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Hong Kong Exchanges and Clearing Limited (HKEX) · 2 months ago

Associate, Hotline Participant Services, Post Trade

HK-ONE ES 21/F

Full-time

Onsite

Mid Level

3+ years exp

Hong Kong Exchanges and Clearing Limited (HKEX) is home to Asia's most dynamic capital markets. The Participant Services team is responsible for providing responsive support to Clearing Participants and Investors Participants through phone and email inquiries, ensuring seamless service delivery in cash and derivatives markets.

FinanceFinancial ServicesStock Exchanges

Responsibilities

Deliver and oversee timely, accurate, and professional phone and email support to participants in cash and derivatives markets, ensuring all inquiries are handled with courtesy and precision

Manage participant complaints and service dissatisfaction with empathy and efficiency, driving prompt resolution while upholding exceptional service standards

Collaborate with internal departments to resolve daily operational issues, escalating suggestions and complaints to relevant teams and maintaining robust feedback loops for continuous improvement

Administer requests related to broadcast messaging, ensuring data integrity and timely updates to all records

Proactively identify and implement opportunities to enhance service delivery and operational efficiency; lead or support initiatives that drive process optimization and risk mitigation

Facilitate internal and external training sessions on services, operational procedures, and new product offerings to ensure stakeholder readiness and compliance

Undertake additional projects and tasks assigned by the supervisor, contributing to team objectives and organizational priorities with agility and accountability

Ensure accurate documentation of operational procedures, process flows, business requirements, and functional specifications

Qualification

Clearing operations knowledgeClient service experienceProblem-solving skillsFinancial degreeMS Office proficiencyAnalytical skillsPutonghuaInnovationBilingual in EnglishChineseCommunication skillsInterpersonal skillsTeam playerFlexibility

Required

University degree in Finance, Business Administration, Economics, or related disciplines

Knowledge of clearing / settlement / nominees/custodial operations in Hong Kong and Global market

At least 3-5 years of relevant experience, preferably in well-established financial organization. Candidate with fewer experiences can consider an officer role instead

Proven client service experience, including direct client interaction, issue resolution, and service delivery in a professional and timely manner

Proactive, flexible, innovative, ability to multi-tasks and work under pressure. Team player with excellent communication, interpersonal and analytical skills

Excellent command of written and spoken English and Chinese. Proficiency in Putonghua is an advantage

Skilled in diagnosing complex problems, formulating actionable solutions, and leading end-to-end implementation to drive measurable impact

Familiar with MS Word, Excel, Access, and Chinese Word Processing, and proficiency in Macros and VBA is an advantage