Job description 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. We are currently seeking an experienced professional to join our team in the role of Senior Associate What you'll do: 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 meetings 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 wherever 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 rule 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 WPB 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 Requirements What you will need to succeed in the role: Technical Skills: Excellent MS office Skills - Excel and Power point Typical Targets and Measures Strong MI & Presentation skills Multitask - 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. Soft Skills: Verbal and written communication Client handling Stakeholder Management Typical Targets and Measures 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. 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 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 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 daily 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 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 and procedures 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. Role Dimensions Exposure to key clients of the firm on a daily basis. 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.' 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