Why join us?
If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with 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.
Securities services Treasury Product offers a range of value added solutions to support the Client's management of Cash and control of Foreign Exchange risk. Interest rate management, banking and payment services, on and off balance-sheet investment alternatives and risk mitigation are part of our wide product proposition.
The Opportunity:
We are currently seeking an ambitious individual to join our UK Security Lending team in the role of Manager Operations, working together with colleagues to define, manage and achieve business targets.
Individual managers are responsible for managing operational risk, including its identification, assessment, mitigation and controls, loss identification and reporting in accordance with the “Operational Risk Management Framework".
All Securities Services Staffs are required:
- To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
- To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant Compliance Department. The term ‘compliance’ embraces all relevant laws, rules and codes with which the business has to comply within Malaysia and in relation to the countries migrating work with the assigned Global Service Centres (GSC).
- To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies.
What you’ll do:
Client Service & Problem Resolution:
- Problem situations are proactively identified and resolved to give maximum customer satisfaction and escalated where necessary. Appropriate measures are taken to improve quality and prevent recurrence.
- Establish and maintain effective relationship with clients, business areas and identify areas of service improvements.
- Have clear understanding and update regularly on various market changes, infrastructural updates.
- Lead key Client relationships through being their local escalation point & by chairing regular Service Review meetings.
Leadership and Team work:
- Effectively drive and manage change to achieve business goals (e.g. process improvements/changes in procedures)
- Plan and promote Career Progression to meet Business requirements and Staff expectations.
- Lead by example through service excellence and driving quality initiatives for improved Customer Satisfaction.
- Drive staff development through soft skill training, personal development plans and performance management reviews. Reward and recognise service excellence and keep high staff morale through ‘Celebrating Success’.
- Strike balance among task, team and individual to inspire and influence staff to bring out their best.
- Motivate and develop team members to meet business objectives - advice and guidance is given in a constructive manner and supported by appropriate evidence.
- Ensure Managers Operations are briefed and made aware of individual/department performance achievements/ targets in a timely manner.
- Develop staff to achieve business objectives and achieve individual potential, sharing knowledge and experience and providing assistance on referred issues.
- Create an environment where skills and knowledge is openly shared to achieve department and business goals.
Operations:
- Serve as the primary deputy and escalation back-up for the AVP Operations, ensuring seamless continuity of leadership and delivery.
- Orchestrate and continuously refine contingency requirements, activating business recovery measures where required; conduct rigorous Operational Risk Assessments through proactive monitoring and the execution of robust risk-mitigation plans.
- Architect and drive a comprehensive cross-training strategy aligned to Global Contingency requirements, staff banding progression, and operational demand—balancing all priorities with precision.
- Institutionalise knowledge retention across the function by embedding continuous capability-building and targeted training to counteract the impact of attrition.
- Stabilise service delivery amid volatile or erratic workflows through disciplined capacity planning, proactive leave management, and sharp process prioritisation.
- Maintain stringent governance over operational losses and potential fraud exposure by leveraging strong internal control discipline, audit readiness, and structured staff feedback mechanisms.
- Ensure work is meticulously planned, executed, and concluded within agreed timescales, with ongoing monitoring and reprioritisation in strict accordance with documented procedures.
- Set, track, and deliver productivity and quality targets to optimise resource utilisation, deliver business outcomes, and consistently meet customer SLAs.
- Scrutinise, socialise, and embed procedural changes and new initiatives, ensuring full communication and disciplined execution across all teams in scope.
- Drive high-calibre collaboration with peers by sharing best practices to maximise resource leverage across sections and sustain a resilient, multi-skilled operating model.
- Enforce strict adherence to process cut-offs for all limit approval requests, ensuring timely processing and compliance with required controls.
Settlement and Administration Process improvements:
- Processes are regularly reviewed to identify improvements that will enhance operational and financial effectiveness.
- Re-engineer processes with the aim of streamlining operations and increasing efficiencies
- Minimise manual processing
- Increase use of automation
Audit and control:
- Compliance with procedures and diary watch across the section
Management information:
- MI and other business data requirements are completed accurately and supporting statistics/reports/returns are presented to business/management within agreed timescales
Management of Risk:
- To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance Department. The term compliance embraces all relevant laws, rules and codes with which the business has to apply.
- To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies.
Observation of Internal Controls:
- To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
Major Challenges:
- Managing market-specific requirements across assigned jurisdictions, while identifying opportunities to standardise processes and controls where feasible.
- Keeping up to date with regulatory rule changes across multiple markets and assessing their impact on existing corporate actions processes and procedures.
- Managing the operational impact of internal and external attrition, including knowledge retention and continuity of service.
- Driving customer-centric quality initiatives to improve service delivery and outcomes.
- Identifying, assessing, and effectively mitigating operational risk (including control breaks, exceptions, and potential loss events), with appropriate governance and escalation.
- Ensuring ongoing compliance with the Group’s statutory audit standards, maintaining audit-ready evidence, and supporting internal/external audits and risk reviews.
- Performing independent Line Control review and approvals within delegated authority (e.g., maker-checker verification), ensuring exceptions are challenged, documented, and escalated in line with the approval matrix and risk appetite.
- Dealing with business that may significantly exceed forecasted figures by liaising with the respective business areas. Ensure quality and productivity standards are maintained while coping with staff turnover and inexperienced staff. Review and produce MI in a specified format, which is easily understood by business units, while giving them an idea of FTE benefit for migrating. Lead and motivate staff with widely.
Role Context:
- This role operates in time critical environment including (but not limited to):
- Ensuring strong operational risk management, including identification, assessment, mitigation, and escalation of issues in line with HSBC internal control standards.
- Maintaining compliance with all relevant Group policies, procedures, audit requirements, and regulatory expectations.
- Monitoring workflow, exceptions, and controls to protect the Group’s assets and minimise the risk of errors, losses, or potentially fraudulent activity.
- Driving continuous improvement by identifying control gaps, enhancing processes, and supporting efficiency and service-quality outcomes.
- The jobholder is expected to use sound judgement, take accountability for control outcomes, and work collaboratively with stakeholders to ensure service standards and control requirements are consistently met.
- Improve productivity and profitability by making effective use of available resources and to ensure the agreed service standards are met. Contribute to the development of subordinates by providing regular coaching and counseling and monitoring the staff competency/multi-skilling
- Securities services demands the delivery of a highly professional Customer focused service with a continuous drive for improvement in terms of both service and cost effectiveness.
- The challenge of the business is to work under different parameters including multiple time zones, weekend/flexi-shift, different systems, practices and processes and a uniqueness of work culture/environment inherited from the migrating countries. The nature of the settlement services provided and the extent of the delivery of the services are such that processing delays or errors will almost inevitably result in serious losses to the Group or poor customer service. The maintenance of a high level of internal control is essential to minimize these risks and maximize process security.
What you will need to succeed in the role:
Knowledge:
- A post-graduate diploma or degree in any discipline. Higher qualification not a bar provided aspirations commensurate with the position
Experience:
- At least 7 years’ experience of the Securities Industry, with 5 of those at a management/supervisory level, focusing on back-office and middle-office support. Relevant experience in Securities Lending, Prime Finance, Financing & Collateral, or Markets Operations/Control.
- Wide experience in Global Securities Settlements and Back-Office Operations, and in particular in one of the following areas; custody and clearing, broking, settlements, cash management, funding and FX transactions, asset management and fund services,
- Proven experience in management position with exposure to appraisals, counselling, team building and staff development.
- HSBC Securities experience would be beneficial especially with exposure to the worldwide aspect of the business
- Strong understanding of Securities Lending and the collateralised financing trade lifecycle (borrows/loans, recalls, margining, corporate actions, fees/rebates).
- Proven experience in 1LoD controls, operational risk management, or trade support/control roles in Markets.
- Ability to perform root cause analysis and drive remediation across multiple teams.
- Confident communicator with ability to challenge constructively and influence senior stakeholders.
- Strong attention to detail; able to interpret data, reconcile exceptions, and create actionable MI.
- Comfortable working in a fast-paced environment with competing deadlines.
- Skills:
- Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals with strong organisation and planning skills along with the ability to handle capacity and MI reporting
- Ability to build and maintain relations with business units and continuously give feedback by stringent follow up on service level agreements
- Initiate cost control measures by achieving resource efficiency and managing overheads
- Evidence of process management skills with an ability to initiate process improvements
- Evidence of very good prioritizing, planning and organizing skills.
- Ability to effectively communicate and implement group policies and procedures
- Ability to comprehend and minimize operational risks including wide understanding of audit controls and compliance requirements.
- Ability to manage and develop a team staff across a diverse range of processes within an operational environment.
- Ability to maintain control, direction and motivation of staff in an ever-changing environment.
What additional skills will be good to have?
Risk & control mastery skills:
- operational risk assessment (RCSA mindset), control design and testing, exception management, root-cause analysis, audit evidence management, and strong documentation/SOP writing