Eclient Services, Efx

• 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

The Opportunity:

The role of eCS within Distribution Platforms is to ensure our clients (Internal / External) have an excellent experience and journey with HSBC products and to deliver a world class support service that differentiates HSBC from competitors in the market

As a member of the Global eCS team, you will be the responsible for the following aspects of a client's journey:

• Ensure our clients have a seamless enablement experience on HSBC proprietary and non-proprietary systems
• Monitor and resolve daily client issues related to various Distribution platforms services including; EVOLVE or any of the Multi-Dealer platforms (trading platforms), CRM Platform (Mosaic), CPMI (Revenue Allocation), Symphony (Client Communication System) and Transactional FX
• Responsible for the client's technology connectivity and their relationship with our Digital offerings
• Understand the details of the back to front system and infrastructure of HSBC
• Understanding of trading and electronic risk management capabilities of HSBC and External Markets
• Working in a very high paced, high risk environment where you have a direct impact on client relationships and the revenue of the Global Markets franchise

- eCS is a single Global team operating a 2- 5.5 support model - an ability to work with and support colleagues in all locations is essential to being effective in this role

What you'll do:

Key Pointers expected from Distribution Platform staff includes (not limited too) are
-


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 followthesun 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
• Coordinate with HSBC's internal groups and collaborate, often globally with Front Office Sales, Trading and Technology teams to facilitate client on boarding to etechnologies
• Creation & amendments of Clients (internal/ external) on all Distribution Platforms
• Handle Queries on relevant tasks for all Distribution Platforms.
• 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

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