HSBC Hiring for eClient Services, eFX at Bengaluru, Karnataka Full Time

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

Some careers shine brighter than others.

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

Role Purpose

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 client’s 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 client’s 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

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

Empathy for a retail / merchant client experience, in particular

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 HSBC’s 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 client’s activity to improve client experience

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

Sales Coverage Mapping on revenue Dashboard

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.

Pricing and Risk Management

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

Creating Operational Efficiencies

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 WPB 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

Requirements

Major Challenges

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

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

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.

Role Dimensions

Exposure to key clients of the firm on a daily basis.

You’ll achieve more at HSBC

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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