Manager Operations

HSBC EDP (Malaysia) Sdn. Bhd.; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading financial services company in Kuala Lumpur is seeking a professional to manage loan products and client relationships effectively. You will ensure risks are minimized, operational processes are efficient, and customer issues are addressed promptly. The ideal candidate has 3-5 years of experience in the loan business, strong knowledge of loan products, and a proven commitment to customer service excellence. This role offers a dynamic work environment with various responsibilities across different business units.

Qualifications

• At least 3-5 years’ experience in loan business.
• Detailed understanding of LMA documentation for Agency deals.
• Experience in a processing environment is essential.

Responsibilities

• Ensure risks are minimized and profit is maximized.
• Handle customer issues sensitively.
• Act as a reference point for queries and issues.

Skills

Loan IQ

Syndicated Loan product knowledge

Operational risk understanding

Customer service commitment

Analytical skills

Education

Post-graduate diploma or degree

Job description

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 programmers 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.

What you’ll do:

• 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 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.
• 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.
• 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.
• Attends meetings (or phone meetings) with the AVP ISV or other relevant personnel within GSC – KL or the respective Business Partners for each region.
• 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.
• 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.
• 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.

What you will need to succeed in the role:

Knowledge :

• Hold a sound knowledge of Loan IQ & a good understanding of the Syndicated Loan product and market.
• Detailed understanding of LMA documentation for Agency deals.
• Experience of primary syndication and/or secondary trading is desired.
• Able to deliver high accuracy and volume of work to excellent standards under pressure.
• Experience across more complex loans’ books such and Commercial Real Estate, Leverage and Acquisition Finance, Export Credit Agency, and Project Finance desirable.
• Strong understanding of operational risk.
• Client focused, with a proven record of commitment to excellent customer service.

Experience :

• A post-graduate diploma or degree in any discipline. Higher qualification not a bar provided aspirations commensurate with the position.
• At least 3-5 years’ experience in loan business and experience in a processing environment.

Soft Skills :

• 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.
• Evidence of process management skills with an ability to initiate process improvements.
• Initiate cost control measures by achieving resource efficiency and managing overheads.

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