Manager Trade Middle Office

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If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Manager Trade Middle Office. 

Role Purpose

The purpose of the role is to be a second level check for daily operational processing. The jobholder is responsible for smooth execution of the day-to-day activities for the GTS Operational teams. The nature of the activities may include account servicing, client onboarding, payments, screening sanctions, internal business services, internal transactions and credit services.

The job category will carry out some or all the following:

• Manage teams engaged in processing transactions and checking
• Engaged in processing transactions and checking
• Manage reconciliation and audit activity and management of escalated matters
• Ensure tasks are executed in line with Service Level Agreements and all prevailing regulations
• Manage work schedules, resources and budgetary planning for the unit
• Manage relationships with internal and where applicable, any external stakeholders.
• Ensure that the unit is equipped with systems, resources and expertise to support the unit objectives

The jobholder is responsible for smooth execution of the day-to-day activities for the GTS Operational teams.

The job requires a high degree of understanding in Trade operations in terms of technical knowledge, through understanding of International Chamber of Commerce (ICC) published rules as well as GTS FIM, Global Operating Procedures, Internal Controls and Group Compliance Policy including International sanctions and Financial Crime Risk. In delivering their responsibilities, they are expected to successfully lead a cohesive team which is inspired to meet business imperatives. This will include monitoring of workflow management tools, facilitating optimal resource planning to ensure delivery of a “superior” customer service in accordance with laid down rules and regulations. In addition, the job holder is expected to ensure the operational effectiveness of IT systems and to support system-related projects or activities to raise productivity and efficiency.

Role Context

HSBC is the largest trade and receivables finance organization in the world, offering a comprehensive range of forward-thinking products which include open account supply chain, receivables finance, commodities and traditional trade solutions. The bank has been recognized by the industry’s most prominent publications and associations for its strength in combining innovation and service excellence with end-to-end customer solutions.

Dedicated trade service centers in over 60 countries and territories help support Commercial Banking and Global Banking and Markets business lines. Trade specialists work with RMs to identify and develop solutions which achieve customers’ business objectives and future aspirations. GTS solutions help streamline and put customers in control of their operations.

The jobholder must acquire knowledge and enhance business understanding, thereby building an internal knowledge database for the GTS team and supporting the development of a cohesive and effective GTS team.

The jobholder is responsible for providing an outstanding quality of service to GTS clients. Owing to the value of these clients and the sophisticated level of enquiry and transactions, ability to analyze information quickly and make use of such information to address client queries and identify opportunities for further income is essential. The jobholder needs to be able to work under stress as he/she has to handle processes quickly and professionally. Additionally, the jobholder must build strong relationships with stakeholders and ensure that each customer consistently receives excellent service.

Managers are accountable for setting the ‘tone at the top’ which underpins the principles of a positive and effective internal control environment. They should exhibit leadership and direction for establishing and maintaining an effective internal control environment, including the development and management of policies and procedures where appropriate. Managers should also ensure that suitable processes are put in place to review and oversight that internal control environment against those policies.

Principal Accountabilities

Customers / Stakeholders

• Deliver excellent customer service and provide top quality trade services/solutions to customers.
• Ensure that the customer is at the heart of everything we do both personally and as an organization by driving a customer centric culture
• Monitor service quality standards and set benchmarks for high performance
• Monitor operational performance based on key metrics like SLAs, quality, operational losses and basis which we take appropriate action and escalating where appropriate
• Proactively identify problems and effectively work to resolve them sharing best practice with other regional GTS teams.
• Ensure timely and accurate communication of MIS to key stakeholders
• Develop and maintain strong working relationships with internal and external stakeholders
• Provide support and guidance to the Department / Region on areas of improvement/concern with regard FCC, Regulatory and Operational controls
• Act as a Services support champion to ensure that key objectives are prioritized appropriately within CMB & GBM
• Ensure positive client experiences through support, trade advice and best practices in relation to GTS transactions
• Ensure that GTS Services is responsive to the requirements and expectations of Global Businesses
• To provide Subject Matter Expert input and support AMH GTS in reviewing GTS systems propositions/solutions to fulfill CMB and GBM customers’ needs
• Deliver fair outcomes for our customers and ensure own conduct which maintains the orderly and transparent operation of financial markets

Leadership & Teamwork

• Lead a highly motivated and skilled team, where skills and knowledge openly shared, which allows operations to meet business objectives. 
• Build and maintain good working relationships with Business Development Team; operate in an open and transparent way being fully accountable for supporting their business
• Support other Business initiatives in driving operational change programmes.
• Be aware of issues within teams and resolve or escalate in appropriate and timely manner
• Lead, motivate and inspire the team to achieve the Group strategy and business objectives
• Establish cultural and behavioral excellence and develop high engagement across the team
• Promote a collective culture to spread experience & best practice.
• Ensure development activities are a core priority and enable all team members to take reasonable time for learning and development activities.
• Support achievement of the HSBC vision, values, goals and culture in personal behavior, actions and decision making.

Operational Effectiveness & Control

• Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
• To provide a platform to enable Group companies to significantly reduce their operating costs whilst maintaining Customer service standards.
• To continually re-assess the operational risks inherent in the business
• Ensure adequate contingency procedures are in place to minimize the impact of partial or total site failure
• Be aware of the nature of our customers’ business and trading patterns, alert and escalate any unusual transactions
• Be fully conversant with FIM, anti-money laundering, internal procedures, polices, sanctions and regulatory requirements of our business partners. 
• Develop and recommend changes and improvements to operating models, procedures and practices based on subject matter expertise and understanding of HSBC and market best practice
• Communicate and adhere to HSBC policy and procedures to ensure good operational, financial and project management, policy and procedural compliance, early identification and effective resolution or escalation of issues.
• Contribute to the development, implementation and maintenance of GTS management information, analysis and reporting framework that supports and informs timely and effective business management and decision making at all levels.
• Contribute to the implementation and monitoring of the application of GTS policies, governance frameworks, procedures, practices and standards to ensure quality, effective risk management and regulatory compliance.

Qualifications

• Strong experience in trade operations, trade products and operational customer service.
• Proven understanding of operational risk and controls within transaction processing.
• Strong interpersonal, influencing and communication skills (written and verbal).
• Strong organization and time-management skills; able to work independently with attention to detail and a solutions-focused mindset.
• Experience coaching and supporting team performance; people management experience preferred/required (depending on formal line management scope).
• Proficiency in English (written and spoken) desirable.
• Bachelor’s degree (or equivalent experience).

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join HSBC.

HSBC is 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. 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 Hong Kong and Shanghai Banking Corporation Limited Philippines