In this role, you will drive sales and marketing activity for MSS Cross Asset Distribution and Listed Products, identifying opportunities and campaigns that address specific client needs across target segments.

You will maintain and deepen business relationships with clients and internal stakeholders in the assigned coverage, with a strong focus on front-line enablement and commercial outcomes.

You will build strong understanding of client needs and suitability requirements, translating them into clear product positioning and actionable distribution plans.

You will partner closely with internal Trading, Research Analysts and Strategists to source, shape and package investible ideas (cross-asset and listed products), leveraging solid knowledge of derivatives basics, the macro environment and company analytics.

You will create and deliver digestible, client-ready content (e.g., short notes, scripts, presentations, videos, talking points) tailored to audiences with little to no financial knowledge, ensuring messages are clear, compliant and commercially relevant.

You will act as a media-facing spokesperson (where approved) for MSS Cross Asset Distribution and Listed Products, representing HSBC in external and internal media formats, ensuring messaging is clear, compliant and aligned to agreed commercial priorities.

You will anticipate and manage reputational, conduct, and suitability/appropriateness risks arising from public commentary on derivatives, macro themes and company analytics, ensuring communications remain balanced and within agreed parameters.

You will work closely with IWPB products team and the products team of institutional product partners to align on priorities, coordinate go-to-market activity and maximise cross-selling opportunities.

You will support new media platform engagement and live marketing campaigns (e.g., webinars, livestreams, roadshows), including planning, content preparation, speaker coordination and post-event follow-up.

You will contribute to transaction execution support by coordinating with relevant pricing/trading teams and ensuring timely, accurate client communication and follow-through.

You will act as a business-as-usual escalation point for client concerns and operational issues where Front Office can contribute to resolution, escalating appropriately to Director/Managing Director when required.

You will maintain complete and accurate records of client interactions, orders/execution and campaign activity in line with internal standards and controls.

You will apply strong data analytics skills to identify business opportunities and improve distribution effectiveness, including analysing client activity, campaign performance, product penetration, funnel conversion and engagement metrics to prioritise actions and refine go-to-market plans.

You will leverage AI-enabled analytical tools (where approved) to enhance insight generation and productivity, such as summarising research and market updates, identifying themes/signals from large information sets, drafting first-pass client content, and improving targeting/personalisation,while ensuring appropriate human oversight, accuracy checks and adherence to internal controls.

You will streamline workflows and improve efficiency through automation and process optimisation (e.g., standardised templates, content libraries, dashboards, CRM hygiene, campaign tracking), reducing manual effort and improving speed-to-market without weakening risk and control standards.

You will collaborate effectively across Markets and Securities Services and the wider Group (e.g., Global Banking, Wholesale Banking, Wealth and Personal Banking, Private Banking) to deliver joined-up client outcomes.

You will communicate fluently in Mandarin, Cantonese and English to support client engagement, content creation and stakeholder management across relevant markets.

You will follow a clear vision aligned to HSBC’s Values and goals, helping build an inclusive, high-performing, customer-centred culture.

You will encourage constructive cross-country and cross-business teamwork through strong collaboration and matrix management, challenging behaviours that are inconsistent with HSBC’s diversity policy and/or the best interests of the business and its customers.

To be successful, you will need to deliver fair outcomes for customers and ensure all sales/marketing activity supports the orderly and transparent operation of financial markets, particularly when translating cross-asset and listed product ideas for non-expert audiences.

You will embed financial crime risk management requirements (including Anti-Money Laundering and Sanctions Controls) into day-to-day distribution activity, client communications, campaigns and any new content formats (e.g., new media, livestreams, webinars).

You will maintain a thorough understanding of the front-to-back control environment for Markets distribution and marketing activity, ensuring processes, approvals and record-keeping meet required standards (including appropriate governance for client-facing materials and communications).

You will act as a “risk owner” within the first line of defence, working closely with relevant control owners (Risk, Finance, Operations, Compliance), Business Risk and Control Management and Business Management to identify, escalate and remediate issues in a timely manner.

You will apply a forward-looking approach to risk management by anticipating conduct, suitability/appropriateness and reputational risks that may arise from derivatives-related content, macro commentary and company analytics, and ensuring training and awareness are prioritised.

You will maintain strong knowledge of the global regulatory and conduct landscape relevant to cross-asset distribution, listed products and client communications, and challenge where needed to balance client needs with HSBC’s reputation and obligations.

You will support an efficient, high-capacity risk management infrastructure by streamlining controls and ways of working without weakening standards, enabling the business to move at pace while meeting internal control requirements and HSBC’s strategic vision.

You will ensure all activity is performed in line with applicable HSBC internal policies and procedures as set out in the relevant Functional Instruction Manuals (FIM) and departmental instructions, escalating any uncertainty to the appropriate control functions before execution.

The employment is subject to Mandatory Reference Checking Scheme (MRCS) as per regulatory requirement. For details, please refer to (Mandatory Reference Checking Scheme Phase 2 | The Hong Kong Association of Banks).

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Scope of Responsibilities:

• Act as front-line support for local and/or time zone-based employees.
• Serve as the main point of contact for our customers via email, walk ups, and chat support.
• Respond promptly and professionally to customer inquiries and troubleshoot issues related to our products and services.
• Utilize relevant software and databases to effectively diagnose, track and resolve customer issues and address complaints.
• Maintain accurate records, including call logs and ticketing systems, to track customer interactions and issue resolution.
• Collaborate with other team members to identify and resolve technical issues.
• Stay up to date with industry trends and provide input on continuous improvement to the Helpdesk and customer service workflows.
• Identify and escalate issues requiring urgent attention to the appropriate parties.
• Ensure SLAs are met and that our internal users are provided with an high level user experience.
• Ensure that all IT assets in the local office are managed and maintained to an agreed standard.
• Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management.

Requirements:

• Knowledge of first line IT support operations.
• Strong PC hardware and peripherals knowledge.
• Excellent relationship building skills.
• Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders.
• Fluent in Polish and English (written and spoken).
• Ability to work in a matrix management environment.
• Internships or/and previous work experience in a customer service or Helpdesk role.
• Very good communication and active listening skills with a customer-first mindset.
• Ability to operate effectively in a dynamic, fast-paced environment and multitask effectively.
• Ability to learn quickly and adapt to new software applications and technologies.
• Good problem-solving and conflict resolution skills.

Benefits:

• Medical package
• MyBenefit cafeteria platform
• Employee Assistance Program (EAP)
• No dress code
• Chill zone & beverages and fruits in the office

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This is an excellent opportunity for a Support Bar Analyst (IT Help Desk) with excellent communication and leadership skills, looking to make an impact within a fast-paced and dynamic environment. The role reports to the Head of Local Support and involves working closely with colleagues in other offices to deliver a seamless service to our users.

Responsibilities:

• Act as front-line support for local and/or time zone-based employees
• Serve as the main point of contact for our customers via email, walk-ups, and chat support
• Respond promptly and professionally to customer inquiries and troubleshoot issues related to our products and services
• Utilize relevant software and databases to effectively diagnose, track, and resolve customer issues and address complaints
• Maintain accurate records, including call logs and ticketing systems, to track customer interactions and issue resolution
• Collaborate with other teams to identify and resolve technical issues
• Stay up-to-date with industry trends and provide input on continuous improvement to the Helpdesk and customer service workflows
• Identify and escalate issues requiring urgent attention to the appropriate parties
• Ensure SLAs are met and that our internal users are provided with an exceptional user experience
• Ensure that all IT assets in the local office are managed and maintained to a high standard
• Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management

Requirements:

• Global experience within a business services environment and ideally video games development and/or working in a highly technical development environment
• Strong knowledge of first and second-line support operations
• Desirable knowledge of ServiceNow and industry trends
• Excellent relationship-building skills
• Ability to work in a matrix management environment
• Proven work experience in a customer service or Helpdesk role
• Excellent communication and active listening skills with a customer-first mindset
• Ability to operate effectively in a dynamic, fast-paced environment and multitask effectively
• Ability to learn quickly and adapt to new software applications and technologies
• Excellent problem-solving skills
• Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders

Skills and experience desired:

• Manage the deployment, configuration, and maintenance of mobile devices, including tablets, smartphones, consoles, Meeting Room solutions (Intune, Autopilot, EMS, MDM, VDI)
• Manage the deployment, configuration, and maintenance of user peripherals
• Provide 3rd-line support for mobility applications to team members, customers
• Helping Keywords gain compliance in Local and global standards (ISO 27001, Cyber Essentials Plus)
• Collaborate with other stakeholders to ensure application security and data privacy are maintained
• Evaluate emerging technologies and provide recommendations for improving mobility services by closely working with OEMs and Vendors
• Develop and maintain technical documentation related to mobility solutions, providing training where needed to other departments on mobility solutions
• Basic knowledge of ITIL process

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