer service to all, both top and lower Management, consistent with Group and Company policies and standards. Leading a cohesive team, working in a supportive team environment driven by people centric values.
• Phone interactions with customers, focusing on resolving their requests promptly with efficiency, accurateness, professionally and courteous manner to promote customer loyalty.

Leadership & Teamwork:

• Process specialist - to support and guide the team and act as a key referral point for escalation for team members.
• Monitor team’s performance. Productivity and quality of work are monitored and achieved. Work is organised and completed within agreed timescales, in accordance with procedures.
• Develop realistic and achievable strategies and action plans to address performance gaps, training and staffing requirements.
• Create a robust team environment where skills and knowledge are openly shared to achieve team and business goals.

Operational Effectiveness & Control:

• Prepare and Update Business Contingency Plan (BCP) for Operations Teams.
• Be aware of issues within teams. All issues / problems are fully analyzed and resolved or escalated in appropriate and timely manner. Appropriate action is taken to prevent recurrence.
• To align process globally and to consistently ensure risk mitigation
• Maintain equipment, systems and general work environment in good condition.
• Issues / problems are investigated or resolved immediately or escalated to Line Manager

Managing for Value:

• Identify ways for improving service / adding value / reducing costs in line with business goals.
• Encourage and support initiatives originating within the team for implementation and recognition.

What you will need to succeed in the role:

• The role holder will support the Collateral Services business and the future growth of the business
• The jobholder will also be required to build relationship with Business Partners across all business areas.
• Jobholder will also be required to work closely with AMT / MO in the team to ensure all BAU functions are carried out in accordance to the agreed PLA with business.
• Jobholder is also required to share knowledge with all staff constantly.
• Good understanding of financial products, including equity/fixed income OTC derivative, FX products and basic knowledge of ISDA/CSA is a bonus
• 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