Job Description

The role of eCS within Distribution Platforms is to ensure our clients (Internal / External) have an excellent experience and journey with HSBC digital products and to deliver a world class support service that differentiates HSBC from competitors.

Primary Responsibilities/Essential Functions:

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

• Monitor and resolve daily client, sales and trading 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

• Understand the technical connectivity requirements of our Digital offerings and the impact on clients

• Understand the details of the back to front systems and infrastructure of HSBC

• Understand trading and electronic risk management capabilities of HSBC and External Markets

• Work in a 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

Requirements

Key Activities and Experience:

• 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 wide range of client experiences including institutional, corporate and retail / merchant

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

• Support & continuously improve the Client enablement process with an analytical and problem solving approach

• Sales Coverage Mapping to facilitate revenue allocation and reporting

• Pricing and Risk Management

• Creating Operational Efficiencies

• Understand the Market Trading Conventions and Terminology

• 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

• 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

• 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

• 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 activity to improve client experience

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

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

• 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

Technical Skills:

• Excellent MS office Skills - Excel and Power point

• Coding Skills (preferred, not required) - 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:

• Strong verbal and written communication

• Extensive Client Service experience

• Stakeholder Management

• Strong client facing, relationship and interpersonal skills

• Should have the ability to communicate their thoughts/ideas in a clear and concise

• 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

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming, diverse and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

HSBC is one of the world’s largest banking and financial services organizations. Our global businesses serve around 39 million customers worldwide through a network that covers 62 countries and territories. Our customers range from individual savers and investors to some of the world’s biggest companies, governments and international organizations. We aim to connect them to opportunities and help them to achieve their ambitions.