eFX Client Services Associate

Overview:

The role of eClient Services within HSBC's Sales & Trading department is to ensure our clients, both internal and external, have a world class experience with HSBC's global markets digital products. The primary product supported is Foreign Exchange but the role may expand to additional asset classes including Fixed Income and Equities.

The candidate has ideally worked at a financial services institution or a vendor serving these organizations (internships count!), but we will consider anyone with a strong interest in markets, technology and working on a trading floor.

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

· 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:

· Foreign Exchange experience, or working knowledge, is a plus

· Knowledge of Investment Banking products (FX, Fixed Income, and Equities) and trading platforms

· 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

· Support all client activities relating to electronic pricing and risk management

· Knowledge of API products

· Proactive engagement with clients, understanding they are in a similar trading environment and require clear & timely communication

· Efficiently manage system outage events to ensure all impacted 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

· Understand the sales process, and ensure static configuration is in place for test, customer integration and production environments as required

· Identify any inefficiencies in the current process or technology and drive change and improvement

· Provide demos to new client across platforms.

· Provide timely MI to Stakeholders

· Monitor and analyze new client activity to improve client experience

· Liaise with internal teams for delivery of new features across distribution platform

· Take accountability of the price provided to client by ensuring appropriate pricing at the right time to the right client

Qualifications:

· Deep understanding of eRisk concepts and tools and ability to perform the data analysis needed to generate the maximum value from client flows

· Understanding of electronic trading platforms: candidate should be able to evaluate why and how clients use existing platforms.

· Proven salesperson who understands electronic trading execution flow: is able to prospect, negotiate, and coordinate across teams to deliver a best-in-class solution.

· Candidate should be able to clearly articulate client needs to quant team. Subsequently, candidate should eloquently manage client expectations working to bridge the gap between client needs and the firm’s capacity.

· Deep knowledge of electronic executions landscape including vendor solutions and participants.

· Exhibit responsiveness with excellent communication skills –both written and verbal.

· Ability to manage and prioritize separate communication lines in a fast-paced environment

· Ability to clearly and concisely communicate new product requirements to stakeholders across the organization.

· Ability to operate within a large organization to implement initiatives and move projects forward. Candidate will be required to work alongside peers and many others across the organization within different regions across the globe

· Quantitative and analytic skills (must be comfortable with numbers); coding skills a plus

· Comfortable working under pressure

· Experience in Global Markets or Global Banking

· Must be extremely organized self-starter with interest in technology