Global Support Executive - Hybrid Ops Lead

HSBC; Philippines; Hybrid; PHP 480,000 - 680,000; Full time

Job summary

HSBC Philippines is seeking a Global Support Executive to join the D - Processing team in a hybrid work model. You will provide daily operations support, manage escalation of issues, and ensure control compliance to mitigate risks and protect client interests.

Responsibilities include serving as the primary contact for business and clients, delivering quality service to meet PLA, guiding the team as a process specialist, and updating the Business Contingency Plan for Operations.

Qualifications

• Basic knowledge of derivative products and financial markets.
• Ability to escalate issues to senior management in a timely manner.
• Produce root cause analysis and address underlying causes.
• Understand and comply with internal and external rules and procedures.

Responsibilities

• Provide daily operations support to ensure controls are carried out to prevent operational loss.
• Primary contact for the business and clients for escalation issues to ensure all dispute processes are aligned globally to mitigate risk and gain efficiency.
• Provide quality customer service and ensure achievement of Performance Level Agreement (PLA).
• Process specialist - to support and guide the team and act as a key referral point for escalation for team members.
• Prepare and Update Business Contingency Plan (BCP) for Operations Teams.

Skills

Derivative products knowledge

Risk awareness

Escalation management

Job description

HSBC Philippines is seeking a Global Support Executive to join the D - Processing team in a hybrid work model. You will provide daily operations support, manage escalation of issues, and ensure control compliance to mitigate risks and protect client interests.

Responsibilities include serving as the primary contact for business and clients, delivering quality service to meet PLA, guiding the team as a process specialist, and updating the Business Contingency Plan for Operations.