Job Summary:
The Participant Services (PS) team serves as the primary contact point for Post Trade’s Clearing Participants and Investors Participants, providing responsive support through daily phone and email inquiries. In addition to managing mass communications and engaging in operational projects, the team plays a critical role in ensuring seamless service delivery across cash and derivatives markets
Job Duties:
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.
Requirements:
- 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
