Manager – Operations (Individual Contributor Or People Manager)

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your 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 is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

Why join us?

• Some careers open more doors than others. If you’re looking for a career that will unlock new opportunities, join Securities Services and experience the possibilities. Securities Services provides robust and reliable solutions that enhance performance and mitigate risk, today and in the future. Working with institutional investors, banks, insurance companies, governments and multinational corporations, Securities Services offers a range of fund administration, global custody, sub-custody and clearing, and corporate trust and loan agency services.
• Securities Services provides an extensive and comprehensive Global Distribution Support and Transfer Agency (GDTA) product suite, underpinned by an established global operating model, servicing over 885,000 investors in 152 countries. The service covers full registrar and distributor support models as well as local client servicing and is targeted towards investment managers, distributors and investors globally with support across different time zones.

The Opportunity:

• Role is for the position of Manager Operations in Transfer Agency in the capacity of an Individual Contributor or People manager and requirement is to ensure high quality service to the Client ensuring that risks are minimized and profit is maximized through effective management of costs/resources. Role expectation is also to ensure that process and procedures are continually reviewed, improved, the changes are communicated and implemented effectively.The job also entails checking on internal audits and measures undertaken and regularly reviewed in order to maintain quality and productivity at the optimum level. Set a high standard of continuous staff motivation and leadership to ensure a good work environment. The job also entails regular interactions with Country office teams and managing team so that the employee motivation levels are high.

What you’ll do:

Role Specification:

• Circa 50% to 100% of time spent managing people / direct and indirect reports
• Circa 50% of time spent in processing / technical aspects of the process (as outlined below)
• Lead User Acceptance Testing for the business (as and when required)
• Lead Projects for both country and city offices (based on business objectives, targets and requirement)
• Manage 10 to 12 direct reports, whilst overseeing 20 - 24 headcount of indirect reports, as and when deemed required by business or manage the process as an Individual Contributor
• Regular liaison with country offices
• Manage transformation and growth

This role operates in a highly complex and time critical environment and is required to be involved in processing of activities, which includes (but not limited to):

• Checking transactions and activities (depending on business requirement)
• Various Investigations and escalations from Client
• Reconciliation of cash and unit accounts, which includes investigation of breaks (where necessary)
• Management Information Reporting

Business specifications for this role outlined below:

• Product Range / functions would include Registration, Dealing & Reporting, Settlement activities, Reconciliations, Corporate actions, Fund price and Management Information
• 100% involvement in & ownership of process and technical aspects of the business
• Responsibilities depending upon jurisdiction catered to and serviced out of Kolkata
• Flexibility in terms of shift timing to manage multiple jurisdictions & business requirements.

Customers / Stakeholders

• Process productivity and quality targets are set, monitored and achieved to ensure optimum resource utilization and achievement of business objectives and customer SLA’s
• Drive rigorous and customer centric Quality Campaigns and initiatives to increase Quality awareness in the team.
• Problem situations are proactively identified and resolved to give maximum customer satisfaction and escalated where necessary. Appropriate measures are taken to improve quality and prevent recurrence.
• Establish and maintain effective relationship with the country offices and other stakeholders, and identify areas of service improvements.
• Supporting Transfer Agency Function for multiple jurisdiction.
• Ensure regular and timely interaction with the all stakeholders – namely country office teams, CCO, ODI, GBM Capability team, Transformation, etc.

Leadership & Teamwork

• To plan for allocation/reallocation of resources and process prioritization across the various markets to smoothen the impact of erratic workflows/volumes and leave management by ensuring that a robust cross training plan is in place to multi skill operation teams.
• Procedural changes/new initiatives are reviewed, agreed with the Country Office, fully communicated to staff and implemented.
• Drive staff development through soft skill training, personal development plans and performance management reviews. Reward and recognize service excellence and keep high staff morale through ‘Celebrating Success’.
• Create an environment where skills and knowledge is openly shared to achieve department and business goals.
• Typically managing 10-12 FTE, dependent on current BAU footprint and projected growth, or manage the process as an Individual Contributor

Business Impact:

• Given the criticality of the process, transactional volumes and value of the business overall, this role requires the job holder to execute transactions swiftly and accurately, adhering to the process and FIM guidelines to ensure nil impact to the business. Any exceptions, failures, inaccuracies or delays could potentially result in any of the following impacts.
• Financial Loss
• Regulatory Impact
• Reputational Damage
• Audit Findings / FIM Breach
• Increased Operational Risk

Management of Risk (Operational Risk / FIM requirements)

• 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.

Observation of Internal Controls (Compliance Policy / FIM requirements)

• 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.