Eclient Services, Avp Gsc's

1 week ago

Bengaluru, Karnataka, India HSBC Full time

  • Job description

Description - External

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.


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.


  • Ensure our clients have a seamless enablement experience on HSBC's proprietary and nonproprietary systems
  • Monitor and resolve daily client issues related to various Distribution Platforms services including; Evolve, FlexRate or any of the FX or FI Multi-Dealer platforms (trading platforms), Evolve CRM Platform, Customer Performance MI (revenue allocation), Symphony (Client Communication System) and Transactional FX
  • Responsible for the client's technology connectivity and their relationship with our Digital offerings
  • Understanding of the fronttoback systems flow and infrastructure of HSBC
  • Understanding of trading and electronic risk management capabilities of HSBC and External Markets
  • Working in a very highpaced, 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

Additional high level responsibilities are as follows:

  • Risk and Control
  • Demonstrate an understanding of fronttoback systems, infrastructure, trading and electronic risk management capabilities of HSBC and External Markets for a seamless client experience
  • Understand each procedure, the purpose of each process and the impact each process has on clients and upstream and downstream stakeholders
  • Identify and highlight any control gaps in each process and recommend new/updated controls
  • Escalate potential or confirmed issues/incidents to your line manager and send timely communication to impacted and interested stakeholders
  • Share new issues with the team on a regular basis and ensure that the new content has been uploaded on the procedures page (confluence)
  • Ensure procedures are reviewed and updated in advance of agreed timelines
  • Business Development and Client Experience
  • Improve collaboration with the wider eCS team, Product Owners, developers, Sales, Trading, Operations and other stakeholders to ensure eCS pinch points are understood to improve client service delivery
  • Actively participate in the design of solutions for Clients and Sales. Leverage eCS' unique insight into Client and Sales requirements during the design process to aid prioritisation
  • Develop and strengthen relationships with the Platform Origination Team in order to drive commercialisation of digital solutions and improved engagement with clients.
  • 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 Understanding of FX, Pips, NDFs, Market Conventions
  • High level of organisational skills and attention to detail
- (Nice to have) Knowledge of API products and basic principles behind REST services

  • Ability to demonstrate proactivity and ownership
  • Own the communication between HSBC & client at the time of enablement, throughout their relationship with HSBC and during any Incident Management
  • Strong client facing, relationship and interpersonal skills
  • Should have the ability to:
o Communicate their thoughts/ideas in a clear and concise manner which is understandable by all
o Manage time effectively and to prioritize in fast moving envi

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