Job Summary:

We are seeking a proactive and customer-focused Hotline Services Associate to join our Depository & Participant Services team (based in Shenzhen office). This role is pivotal in delivering high-quality support to participants across the cash and derivatives markets.

The successful candidate will be responsible for managing inbound enquiries phone and email inquiries with professionalism and empathy, addressing complaints and dissatisfactions promptly, and liaising with other departments to resolve daily operational issues efficiently.

Key Responsibilities include:

• Provide prompt and professional phone and email support to participants in the cash and derivatives markets, ensuring accurate and courteous handling of all enquiries.

• Address participant complaints and service dissatisfaction with empathy and efficiency, ensuring timely resolution and maintaining high service standards.

• Liaise with internal departments to resolve daily operational issues. Refer suggestions and complaints to relevant teams for follow-up actions and ensure feedback loops are maintained.

• Handle requests related to security voice file maintenance and broadcast messaging. Ensure the accuracy of source information and monitor timely updates to records.

• Proactively identify opportunities to enhance service delivery and operational efficiency. Lead or support initiatives to implement process improvements.

• Facilitate internal and external training sessions on services, operational procedures, or new product offerings to ensure stakeholder understanding and readiness.

• Undertake additional tasks and projects assigned by the supervisor, contributing to team goals and organizational priorities.

Job Requirements:

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

• Knowledge of clearing / settlement / nominees / custodial operations in Securities markets

• At least 3 years’ relevant experience in securities firms or well-established financial institutions

• AVP is minimum 8 years of relevant experience in financial services, with at least 3 years in a supervisory or managerial capacity.

• Proactive, flexible, innovative, ability to multi-task and work under pressure

• Good Team player with excellent communication, interpersonal and analytical skills

• Curiosity to look beyond face value, seeks to understand the rationale behind issues and translate insights into actionable recommendations

• Conversant PC skills including MS Word / Excel / PowerPoint / Access / SharePoint

• Proficiency in Macros and VBA is an advantage

• Good command of written and spoken English, Mandarin and Cantonese