Global Support Executive

Job description

Job description

Why join us?

Recs and Fee Billing is a utilities operation group supporting all main product lines. In Recs and Fee Billing, we have the Reconciliations process composed of the following groups:  Asia Pacific, Europe, France, Middle East/North Africa and United States. The reconciliations group’s responsibility is to ensure the integrity and consistency of trade and accounting information recorded in the various systems utilized by the business, and the general ledger and sub-ledgers. It will include but not be limited to intersystem reconciliations and external cash and stock reconciliations.

The job holder is responsible for managing his work allocation and process them on a timely basis. They are also responsible for the PLA adherence and also the risk associated with the process and thus they should be aware of the PLAs and process standards that govern the process to which they are associated with. The job holder is responsible for timely identification and escalation of issues for timely resolution and will be working alongside other reconcilers. 

Guidance will be provided by the SME/AM and the rest of the team. Training materials including procedures and escalation steps will be given to the job holder to ensure consistency and effectiveness once the job holder is ready to take on the work.

Opportunity:

·  To continuously provide high quality reconciliation service, as agreed with business partners.
·  To achieve maximum customer, both internal and external, satisfaction within the specified SLA’s.
·  To build relationships and resolve inquiries in a professional manner, where applicable.
·  To perform other responsibilities dependent on the reconciliation assigned.

  What you’ll do:

·  Impact on the Business
·  To ensure that all work is delivered within agreed timeframes and meets the required high quality standards.
·  To deliver high quality customer-driven service which provides customers with a positive view of HSBC and meets their expectation in terms of accuracy, timeliness and professionalism of response.

Customers / Stakeholders

·  To understand and deliver excellent customer service.
·  To process instructions accurately to achieve agreed quality standards and targets, as amended or notified from time to time, on all the processes worked.
·  To work productively and professionally, and demonstrate ways to improve service, and increase productivity.
·  To build professional relationships with colleagues in other areas.

Leadership & Teamwork

·  To proactively suggest and design improvements in process workflows.
·  To work well independently, complete assigned tasks in the established time frame, and complete regular assignments without reminders or additional follow-ups.
·  To participate in team meetings and activities and promote team spirit and cohesiveness.
·  To contribute to the creation of a supportive work environment driven by people-centric values.

Operational Effectiveness & Control

·  To ensure that breaks are identified and escalated in accordance with procedures in a timely manner.
·  To understand and comply with all relevant policies and procedures issued by the Group and contained within the Group Standards Manual and relevant Functional Instruction Manuals, Desk Instruction Books and Process Guides.
·  To be aware of the Operational Risk scenarios associated with the role and to ensure that all actions take into account of the likelihood of operational risks occurring.
·  To acquire and update knowledge on procedures related to relevant processes.
·  To ensure that work is completed in accordance with established procedures and standards.
·  To identify and escalate potential showstoppers.

Requirements

What you will need to succeed in the role:

·  A clear sense of what they want to achieve in their career, i.e., how MSS and this particular role fits in their longer term career.
·  An ability to analyze complex processes and identify root causes.
·  An above-average desire to learn, and that development opportunities are of both a vertical and a lateral nature.
·  Control oriented; should have a good understanding of the function of controls.
·  An understanding of the necessity of change and thus is an active participant or driver of change and process improvements.
·  A strong desire for Best In Class performance and has a demonstrable ability to do so.
·  A clear appreciation of the level of pressure in this role and is up for the challenge.
·  An understanding that overtime is an inherent part of the job and thus will be required to render overtime as and when there is a need.
·  An interest in joining a truly global process, with the ability to manage relationships across different cultures.
·  Is interested in developing a long term career with investment banking.
·  Minimum, graduate in accounting, business, finance or equivalent, desired but not essential.
·  Proficient in MS Excel Office, with special focus on the usage of MS Office Excel and MS Office Access.
·  Excellent English, written and spoken, hard-working, organized, diligent, and above all, a team player.

  What additional skills will be good to have?

·  Prior knowledge on accounting and reconciliations would be a benefit but not essential.