Primary Responsibilities:

• Ensure clients have a seamless enablement experience on HSBC proprietary and non-proprietary systems

• Monitor and resolve daily client, sales and trading 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

• Understand the technical connectivity requirements of our Digital offerings and the impact on clients

• Understand the details of the back to front systems and infrastructure of HSBC

• Understand trading and electronic risk management capabilities of HSBC and External Markets

• Work in a 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 24 * 5.5 support model – an ability to work with and support colleagues in all locations is essential to being effective in this role

Key Activities and Experience:

• 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 wide range of client experiences including institutional, corporate and retail / merchant

• 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

• Sales Coverage Mapping to facilitate revenue allocation and reporting

• Pricing and Risk Management

• Creating Operational Efficiencies

• Understand the Market Trading Conventions and Terminology

• 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 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

• 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