1+ months

eClient Services Analyst\/Associate

New York, NY
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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
Posted: 2022-07-13 Expires: 2022-09-12

HSBC offers the opportunity to develop a fulfilling career within a supportive and inclusive environment. We aim to be a place where everyone can achieve their full potential, regardless of their background.

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eClient Services Analyst\/Associate

New York, NY

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