Hotline Services Assistant Vice President – Depository & Participant Services

Location:

CN-Shenzhen-HyQ

Shift:

Standard - 40 Hours (China)

Scheduled Weekly Hours:

40

Worker Type:

Permanent

Job Summary:

Job Summary:

We are seeking a dynamic Assistant Vice President to lead our Hotline Services team (based in Shenzhen office) within the Depository & Participant Services team under the Post Trade department of Operations Division. This team lead role is critical in ensuring the delivery of exceptional support to market participants across the cash and derivatives markets while driving operational excellence team development and service innovation.

The successful candidate will oversee the hotline function in Shenzhen and work closely with the HK hotline team manage a team of service professionals and act as a key liaison across departments to resolve complex operational issues. This role also involves leading service enhancement initiatives managing stakeholder relationships and contributing to cross-functional projects that support the organizations strategic goals.

Job Duties:

Key Responsibilities:

• Lead coach and develop a high-performing hotline services team. Set clear performance expectations foster a culture of accountability and continuous improvement
• Ensure timely and professional handling of participant enquiries via phone and email. Monitor service quality and implement measures to maintain high standards across all touchpoints.
• Drive the teams digital transformation agenda by identifying opportunities to automate manual processes implement new technologies and enhance system capabilities to improve efficiency and scalability.
• Oversee the resolution of participant complaints and service dissatisfaction. Ensure root cause analysis is conducted and corrective actions are implemented to prevent recurrence.
• Collaborate with key stakeholders to resolve daily operational issues. Escalate and follow up on suggestions and complaints ensuring feedback loops are closed and improvements are tracked.
• Identify and lead initiatives to streamline hotline operations and enhance service delivery. Champion innovation and drive adoption of best practices across the team.
• Design and deliver internal and external training programs on services operational procedures and new product offerings. Promote knowledge sharing and ensure readiness across stakeholders.
• Lead or contribute to cross-functional projects aimed at improving service infrastructure participant experience or operational efficiency. Provide strategic input and ensure timely execution of deliverables.
• Ensure hotline operations adhere to regulatory standards and control protocols. Strengthen risk awareness across the team and implement enhanced control measures to mitigate operational and reputational risks.
• Collaborate with HK Hotline team to ensure professional and consistent services are provided to market participants and work on continuous enhancement of our service model.

Job Requirements:

• Bachelors degree in Finance Business Administration Economics or related disciplines; advanced degree or professional certification is a plus.
• Solid understanding of clearing settlement nominee and custodial operations in securities markets.
• Minimum 8 years of relevant experience in financial services with at least 3 years in a supervisory or managerial capacity.
• Proven leadership skills with experience in team development performance management and stakeholder engagement.
• Strong analytical and problem-solving abilities with a proactive and strategic mindset.
• High level of integrity professionalism and commitment to service excellence.
• Able to demonstrate strong collaboration between HK and SZ team and as a good team player across functions
• Ability to manage multiple priorities under pressure and drive results in a fast-paced environment.
• Proficiency in MS Office applications (Word Excel PowerPoint Access SharePoint); knowledge of Macros and VBA is an advantage.
• Excellent communication skills in 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.