Your part of the deal

Hong Kong Operations is threefold:

• Report Asian Voice of Customer
• Support Follow-The-Sun initiative
• Support Business Continuity Plan

As a team member of the FundSettle Client Services team in Hong Kong, you will be responsible to manage and resolve all client enquiries related to their Funds holdings with FundSettle. Enquiries scope range from client onboarding, account opening, new issues, fund orders and asset servicing.

For the Day to day job, Team member will interact with client extensively, various transfer agents and FundSettle Operations Teams and Client Services Teams in Belgium, Poland, Hong Kong.

Team member will also interact with other Euroclear departments/divisions such as Funds Operations, Commercial, Funds Product Management, Funds Agent Network Management.

 Your main objectives will be:

(i) Delivering service:

• Ensure all assigned task is performed timely, completely and accurately in accordance to defined procedures.

• Ensure client complaints and operational delays are escalated to team leader.

• Ensure stability of the service level and gradually bring it to the next level up.

• Contribute to meet the client survey, client loyalty and KPI targets (special focus on turnaround time of queries and quality of feedback).

• Effectively lead and deliver key projects in the client service domain.

(ii) Continuous improvement (CI)

• Participate in standardization by SOP adherence (in line with skills matrix)

• Ensure Problem Solving Session (PSS) methodology is applied consistently, focusing on the “check” of the PDCA lifecycle

• Ensure that Lean deliverables (KANO, MIFA…) are living documents

 (iii) Productivity and cost management:

• Focus on query avoidance by driving internal (service level increase)

• Challenge waste

• Share and adopt best practices & break the silos

 (iv) Risk Management:

• Apply & practice risk & security awareness at all time

• Adhere to risk management policies & procedures

• Use Control Map as living document to minimize the risk of error and loss.

 (v) Training:

• Provide training support to new team members

We offer

•    An opportunity to know the Funds business and to participate to the growth of FundSettle

•    The chance to drive service improvements, increase productivity within the department

•    International exposure through daily contact with overseas colleagues and transfer agents.

•    The possibility to grow further in your role as people manager via coaching by the Ops manager

•    Internal mobility to other functions within Euroclear Bank.

Your profile :

• Strong communication skills in English and native Mandarin.
• Good organization and prioritization skills
• Proven client facing experience in being able to handle independently complex inquiries &  service issues and  discuss client wishes.
• Proven ability to demonstrate judgement and be able to collaborate with different teams and location to achieve a balanced solution for the client.
• Strong problem solving capability.
• Proven ability to maintain a proactive operational relationship with clients.
• Previous experience in custody / funds domain (at least 2-3 years’ experience) is a definite advantage.
• Prior leadership experience is welcomed with aspiration to work towards a team leader role.
• Able to drive mandates independently and contribute to the implementation of continuous improvement projects.
• Solid knowledge of MS office (Excel, Powerpoint)

We offer

•    An opportunity to know the Funds business and to participate to the growth of FundSettle

•    The chance to drive service improvements, increase productivity within the department

•    International exposure through daily contact with overseas colleagues and transfer agents.

•    The possibility to grow further in your role as people manager via coaching by the Ops manager

•    Internal mobility to other functions within Euroclear Bank.