Senior Analyst

Job Description

Why join us?

GC UK DataOps is responsible for set up of custody accounts and maintaining the static data for new and existing custody accounts on the Global Custody System. The process consists of Account Opening, Account Closing, Static Maintenance, Client Static Integrity Check as well as CLS Plus static support to HSS, GFX & PCM team. We support UK, Lux and Dublin, covering 19 different HSS Systems. This will be a 12 Months Contract Position.

The Opportunity :

Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level. Supporting Account Opening, Account Closure and Static maintenance on all key systems as per client requirement. Ensuring BAU, Projects, ad-hoc request is managed appropriately with controls in place and without compromising the quality.

What you'll do :

• Ensure daily operational efficiency by oversight and close monitoring of operational workflows, market specific requirements / procedures and performance of various systems in Static Data Maintenance processing for Custody account.
• Monitor process productivity to ensure quality targets are achieved. Issues / problems are fully analysed and resolved or escalated where necessary. Appropriate action / controls are taken to prevent recurrence.
• To acquire a broad understanding of the custody business 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 operations.
• To prevent any operational losses by establishing effective internal controls and check points to scrutinise exceptions / errors that could lead to potentially fraudulent situations. All controls and checkpoints will be reviewed periodically for effectiveness test.
• To lessen the impact of erratic workflows / volumes through effective resource planning, leave management and process prioritization by allocating / reallocating resources across teams.
• Ensure 'knowledge retention' by reinforcing concepts through continuous staff development and cross training across the business.
• Procedural changes / new initiatives / workflows are reviewed, fully communicated and implemented across the board.
• To ensure team members consistently maintain a high level of customer service by achieving established SLAs.
• To support / implement Business Continuity Plan (BCP) by adhering to Group BCP guidelines.
• Monitoring 'Service Quality' of the team to ensure high Customer Service Standards.
• 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 improved customer satisfaction.
• Problematic situations are proactively identified and escalated where necessary to ensure maximum customer satisfaction is maintained. Appropriate controls are put in place to improve quality and prevent recurrence.
• Customer issues are handled with care and receive full consideration. Situations are promptly managed and escalated on a timely manner.
• Customer related data are handled sensitively in accordance with Global Standard and Group Risk and Compliance standard.
• Effectively drive and manage change to achieve business goals (e.g. process improvements / changes in procedures).
• Lead by example through service excellence and driving quality initiatives for improved internal Customer Satisfaction.
• Reward and recognize service excellence and keep high staff morale through 'Celebrating Success'. Provide feedback on reward and recognition for service excellence.
• To guide and coach team members on technical capabilities.
• Strike balance among task, team and individual to inspire and influence staff to bring out their best.
• Motivate and develop team members to meet business objectives - advice and guidance is given in a constructive manner and supported by appropriate evidence.
• Brief team members regularly and ensure that they are aware of individual / department performance targets and achievements on a timely manner.

Requirements

What you will need to succeed in the role :

What additional skills will be good to have?