Hotline Services Associate â Depository & Participant Services
Hotline Services Associate â Depository & Participant Services
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Job Description
Location:
CN-Shenzhen-HyQShift:
Standard - 40 Hours (China)Scheduled Weekly Hours:
40Worker Type:
PermanentJob Summary:
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.
Job Duties:
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
- 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
Company Introduction:
HKEX (Shenzhen) Holding Company Limited registered in Qianhai Shenzhen on December 23 2019 is a wholly-owned subsidiary of the HKEX Group with a branch in Shanghai. HKEX (Shenzhen) Holding Company Limited integrates business resources across China standardisesze working process improves efficiency and promotes business innovation aiming to assist the HKEX Group as itto develops business opportunities in Mmainland China and achieves its strategic goals of the whole groupglobally. HKEX Group is a international financial market operator in the world. From itsthe home in the financial hub of Hong Kong and an additional base in London HKEX Group provide world-class facilities for trading and clearing securities and derivatives in Equities Commodities Fixed Income and Currency.
Required Experience:
IC
Employment Type
Full-Time
