19 days old

Vice President, Prime Finance Operations Client Service Representative

New York, NY 10007
  • Job Code

This new senior operations officer 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 Prime Client globally taking an active role in ongoing project delivery.


The following are key areas of role activity:

  • Primary coordination point for daily operational support 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

  • 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.
  • Assist in delivering a 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.


Principal Accountabilities:

  • 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


Typical KPIs and Targets

  • Act as a primary point of escalation for day to day issues from the team, stake holders and clients
  • Be able to process the BAU elements in keeping with client or industry expectations and standards.
  • Ensure regular one to one meetings are held, suitable coaching and mentoring is seeked out, feedback is requested regularly.
  • Feed in and provide input into the operating model.  Put forward ideas on future operating model.
  • Face off to management and the business and address issues in a pro-active manner.
  • Champion process improvement mind-set, challenge performance inefficiencies and drive change.
  • Work with Prime Client Service Stakeholders on cross asset initiatives representing Prime Finances and providing input/feedback.


Clients / 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 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.
  • Management of Risk (Operational Risk / FIM requirements)
  • 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 (Compliance Policy / FIM requirements)

  • 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
  • Excellent interpersonal, networking and influencing skills.


Posted: 2022-04-29 Expires: 2022-06-03

HSBC offers the opportunity to develop a fulfilling career within a supportive and inclusive environment. We aim to be a place where everyone can achieve their full potential, regardless of their background.

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Vice President, Prime Finance Operations Client Service Representative

New York, NY 10007

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