Global Support Executive

HSBC; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

HSBC in Kuala Lumpur is seeking candidates to investigate breaks and exceptions on Foreign Exchange transactions. The role requires excellent English communication skills and attention to detail. Responsibilities include providing high-quality service, maintaining internal control standards, and supporting departmental projects.

The ideal candidate has a degree in finance or related fields, with experience in treasury preferred. Flexibility to work shifts is essential.

Qualifications

• Experience in Securities/Foreign Exchange & Money Market or Derivatives would be an advantage.
• Work experience in Treasury is preferred though not necessary.
• Flexibility to work shifts.

Responsibilities

• Investigate breaks/exceptions on Foreign Exchange and Precious Metals transactions.
• Provide high quality processing service to achieve maximum customer satisfaction.
• Maintain HSBC internal control standards.

Skills

Fluent English

Ability to write reports

Good conversational skills

Ability to learn quickly

Ability to interpret numeric data

Education

Degree in accounting/finance/management/business administration

Tools

Basic computer knowledge

Job description

What you’ll do:

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 Service Level Agreement (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.

General Processing:

Impact on the Business/Function:

• Active involvement in enhancement and strategic projects
• Interface with the Change Management team by providing insight on the process and assisting with change prioritization.
• Active involvement in industry and market initiatives
• Fully support all Departmental projects and user testing
• To continually evaluate existing processes, challenging current procedures and suggesting enhancements as appropriate, in order to improve the Customer Service Proposition and increase levels of efficiency and Straight Through Processing (STP) at all levels and enhance controls.
• To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management, restructures, and the impact of new technology in conjunction with the donor Group companies
• Active involvement in working groups by gathering feedbacks from end users and providing input to the business on platform and design enhancements.
• Work closely with the operations team to identify and take on internal process improvements projects
• Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

Customers / Stakeholders:

• Ensure all client queries and escalations are attended to in a timely and efficient manner.
• Customer issues are handled sensitively, receive full consideration and situations are resolved effectively retaining goodwill of customer.
• Client issues are proactively identified, resolved, escalated and appropriate measures are taken to improve quality and prevent recurrence.
• Customers are kept fully informed of any progress.
• Enhance systems and business knowledge relating to customers / processes and cascade to teams.
• Take full ownership of process performance and ensure all monthly Performance Level Agreement (PLAs) are met.
• Ensure structured training plans are followed through for all new joiners.
• Continuously analyze the product, process and system knowledge of each team members to prevent dilution of knowledge within the team.
• Encourage and monitor team member to consistently maintain a high level of customer service.

Leadership & Teamwork:

• Motivate and develop teams and subordinate to meet business objectives.
• Create robust team environment where skills and knowledge openly shared to achieve team and business goals.
• Development plan created and reviewed. Teams are regularly briefed and trained on any developments.
• Knowledge and experience are shared with teams, providing assistance on referred / technical issues.
• Advice and guidance is given in a constructive manner and positively.
• Be aware of issues within teams and resolve or escalat[e?] in appropriate and timely manner.
• Identify strength / weakness of teams in order to develop them.
• Share knowledge, best practice and experience with colleagues at all levels to ensure they achieve their goals and business objectives.
• Able to create training pack and to deliver trainings whenever required.

Major Challenges:

• Deals with a very dynamic business where various factors will have an impact on work volumes, and how work is handled / processed.
• Nature of business is such that any error committed exposes the Group to risk of loss.
• Requires ability to creatively resolve issues arising on a day-to-day basis, with an overriding view of minimizing any loss arising.
• To keep up with market developments and understand the existing and any new treasury related products. Assistant Manager Operations must familiarize him / herself with an increasing number of new and often complex treasury products in order to recognize requisite controls. He / She must understand the various processing, control, regulatory, and legal requirements so as to mitigate risk of losses and related costs incurred.

What you will need to succeed in the role:

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 multitask
• Committed to equal employment opportunities.

What additional skills will be good to have?

• Ability to maintain focus while working with voluminous data
• Ability to multitask.
• Committed to equal employment opportunities.