Prime Finance Operations Client Service Representative
Location: New York, New York
Internal Number: 864687
This new senior operations analyst role has been created as part of the MSS operations support model for the Prime Business US Arranged Finance initiative "HSBC Prime in the US". The role will primarily be responsible for the daily operation of the Prime Broker Operations support function in addition to representing operations in front to back business design discussions, supporting sales and client onboarding opportunities and taking an active role in ongoing project delivery.
The following are key areas of role activity:
Primary coordination point for operational support, new product delivery and operational client service
Support for the delivery of the operations portion of the Arranged Financing roll out
Participation in various operations and control forums
Supporting a global target operating model
Forging operational relationships with the existing teams in London, Hong Kong and Kuala Lumpur
Summary of the key responsibilities and capabilities
Strong stakeholder management and engagement to influence and negotiate with decision makers to evolve client and business behaviors in order to adopt best practice standards. Escalating irregularities and non-standard practices to the global/regional business and Operations management
The role will be required to continuously drive optimal process designs as the business evolves and innovates.
Delivery of Global Support model for Prime Clients and leverage the GSC sites support model and structure to ensure business continuity and consistency of client service
Drive the adoption of dynamic data metrics to create Client Efficiency, Team Productivity and Capacity Analysis methodologies. Establish Key Performance Indicators (KPIs) to deliver improved performance.
Drive straight through processing opportunities to achieve reduction of Cost per Trade in Operations
Strong communication skills that enable successful interfaces with sales, business, client service reps, operations management and directly with clients.
Ideally the role will be filled by an individual with strong Prime support experience and significant applicable SME knowledge.
Single point of contact for all client queries and client service issues - providing operational support as required.
Oversight of all Prime Broker Operations processes
Senior support for queries / issues / discussions with other Operational teams, e.g. MODS (late trader bookings), Clearing & Settlement (ongoing un-agreed Cash Flows etc)
Guidance / Sponsorship on Process Improvement opportunities in Prime Finance
Contribute to strategic decision making for operational processes and help to drive business enhancement and growth
Continued adherence to the internal control framework in Operations to ensure the strength of our internal control environment within operations
Customers / Stakeholders
Develops close and effective working relationships with the Markets Operations stakeholders, globally, and with our active and potential client base.
Builds close links to key stakeholders in other parts of the Markets Business and related Functions
Acts as a centre of expertise for operational enquiries providing expert advice and guidance in order to better our product offering and strengthen our control environment.
A Culture Leader for Operations. An enabler, leading and contributing to education and learning initiatives, promoting policies and best practices, and raising awareness and general understanding of risks and controls in Operations (impacts and consequences).
Leadership & Teamwork
Is skilled in operating in a complex global matrix organisation, delivering business results through influencing, building consensus around common purposes, collaborating on solutions, and dealing with conflict situations.
Ability and gravitas to work at a peer level with Operations and Business Management teams. Able to robustly stand up to challenges from senior management. Holds individuals accountable, and influences seniors appropriately.
Ability to communicate concisely and effectively, providing insight and summaries, using formal structured channels and other less formal mechanisms
Sufficiently senior to have a 'viewpoint' and opinion as well as working with Operations and Business teams to reach consensus.
Operational Effectiveness & Control
Play a supporting role in aligning the operating and quality control processes for Prime Finance Operations globally.
Proactively drive the identification, assessment, and mitigation of operational risk.
Provide input on the development of relevant policies and control best practices. Share best practices and lessons learnt with the global Operations teams.
Understand, follow and demonstrate compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which you are involved, specifically Internal Controls and all relevant market regulatory considerations.
Maintain HSBC Internal Control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
The individual will need to develop and nurture a wide group of stakeholders, within and beyond Markets Operations, to ensure that the needs of the changing business environment and our Prime client base are met, whilst maintaining a robust suite of operational controls.
Operating in a global matrix organisation and being able to deliver business results that enhance the internal control environment, whilst meeting the needs of our business and our external client base.
The role requires flexibility and a willingness to take on new responsibilities. Must be adaptable, responsive to client and business needs and changing priorities, and thrive under pressure where delivery deadlines can be short.
Ensuring that delivery is consistent and of high quality and value. Working with the systems and infrastructure we have and looking to make improvements via building robust workable solutions.
Direct face off to senior operations and business managerial teams
High pressure environment with deadlines imposed by the client and internal stakeholders
Will provide coaching and guidance to team members
Review current processes and suggest and implement process improvements
Role in helping to deliver strategic direction.
Staff rotation and cross training
Maintenance of multiple balance sheet processes & regional co-ordination for all Prime Clients
Management of Risk
Full adherence to FIM
Escalation of items as per the Risk and Control Matrix
Full adherence to desk procedures to eliminate risk and exposure.
The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.
Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.
Observation of Internal Controls
Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
Refer to FIM and desk procedure document
The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term 'compliance' embraces all relevant financial services laws, rules and codes with which the business has to comply.
This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators
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