Subject Matter Expert

The Opportunity

Ensure high-quality service to the business area and client, ensuring that risks are minimized and profit is maximized through effective management of costs/resources. Ensure that processes and procedures are continually reviewed and improved and the changes are communicated and implemented effectively.  The job also entails checking on internal audits and measures undertaken and regularly reviewing them in order to maintain quality and productivity at the optimum level

Responsibilities

• Contribution towards sustainable savings in relation to Process Efficiencies
• Supporting each global product on a regional basis by function or market.
• To plan for standardization of ISV processes by sharing the best practices across the various markets with the aim to enhance cost-effectiveness and efficiencies.
• The role holder is expected to spend 100% of the time in operations.
• The role holder is primarily expected to perform the reviewer’s role and work towards improving the quality of the process. However, depending on the process requirement, the individual will also be expected to perform Inputter’s role.
• Supporting Corporate Trust & Loan Agency, covering UK or US for multiple clients
• Establish and maintain effective relationships with customers, business areas, and ICSDs and identify areas of service improvement.
• Adhere to defined process KPIs and PLAs.
• Proactively identify and improve service delivery
• Engagement with Business Partners to understand and work on improving customer satisfaction
• Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent a recurrence
• Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining the goodwill of the customer
• Customers are kept fully informed of progress.
• Updates and procedural changes obtained are cascaded/recorded.
• Enhance systems and business knowledge relating to customers/processes and cascade to teams

Leadership and Teamwork

• Deputize the line manager in his / her absence and manage team/deliverables effectively.
• Responsible for coordinating and implementing process improvement initiatives; deliver process training to build a strong bench of technically strong cross-trained team members.
• Be aware of all the errors and issues within the team; demonstrate a collaborative approach to seeking inputs from all team members and implementation of controls to avoid re-occurrence.
• Constructive feedback sharing with team members to uplift the quality and accuracy of the process.
• Coordinate with team to ensure UAT testing is completed within agreed deadlines.
• Demonstrate ownership and accountability to manage BAU deliverables. 
• Execute cross-training plan to build a strong bench of technically strong cross-trained team members.
• Motivate and develop team members and subordinates to meet business objectives.
• Ensure that OJT (On the Job) training for new joiners is conducted as per the plan, feedback is shared regularly with trainee and manager; escalation reporting is done in a timely manner.

Role Specification

• Ensure quality deliverables by virtue of the right kind of reviews.
• Regular liaison with business partners, clients and ICSDs.
• Product Range/functions would include Corporate Trust & Loan Agency
• Involvement in processing and technical aspects of the business
• Responsible functionally across multiple regions (where applicable) serviced out of ISV KOL
• Increasing complexity. 3- 6-month lead time to achieve threshold competency for new hires.
• Manage transformation and growth.

Major Challenges

• High and increasing awareness is required across single or multiple products / single or multiple regions / single or multiple jurisdictions due to the following: (AML/SANCTIONS/CASS/FATCA)
• The role will require technical excellence to achieve target deliverables combined with the ability to get work done from administrators/SMEs to achieve target KPIs.
• The role will demand a daily balance of delivering an excellent client service within the standard ISV model of promoting continuous improvement of ISV processes and of identifying and capitalizing on opportunities to create capacity and generate efficiencies
• The major challenge for this role is to continuously manage deliveries within the specified time limit with NIL errors.

Requirements

• Degree in finance and accounting and/or related qualifications and/or relevant work experience.
• Excellent knowledge of accounting principles and fundamentals of accounting.
• Basic knowledge of Custody, Depository, Capital Markets and Financial Instruments
• Excellent knowledge of MS Office, with good numerical and analytical skills. 
• Effective Time Management and ability to multi-task work and priorities to meet defined deadlines
• Ability to speak and understand English fluently, write business letters and reports, and have good conversational / telephone skills.
• Ability to build excellent rapport and working relationships with other departments and jurisdictions; thus ensuring smooth operations.
• Ability to learn quickly and transfers knowledge appropriately
• Able to deliver in the challenging environment with tight timelines
• Proactive in implementing and driving solutions.                                                              
• Should have demonstrated behaviour in line with HSBC values
• Will be expected to maintain HSBC's internal control standards, including the timely implementation of internal and external audit points, together with any issues raised by external regulators.
• Must be aware of the operational risk scenarios associated with this role and act upon pertinent risk (if any).
• Responsible for the implementation of Group Compliance Policy as is applicable to this role.