Customer Service & Support Jobs in Kuala Lumpur, Malaysia (Now Hiring) — 423 open — Page 22

Why join us?

• Opportunity to work in a global bank with international exposure.
• Exposure to global markets, risk management, and regulatory processes.
• Chance to work with regional and global stakeholders across different countries.
• Good platform to build leadership and stakeholder management skills.
• Opportunity to learn complex operational and risk-related processes.
• Stable career growth and internal mobility opportunities within HSBC.
• Collaborative team environment with opportunities to contribute ideas and improvements.
• Exposure to transformation, automation, and process improvement initiatives.
• Role offers both operational and strategic learning opportunities, not just BAU work.
• Opportunity to develop subject matter expertise in a niche and valuable domain.
• Supportive environment for continuous learning and professional development.

What you’ll do:

• TPM Prime, SBL, Debt securities and cash eq operations within Markets & Securities services is functionally responsible for trade processing which includes trade settlements, pre matching, cash settlement, margin call & other transaction processing for a variety of products like cash equities, Stock borrow lend and Debt securities  
• To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators. 
• To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant Compliance Department.  The term ‘compliance’ embraces all relevant laws, rules and codes with which the business must comply within Malaysia and in relation to the countries migrating work to the assigned GSC.
• 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.

What you will need to succeed in the role:

Principal Accountabilities and Responsibilities:

• Effectively drive and manage change to achieve business goals. (e.g.: process improvements/changes in procedures)
• Lead by example through service excellence and driving Quality initiatives for improved customer satisfaction.
• Drive staff development through soft skill training, personal development plans and performance management reviews.
• Reward and recognize service excellence.
• Strike balance among tasks, team and individual to inspire and influence staff to bring out their best
• Motivate and develop team members to meet business objectives.
• Create robust team environment where skills and knowledge are shared to achieve team and business goals.
• Brief team members regularly and ensure that they are made aware of individual/department performance targets and achievements.
• Knowledge and experience are shared with team members, providing assistance on referred/technical issues.
• Implement and monitor Band Progression plans to meet Business requirements and Staff expectations
• Progress reviews on performance are undertaken within agreed timescales. Advice and guidance are given in a constructive manner

Customers:

• Monitoring ‘Service Quality’ of the team to ensure high Customer Service Standards and drive rigorous customer centric quality Campaigns/initiatives to increase Quality awareness in the team. Recognize, reward and set high internal service excellence benchmarks to ensure customer satisfaction.
• Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are being taken to improve quality and prevent recurrence
• Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill from customers and customers are kept fully informed of progress.

Operational Effectiveness & Control:

• Ensure that errors of Makers / Checkers are recorded in a robust and timely manner. Ensure timely and accurate feedback provided to all staff on errors.
• 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 of productivity to ensure quality targets are achieved. Issues/problems are fully analyzed and resolved or escalated. Appropriate action is taken to prevent recurrence.
• To acquire a broad understanding of the settlements processes and to keep abreast of the latest developments in the assigned markets on the rules & regulations by the regulators, stock exchange etc. that may have implication to the daily corporate action processes.
• To have tight control to prevent any operational losses by establishing methods and check points to scrutinize exceptions/errors and to prevent potentially fraudulent situations through strong internal audit and staff feedback mechanisms.
• To smoothen the impact of erratic workflows/volumes through effective capacity planning, leave management and process prioritization by allocating/reallocating resources across the various markets.
• Ensure ‘knowledge retention’ in the section by reinforcing concepts through continuous staff training and cross training across various markets. (To address the effects of attrition).
• Procedural changes/new initiatives are fully communicated to and implemented by the team. Team members consistently maintain a high level of customer service by achieving established SLAs.
• To co-ordinate and assist the management team while initiating business recovery measures. To monitor Operational Risks and implement risk mitigating plans.

Management of Risk:

• To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance
• Department.  The term compliance embraces all relevant laws, rules and codes with which the business must apply.
• To continually reassess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructuring, and the impact of new technology in conjunction with the donor Group companies.

Observation of Internal Controls:

• To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators

Major Challenges:

• Deal with the specific requirements for the various markets assigned and to look into effective ways to standardize certain practices across markets.
• Keep abreast with the latest development in the rules and regulations by the regulators of the various markets and to identify the implications involved to the current corporate action processes.
• Deal with internal and external attrition and their operational effects.
• Drive customer centric Quality initiatives.
• Effectively mitigate identified Operational Risks.
• Comply with Group’s statutory audit standards.
• Dealing with business that may significantly exceed forecasted figures by liaising with the respective business areas.
• Ensure quality and productivity standards are maintained while coping with staff turnover and inexperienced staff.
• Review and produce MI in a specified format, which is easily understood by business units, while giving them an idea of FTE benefit for migrating.
• Lead and motivated staff with widely differing aspirations working in productivity- based environment with critical deadlines.

What additional skills will be good to have?

Knowledge:

• A post-graduate diploma or degree in any discipline. Higher qualification not a bar provided aspirations commensurate with the position

Experience:

• At least 12 months in a supervisory role, with exposure to appraisals, team building, and staff development
• Experience in Global Securities with proficiency in supervising and managing Debt securities, Equities borrowing and lending, equities settlements and trade processing management across APAC and EMEA regions.
• ‘Possess relevant Securities background and knowledge - at least 18 months of hands-on experience.

Skills:

• Ability to speak and understand English fluently, writes business letters and reports, and have good conversational / telephone skills.
• Ability to learn quickly, transfers knowledge appropriately, understand and interpret numeric data. Evidence of good analytical, statistical and data mining skills to study trends and make projections. Production management skills and ability to initiate process improvements.                                     
• Leadership skills, with ability to build rapport with, relate to and effectively develop a wide range of people.
• Able to work non-standard Asian hours (e.g. UK hours)
• Should have a thorough understanding of contract comparison/ SSI platforms like Alert, Equilend and Pirum which is an added advantage.

Leadership and teamwork:

•  Leadership skills, with ability to build rapport with, relate to and effectively work with a wide range of people.
• Able to step up during times of High volumes and season and where FO traders would request to handhold trades.