Global Support Executive - Kuala Lumpur, Malaysia - HSBC

HSBC
HSBC
Verified Company
Kuala Lumpur, Malaysia

1 week ago

Siti Tan

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Siti Tan

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Description

  • Job description

Why join us?

  • Deal with the specific requirements for the various markets/functions end to end (Account Opening, Recon, Corporate Actions, FX, Settlements)
  • Drive customer centric Quality initiatives.
  • Effectively mitigate identified Operational Risks.
  • Comply with Group's statutory audit standards.
  • Cost efficient /Process Improvement
  • Acquire and consistently keep yourself updated on the procedures related to the process.
  • Work in productivity based environment with critical deadlines.
  • Ensure all data are input accurately and in a timely manner into all systems inclusive of I-CATS.
  • Ensure quality and productivity standards are maintained.


HSBC Operations, Services and Technology (HOST) brings together the Technology and Operations platforms across HSBC with an aim to re-engineer customer experience and drive down unit cost of production.


Service Delivery is a newly formed function within HSBC Operations, Services and Technology (HOST) mandated to maximize Cost Efficiency and drive up Customer Advocacy by creating Centers of Excellence and a seamless Service Delivery proposition through a network of local, regional and global service centers.


Rooted in the Group's strategy of _Managing for Growth_, with 16 centers in 5 countries across Asia currently,_ _Service Delivery employs more than 33,000 passionate professionals and aims to provide end to end banking and financial services.


With an unparalleled understanding of the Group's mission, Service Delivery seamlessly integrates and partners with HSBC businesses across the globe, delivering best-in-class customer service to our Business Partners.


The HTS environment centers on the delivery of a highly professional Customer focused service with a continuous drive for improvement in terms of both service and cost effectiveness.

The challenge of the business is to work under different parameters including multiple time zones, 24 hour flexi-shift, 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 products for the various home Group companies (direct to Customers in many cases) are such that processing delays or errors will almost inevitably result in serious losses to the Group or poor customer service.

The maintenance of a high level of internal control is essential to minimize these risks and maximize process security.


Processing Data-Entry:


  • To perform relative roles based on task assigned in accordance to specific queues
  • Ensure highest level of accuracy on respective role to avoid reedits and achieve/exceed targeted accuracy rate
  • Ensure all PLA parameters are met on a daily and monthly basis
  • Knowledge and experience is shared with team members, providing assistance on referred/technical issues.
  • Progress reviews on performance are undertaken within agreed timescales. Advice and guidance is given in a constructive manner.
  • Taking up additional roles apart from daily processing.
  • Supporting the initiatives undertaken by the management, HSS, HDPM,Group & Business.

Operational Effectiveness & Control:


  • To continually reassess the operational risks 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.
  • Maintain HSBC internal control standards, and be aware of the need to implement compliance policies and of operational risk scenarios associated with your role.
  • Process work as requested by line management/customer.
  • Ensure 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 in line with role.
  • Ensure individual 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 administration processes and to keep abreast with the latest developments in the assigned markets on the rules & regulations by the regulators, stock exchange and etc that may have implication to the daily administration processes.
  • To have a tight control to prevent any operational losses by establishing methods and check points to scrutinize exceptions/errors.
  • Ensure that procedural changes/new initiatives have been implemented by communication to line manager. Consistently maintain a high level of customer service.
  • Assist the management team in business recovery measures.
  • All MI data requirement (timesheets, leave requests, absence requests and ad hoc process information) are completed and updated in a timely manner to assist colleagues in HDPM and the Business areas to meet their SLAs.

Completion of records and Management Information:

  • Man
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