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