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25/09 Yogita
Recruiter at HSBC

Views:5186 Applications:228 Rec. Actions:Recruiter Actions:4

HSBC - Manager - eClient Services - Distribution/Trading Platform (3-7 yrs)

Bangalore Job Code: 747392

HSBC- Manager, eClient Services

Group Entity : Global Banking and Markets

Role Title : Manager, eClient Services

Role Purpose : Distribution Platforms Manager

- 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

As a member of the Global eCS team, you will be the responsible for the following aspects of a clients journey :

- Ensure our clients have a seamless enablement experience on HSBC proprietary and non-proprietary systems

- Monitor and resolve daily client issues related to various Distribution platforms services including; EVOLVE or any of the Multi-Dealer platforms (trading platforms), CRM Platform (Mosaic), CPMI (Revenue Allocation), Symphony (Client Communication System) and Transactional FX

- Responsible for the clients technology connectivity and their relationship with our Digital offerings

- Understand the details of the back to front system 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

Key Pointers expected from Distribution Platform staff includes (not limited too) are :

Principal Accountabilities :

- Key activities and decision making areasTypical Targets and Measures

- Knowledge of Investment Banking Products (FX / FIXED INCOME and EQUITIES), Trading platforms across business and companies, Messaging systems and Client Relationship Management (CRM)

- Empathy for a retail / merchant client experience, in particular

- Understanding of FX, Pips, NDFs, Market Conventions

- Knowledge of API products and basic principles behind REST services

- High level of organizational skills and attention to detail

- Understand that the TFX platform which is available 24 x 7 is a critical part of the service proposition to our clients and their customers

- Proactive engagement with the client rather than waiting for client to call us, understand that our clients are in a similar trading environment, and will demand clear & timely communication

- Own the communication between HSBC & client at the time of enablement, throughout their relationship with HSBC and during any Incident Management

- Efficiently manage system outage events to ensure all effected parties, both internal and external are informed of issues, resolution steps and likely resolution time

- Act as a single point of contact globally for incidents, with seamless follow-the-sun handovers

- Handle production issues for Sales and Traders

- Route issues to the right owner & follow up to ensure closure

- Support & continuously improve the Client enablement process with an analytical and problem solving approach- First line of support for all queries, providing end to end support on all Distribution Platforms services

- Handle Client enablement for CRM

- Link new enablement to the correct client Hierarchy

- Understand the sales process, and ensure static configuration is in place for test, customer integration and production environments as required

- Identify any potential inefficiencies in the current process or technology and drive change and improvement

- Co-ordinate with HSBCs internal groups and collaborate, often globally with Front Office Sales, Trading and Technology teams to facilitate client on boarding to e-technologies

- Ongoing Management

- Creation & amendments of Clients (internal/ external) on all Distribution Platforms

- Handle Queries on relevant tasks for all Distribution Platforms.

- Provide support over chat, phone, emails & personal meeting for all internal & external client

- Provide demos to new client across platforms.

- Liaise with Symphony Technical Support and Vendor Team to work on the tickets raised for technical issue.

- Provide training to users, proactively embrace change, work with stakeholders & client to ensure a smooth transition where ever required

- Provide timely MI to Stakeholders

- Handle any data cleansing tasks for Client Data

- Monitor and analyse new clients activity to improve client experience

- Liaise with internal teams for delivery of new features across distribution platform

- Sales Coverage Mapping on revenue Dashboard

- Pricing and Risk Management

- Creating Operational Efficiencies

- Mapping a treats code to a counterparty & updating sales coverage rules so that revenues are allocated to correct sales & client

- Creation of a salesperson profile in CRM e.g. Mosaic

- Amend / update coverage rules based on Ad-hoc request received via mail.

- Review and maintain the configuration of business rules in the pricing & quoting engines in conjunction with the business

- Take accountability of the price provided to client by ensuring appropriate pricing at the right time to the right client

- Streamlining existing processes and creating operational efficiencies

- Proven record in demising redundant processes and refining existing ones

- Six Sigma Yellow/Green/Black belt certifications and project management experience are an added advantage

Customers / Stakeholders :

- Internal stakeholders in RBWM and CMB for ecommerce payment offerings to those client bases

- External clients such as large ecommerce merchants, international businesses and online travel sectors

- Corporate and Institutional GM Clients

- Feedback from internal stakeholders on new requirements they may have or Market shift which may need you to build functionality ahead of time.

- Liaise with the product owners and generate and communicate ideas through extensive research

- Create MI and new ways of depicting client trading trends for making intelligent business decisions

Technical Skills :

- Excellent MS office Skills Excel and Power point

- Coding Skills VBA, SQL, Python, Java, C++, R- Strong MI & Presentation skills

- Multi task - Ability to work on more than one platform

- Ability to simplify complex tasks in easy formats and communicate in a simple manner

- Demonstrate product testing skills and come up with logical analysis and conclusions

- Understanding of Mobile platforms like iOS and Android and its features are important to trouble shoot user issues

- Experience in a scripting language would be an added advantage to help automate parts of a process

Soft Skills :

- Verbal and written communication

- Client handling

- Stakeholder Management

- Strong client facing, relationship and interpersonal skills

- Should have the ability to communicate their thoughts/ideas in a clear and concise manner which is understandable by all

- Follow the Email, Chat and Phone Etiquettes and ensure that it is in compliance with HSBC policies

- Good understanding of decisions taken and linking it to sales and revenue

- Excellent time management and ability to prioritize in fast moving environment

Leadership & Teamwork :

- Be part of a business team and cultivate spirit of commercial focus, innovation and entrepreneurship

- Effective support within the team and ability to develop additional skills

Major Challenges (The challenges inherent in the role that require a continual test of the role holders abilities) :

- A rapidly changing regulatory environment with extensive impacts on the Markets businesses

- Increasing focus on business continuity delivery

- Availability of appropriate resources and conflicting priorities across the business

Management of Risk (Operational Risk / FIM requirements) :

- Responsible for the continual assessment of operational risks associated with the role and inherent in the business, taking account of changing regulatory, economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructuring and the impact of new technology. 

- Uses initiative and independent judgement on a daily basis to analyse, problem solve and proactively respond to sales, trader and client queries and requests from senior management. Must have ability to make risk controlled decisions in fast moving markets.

- Demonstrates compliance with HSBC Bank plc Group standards, manuals and policies and adheres to the defined work practices, internal controls and risk management standards associated with the role

Observation of Internal Controls (Compliance Policy / FIM requirements) :

- Demonstrates HSBC values and culture and adheres strictly to compliance and operational risk controls in accordance with HSBC and regulatory standards, policies and practices; reports control weaknesses, compliance breaches and operational loss events.

- Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

- Understands, follows and demonstrates compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which the jobholder is involved, specifically Internal Controls and any Compliance policy including, inter alia, the Group Compliance policy.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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