Manager Operations - Transfer Agency

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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.

We are currently seeking an experienced professional to join our team in the role of Manager Operations - Transfer Agency.

In this role, you will:

• Circa 50% to 100% of time spent managing people / direct and indirect reports. Circa 50% of time spent in processing / technical aspects of the process (as outlined below). Lead User Acceptance Testing for the business (as and when required). Lead Projects for both country and city offices (based on business objectives, targets and requirement). Manage 10 to 12 direct reports, whilst overseeing 20 - 24 headcount of indirect reports, as and when deemed required by business or manage the process as an individual contributor. Regular liaison with country offices. Manage transformation and growth.
• Role is for the position of Manager Operations in Transfer Agency in the capacity of an individual contributor or People manager and requirement is to ensure high quality service to the Client ensuring that risks are minimized, and profit is maximized through effective management of costs/resources. Role expectation is also to ensure that process and procedures are continually reviewed, improved, the changes are communicated and implemented effectively.  The job also entails checking on internal audits and measures undertaken and regularly reviewed in order to maintain quality and productivity at the optimum level. Set a high standard of continuous staff motivation and leadership to ensure a good work environment. The job also entails regular interactions with Country office teams and managing team so that the employee motivation levels are high.

• Various Investigations and escalations from Client. Reconciliation of cash and unit accounts, which includes investigation of breaks (where necessary). Management Information Reporting. Business specifications for this role outlined below: Product Range / functions would include Registration, Dealing & Reporting, Settlement activities, Reconciliations, Corporate actions, Fund price and Management Information. 100% involvement in & ownership of process and technical aspects of the business. This role operates in a highly complex and time critical environment and is required to be involved in processing of activities, which includes (but not limited to): Checking transactions and activities (depending on business requirement).

• Responsibilities depending upon jurisdiction catered to and serviced out of Bangalore. Flexibility in terms of shift timing to manage multiple jurisdictions & business requirements. Process productivity and quality targets are set, monitored and achieved to ensure optimum resource utilization and achievement of business objectives and customer Service Level Agreements. Drive rigorous and customer centric Quality Campaigns and initiatives to increase Quality awareness in the team. 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 the country offices and other stakeholders and identify areas of service improvements. Supporting Transfer Agency Function for multiple jurisdictions. Ensure regular and timely interaction with all stakeholders – namely country office teams, Chief Controls Officer, Global Banking and Markets Capability team, Transformation, etc. To plan for allocation/reallocation of resources and process prioritization across the various markets to smoothen the impact of erratic workflows/volumes and leave management by ensuring that a robust cross training plan is in place to multi skill operation teams. 
• Procedural changes/new initiatives are reviewed, agreed with the Country Office, fully communicated to staff and implemented. Drive staff development through soft skill training, personal development plans and performance management reviews. Reward and recognize service excellence and keep staff morale high through Celebrating Success’. Create an environment where skills and knowledge are openly shared to achieve department and business goals.

• Typically managing 10-12 Full-Time Equivalent, dependent on current Business as Usual footprint and projected growth, or managing the process as an individual contributor. Given the criticality of the process, transactional volumes and value of the business overall, this role requires the job holder to execute transactions swiftly and accurately, adhering to the process and Functional Instruction Manual guidelines to ensure nil impact to the business. Any exceptions, failures, inaccuracies or delays could potentially result in any of the following impacts. Financial Loss • Regulatory Impact • Reputational Damage • Audit Findings / Functional Instruction Manual Breach • Increased Operational Risk 

• The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology. The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.

To be successful, you will:

• A Graduate or post-graduate diploma or degree in any Commerce or equivalent Financial Background. Higher qualifications, not a bar provided aspirations are commensurate with the position. Desirable experience in management position with exposure to appraisals, counseling, team building and staff development.
• Minimum 6-7 years of Experience in Securities processing environment, Fund Administration, Transfer Agency Business.  Possess relevant Securities background and industry knowledge

• Possess at least 12 months of Securities experience and Transfer Agency Operations (this is a mandatory requirement). In the current role for 12 Months. Ability to speak and understand English fluently, writes business letters and reports, good conversational / telephone skills. Ability to learn quickly, transfers knowledge appropriately, understand and interpret numeric data. Evidence of good analytical, statistical and data mining skills to study trends and make projections. Production management skills and ability to initiate process improvements.
• Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals with strong organization and planning skills along with the ability to handle capacity and Management Information reporting. 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.
• Proven experience in change and problem-solving management. Evidence of good analytical, statistical and data mining skills to study trends and make projections. Production management skills and ability to initiate process improvements and recognize areas for development. Excellent verbal and written communication skills. A positive self-starter. Ability to manage resources to continually improve customer service and achieve productivity targets.
• Good communication skills and enjoys working with people in relation to role. Ability to plan & organize effectively as well as adopt a flexible approach to change. Will need to possess good multi-tasking skills and be flexible, as operations will cover multiple teams and time zones. Strong Collaborative management skills and flexible to working across all shifts in a 22*5 working environment.

• Relevant certification from CISI (Chartered Institute for Securities and Investment Certifications). Prior experience in Transfer Agency covering processes like Registration, Dealing, Payments & Reconciliation. Understanding of Financial Market and Mutual/ Hedge Fund operations desirable

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