eClient Services – EFX Support Job Vacancy in HSBC Bengaluru, Karnataka – Updated today

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Full Details :
Company Name : HSBC
Location : Bengaluru, Karnataka
Position :

Job Description : Business: Global Banking and Markets
Open positions: 1
Role Title: eClient Services – EFX Support
Global Career Band: 06
Location (Country/city)- India-Bangalore
Recruiter Name: Arupula Sushma
Why join us?
eCS (which stands for eClient Services) is client facing team a within Global Markets and is the first point of contact for clients who are part of our FX trading platform.
eCS plays a very important role in bridging the gap between the clients and other teams within HSBC.
The role of eCS within Distribution Platforms in Global Markets is to ensure our clients (Internal / External) have an excellent experience and journey with HSBC FX products and to deliver a world class support service that differentiates HSBC from competitors in the market.
Key Pointers expected from Distribution Platform staff includes
What you’ll do: (List out Key Responsibilities):
Principal Accountabilities: Key activities and decision making areas
Knowledge of Investment Banking Products (FX / FIXED INCOME and EQUITIES), Trading platforms across business and companies, Messaging systems and Client Relationship Management (CRM)
Empathy for a retail / merchant client experience, in particular
Own the communication between HSBC & client at the time of enablement, throughout their relationship with HSBC and during any Incident Management
Support & continuously improve the Client enablement process with an analytical and problem solving approach.
Ongoing Management
Sales Coverage Mapping on revenue Dashboard
Pricing and Risk Management
Creating Operational Efficiencies
Typical Targets and Measures
Understanding of FX, Pips, NDFs, Market Conventions
Knowledge of API products and basic principles behind REST services
High level of organizational skills and attention to detail
Understand that the TFX platform which is available 24 x 7 is a critical part of the service proposition to our clients and their customers
Proactive engagement with the client rather than waiting for client to call us, understand that our clients are in a similar trading environment, and will demand clear & timely communication
Efficiently manage system outage events to ensure all effected parties, both internal and external are informed of issues, resolution steps and likely resolution time
Act as a single point of contact globally for incidents, with seamless follow-the-sun handovers
Handle production issues for Sales and Traders
Route issues to the right owner & follow up to ensure closure
First line of support for all queries, providing end to end support on all Distribution Platforms services
Handle Client enablement for CRM
Link new enablement to the correct client Hierarchy
Understand the sales process, and ensure static configuration is in place for test, customer integration and production environments as required
Identify any potential inefficiencies in the current process or technology and drive change and improvement
Co-ordinate with HSBC’s internal groups and collaborate, often globally with Front Office Sales, Trading and Technology teams to facilitate client on boarding to e-technologies
Creation & amendments of Clients (internal/ external) on all Distribution Platforms
Handle Queries on relevant tasks for all Distribution Platforms.
Provide support over chat, phone, emails & personal meeting for all internal & external client
Provide demos to new client across platforms.
Liaise with Symphony Technical Support and Vendor Team to work on the tickets raised for technical issue.
Provide training to users, proactively embrace change, work with stakeholders & client to ensure a smooth transition where ever required
Provide timely MI to Stakeholders
Handle any data cleansing tasks for Client Data
Monitor and analyse new client’s activity to improve client experience
Liaise with internal teams for delivery of new features across distribution platform
Mapping a treats code to a counterparty & updating sales coverage rules so that revenues are allocated to correct sales & client
Creation of a salesperson profile in CRM e.g. Mosaic
Amend / update coverage rules based on Ad-hoc request received via mail.
Review and maintain the configuration of business rules in the pricing & quoting engines in conjunction with the business
Take accountability of the price provided to client by ensuring appropriate pricing at the right time to the right client
Streamlining existing processes and creating operational efficiencies
Proven record in demising redundant processes and refining existing ones
Six Sigma Yellow/Green/Black belt certifications and project management experience are an added advantage
Customers / Stakeholders
Internal stakeholders in RBWM and CMB for ecommerce payment offerings to those client bases
External clients such as large ecommerce merchants, international businesses and online travel sectors
Corporate and Institutional GM Clients
Typical Targets and Measures
Feedback from internal stakeholders on new requirements they may have or Market shift which may need you to build functionality ahead of time.
Liaise with the product owners and generate and communicate ideas through extensive research
Create MI and new ways of depicting client trading trends for making intelligent business decisions
Leadership & Teamwork
Be part of a business team and cultivate spirit of commercial focus, innovation and entrepreneurship
Typical Targets and Measures
Effective support within the team and ability to develop additional skills
Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)
A rapidly changing regulatory environment with extensive impacts on the Markets businesses
Increasing focus on business continuity delivery
Availability of appropriate resources and conflicting priorities across the business
Management of Risk (Operational Risk / FIM requirements)
Responsible for the continual assessment of operational risks associated with the role and inherent in the business, taking account of changing regulatory, economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructuring and the impact of new technology. Uses initiative and independent judgement on a daily basis to analyse, problem solve and proactively respond to sales, trader and client queries and requests from senior management. Must have ability to make risk controlled decisions in fast moving markets.
Demonstrates compliance with HSBC Bank plc Group standards, manuals and policies and adheres to the defined work practices, internal controls and risk management standards associated with the role
Observation of Internal Controls (Compliance Policy / FIM requirements)
Demonstrates HSBC values and culture and adheres strictly to compliance and operational risk controls in accordance with HSBC and regulatory standards, policies and practices; reports control weaknesses, compliance breaches and operational loss events.
Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
Understands, follows and demonstrates compliance with all relevant internal and external rules, regulations andprocedures that apply to the conduct of the business in which the jobholder is involved, specifically Internal Controls and any Compliance policy including, inter alia, the Group Compliance policy.
Requirements
What you will need to succeed in the role:
Soft Skills:
Verbal and written communication
Client handling
Stakeholder Management
Strong client facing, relationship and interpersonal skills
Should have the ability to communicate their thoughts/ideas in a clear and concise manner which is understandable by all
Follow the Email, Chat and Phone Etiquettes and ensure that it is in compliance with HSBC policies
Good understanding of decisions taken and linking it to sales and revenue
Excellent time management and ability to prioritize in fast moving environment
Technical Skills:
Excellent MS office Skills – Excel and Power.
Strong MI & Presentation skills
Multi task – Ability to work on more than one platform
Ability to simplify complex tasks in easy formats and communicate in a simple manner
Demonstrate product testing skills and come up with logical analysis and conclusions
Understanding of Mobile platforms like iOS and Android and its features are important to trouble shoot user issues
Coding Skills – VBA, SQL, Python, Java, C++, R
Experience in a scripting language would be an added advantage to help automate parts of a process
Link to Candidate User Guide:
https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a
(Or)
Go to the below link and type “IND GSC: IJP Applicant User Guide” in search bar.
https://hsbchrdirect.service-now.com/hrsp?id=hrdirect_employee_dashboard
You’ll achieve more at HSBC
HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”
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 HSBC Electronic Data Processing (India) Private LTD***

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