Assistant Manager - Asset Servicing

• Understand Custody as a Market Securities Line of Business
• Learn various types of Corporate Events and securities in different market
• Experience processing in Custody and Account & Valuation platform to facilitate Corporate Action
• Opportunity to learn and grow as an expert of Securities services

• Acquire a broad understanding of all the Corporate Action processes and market specifications for various markets assigned and to allocate work daily to Processing Executives.
• Perform Quality Control tasks and handle complex cases, escalations and process related query that require resolutions.
• Assists to plan capacities daily and intra-day based on projections and volume analysis and allocate/reallocate resources within the team.
• Ensure compliance with audit requirements by performing audit checks as required by process in line with business process requirements.
• Provide leadership to team assigned, consistent with Group and Company policies and standards.
• Lead a cohesive team, working in a supportive team environment driven by people centric values.
• Motivate and to ensure effective development of individuals to meet business targets.

• 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 taken to improve quality and prevent recurrence.
• Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer and customers are kept fully informed of progress.

• Effectively drive and manage change to achieve business goals. (eg: process improvements/changes in procedures)
• Lead by example through service excellence and driving Quality initiatives for improved customer satisfaction.
• Strike balance among task, team and individual to inspire and influence staff to bring out their best
• 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.
• Supporting the initiatives undertaken by the management, HSS, HDPP and Group

• 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.
• To acquire a broad understanding of the corporate action 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 corporate action processes.
• To have a 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 the 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.

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

• Possess relevant Securities background and knowledge - at least 18 months of Securities experience.
• At least 12 months in a related supervisory or Quality Control Analyst role, with exposure in handling escalation and managing clients

• Ability to speak and understand English fluently, write business letters and reports, and have good conversational / telephone skills.
• Ability to learn quickly, transfers knowledge appropriately, understand and interpret numeric data.
• Evidence of process management skills with an ability to initiate process improvements
• Demonstrates strong awareness / ability to recognize and effectively contain financial and operational risk
• Able to work in pressurized environment and manage priorities effectively.
• Dedicated approach to teamwork and ability to contribute to team effort
• Customer focused & committed to providing high standards service

HSBC