Business Function Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
Responsibility - The primary accountability of a Senior Associate is to effectively respond to customer enquiries, handle complaints and execute instructions for corporate clients with fund custody and administration needs, ensuring strict adherence to service level objectives through both phone and email communication.
- Maintain regular contact with clients to obtain feedback on service levels. Initiate service review at frequency as agreed with client.
- Be the voice of the customer, take ownership for solutions.
- Facilitate query handling to ensure timeliness and accuracy of responses.
- Ensure effective and timely client communication on areas of client impact, including Market Bulletins, operational queries, and trade & corporate action executions.
- Proactively make suggestions to improve productivity, enhance operational efficiency, and minimize operational risk.
- Uphold high professional standards by ensuring communication with customers is consistently accurate, professional, and courteous.
- Build strong relationships with internal stakeholders.
- Comply with all DBS policy and guidelines, as well as regulatory requirements from the HKMA, SFC, and MAS.
- Escalate exceptional/outstanding/suspicious transactions to the Department Head and other relevant parties for necessary action per the Incident Management Policy.
Requirement - University Graduate or above in Business or related disciplines.
- A minimum of 5 years of relevant experience and working knowledge in a client-facing and service-oriented capacity, preferably in Fund Administration, Custody Services and Transfer Agency within the banking industry.
- Sound experience of banking operation and practices.
- Candidates must demonstrate the ability to adapt their working hours as needed to effectively meet client service level objectives and adhere to trade and corporate action cut-off times especially during peak times.
- Maintain a strong understanding of market trends and developments in new products and systems within both local and foreign securities market.
- Self-motivated with strong analytical mind and creative thinking
- Strong interpersonal, problem solving and negotiation skills.
- Effective team player, adaptable, and supportive in handling departmental tasks.
- Excellent communication skills with proficiency in English and Chinese (both spoken & written)
- Good presentation skills and proficiency in MS Office.
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We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
We regret only shortlisted candidates will be notified.