Manager - Investor Services - UK Transfer Agency

Manager - Investor Services - UK Transfer Agency

Some careers grow faster than others.

If you're looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC Global Banking and Markets is an emerging markets-led, financing-focused business that provides investment and financial solutions. Through our international network, we connect emerging and mature markets, covering key growth areas. We partner with our corporate, government and institutional clients to help them achieve consistent, long-term performance. Our products and services include advisory, financing, prime services, research and analysis, securities services, trading and sales and transaction banking.

We are currently seeking an ambitious individual to join our UK Transfer Agency team, working together with colleagues to define, manage and achieve divisional business targets.

Role Purpose

• Lead, manage and control a team, providing "best-in class" resolutions on telephone & written enquiries and complaints into HSBC, across all processes, 365 days a year.
• Enhance the role of Investor Services Centre on the Value Chain; by driving Change, Initiatives & Transformation.
• Enhancing employee and customer engagement, providing first line of Management support by ensuring highest levels of service for both Internal and External Customers of the Bank

Key Accountabilities

• Proactive risk management - identify and prioritise MSIIs (Management Self-Identified issues) for the department and ensure remedial action taken to address areas of risk within the operation.
• Mitigate risk through efficient usage of Technology, review technology developments, identify areas of risk and ensure appropriate focus on mitigating such areas.
• Risk governance - ensure procedures, operational guides and other internal supporting documentation are up to date.
• Lead the Business Risk Review (BRR) process for the Contact Centre activities ensuring effective GDTA contribution to this internal risk review process.
• Ownership for capacity reporting including monthly reporting on progress to AOP headcount.
• Managing department recruitment process, shortlisting candidates for interview and making recommendations on hire decisions.
• Management planning - ensure robust MIS in place to allow for review of departmental performance, trend analysis, knowledge sharing etc.
• People management - build action plans to reduce key man risk, through targeted up-skilling and cross training programs.
• Training requirements - identify training needs and work closely with Business Training team to ensure training is delivered to all staff levels.

To be successful in the role, you should meet the following requirements:

• Relevant experience in Leading contact centre team dealing in phone, email and written contact with retail and institutional customers is essential.
• Excellent verbal and written communication is essential.
• Demonstrated ability to work under pressure and deadline is essential.
• Relevant experience in the financial services industry, with proven management experience is essential.
• Demonstration of strong knowledge of TA Operational Transaction Activity for the UK industry is desirable.
• Educated to Degree level or equivalent
• Strong business sense and awareness of the key risk areas of the business.
• Practical experience of process reviews and re-engineering required.
• Strong inter-personal and decision making skills and the ability and vision to drive teams forward and lead from the front.
• Ability to participate in strategic planning and budgeting for the department.
• Excellent communication and relationship management skills.
• Ongoing membership and continued professional development is a core requirement of the role including commitment to CPD and ongoing learning (this will likely require membership of an appropriate professional body and continuing development to maintain membership)

For further details and application information please visit our careers site, searching under reference number 0000BHFW

You'll achieve more when you join HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hong Kong and Shanghai Banking Corporation Limited.