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Company Name : HSBC
Location : Bengaluru, Karnataka
Position : eClient Services, eFX
Job Description : Group Entity:
Markets and Security Services
Role Profile Date:
February 2022
Role Title
eClient Services, AVP
GHRS Job Code:
New or Existing Role? o New X Existing
Role Holder’s Name ( for more than one, note “multiple”)
Current Global Career Band:
5
To be hired
Proposed Global Career Band:
5
Line Manager’s Name & Role Title Hendrik van der Merwe, Head of eClient Services (eCS), Bangalore
Business/Function & Location:
(Country/Department)
MSS – Distribution Platforms, Bangalore
Regions – APAC, EMEA, AMER, MENAT
Role Purpose
The role of eCS within Distribution Platforms is to ensure our clients (Internal / External) have an excellent experience and journey with HSBC products and to deliver a world class support service that differentiates HSBC from competitors in the market
The Global eCS team is responsible for the following aspects of a client’s journey:
Ensure our clients have a seamless enablement experience on HSBC’s proprietary and non-proprietary systems
Monitor and resolve daily client issues related to various Distribution Platforms services including; Evolve, FlexRate or any of the FX or FI Multi-Dealer platforms (trading platforms), Evolve CRM Platform, Customer Performance MI (revenue allocation), Symphony (Client Communication System) and Transactional FX
Responsible for the client’s technology connectivity and their relationship with our Digital offerings
Understanding of the front-to-back systems flow and infrastructure of HSBC
Understanding of trading and electronic risk management capabilities of HSBC and External Markets
Working in a very high-paced, high risk environment where you have a direct impact on client relationships and the revenue of the Global Markets franchise
eCS is a single Global team operating a 24 * 5.5 support model – an ability to work with and support colleagues in all locations is essential to being effective in this role
The successful candidate in this this role will be responsible for the following high level activities:
Risk and Control
Demonstrate an understanding of front-to-back systems, infrastructure, trading and electronic risk management capabilities of HSBC and External Markets for a seamless client experience
Understand each procedure, the purpose of each process and the impact each process has on clients and upstream and downstream stakeholders
Identify and highlight any control gaps in each process and recommend new/updated controls
Escalate potential or confirmed issues/incidents to your line manager and send timely communication to impacted and interested stakeholders
Share new issues with the team on a regular basis and ensure that the new content has been uploaded on the procedures page (confluence)
Ensure procedures are reviewed and updated in advance of agreed timelines
Business Development and Client Experience
Improve collaboration with the wider eCS team, Product Owners, developers, Sales, Trading, Operations and other stakeholders to ensure eCS pinch points are understood to improve client service delivery
Actively participate in the design of solutions for Clients and Sales. Leverage eCS’ unique insight into Client and Sales requirements during the design process to aid prioritisation
Develop and strengthen relationships with the Platform Origination Team in order to drive commercialisation of digital solutions and improved engagement with clients
Identify, track and deliver opportunities to improve and re-engineer processes and applications
Governance and Conduct
Raise issues and incidents to Chief Control Office and track for global read across and improvement
Principal accountabilities, detailed key activities and decision making areas in eClient Services
Typical Targets and Measures
Requirements
Link to Candidate User Guide:
https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a
You’ll achieve more at HSBC
HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”
Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
***Issued By HSBC Electronic Data Processing (India) Private LTD***
This post is listed Under Bengaluru jobs
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