Assistant Vice President – Hotline Services (depository & Participant Services)

Assistant Vice President, Hotline Services

Location: CN-Shenzhen-HyQ

Shift: Standard - 40 Hours (China)

Scheduled Weekly Hours: 40

Worker Type: Permanent

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 organization's 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 team's 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:

• Bachelor's 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, standardizes working process, improves efficiency, and promotes business innovation, aiming to assist the HKEX Group as it develops business opportunities in Mainland China and achieves its strategic goals of the whole group globally. HKEX Group is an international financial market operator in the world. From its home in the financial hub of Hong Kong and an additional base in London, HKEX Group provides world-class facilities for trading and clearing securities and derivatives in Equities, Commodities, Fixed Income and Currency.