Zakuan Ariff Ramli

• Manage teams supporting Trade Processing, Settlements, and Reconciliation functions.
• Oversee trade instructions received via three main channels: file uploads through CE server, SWIFT, and fax; ensuring accurate capture into custody and/or accounting platforms.
• Monitor trade status updates, advise clients, internal teams, and agents on trades released to the market for settlement.
• Handle trade exceptions by manually updating rejected trades based on agent feedback and system status.
• Manage reconciliation processes for exceptions in cash posting and funding related to trade settlement needs.
• Lead investigations on reconciliation breaks for GC HK Settlements, including both cash and stock discrepancies.
• Maintain HSBC internal control standards and ensure adherence to Group Compliance Policy requirements.
• Continuously reassess operational risks due to changes in market conditions, regulations, technology, or internal procedures.
• Identify, resolve, and escalate operational issues to ensure high service quality and maximum client satisfaction.
• Take proactive measures to prevent recurrence of customer or operational issues and retain customer goodwill.
• Ensure clear communication with clients on issue progress and resolution, with sensitivity and professionalism.
• Achieve individual and team quality targets, with full root cause analysis and corrective actions where necessary.
• Evaluate and standardize practices across markets where feasible, while adhering to market-specific requirements.
• Stay updated with regulatory developments and assess impacts on current processes and procedures.
• Handle both internal and external audit requirements and support statutory and compliance obligations.
• Drive customer-centric quality initiatives and implement operational risk mitigation measures.
• Produce Management Information (MI) reports in clear, actionable formats for business units.
• Oversee operational workflows, system performance, and ensure consistent efficiency across multiple markets.

Global Custody AsiaPac Settlements

• Acted as the focal point and subject matter expert (SME) for trade settlements, managing Hong Kong clients trading in global markets.
• Responsible for investigating failed trades and liaising directly with sub-custodians and clients to resolve and settle outstanding trades and issues.
• Ensured daily operational efficiency through close monitoring of workflows, market-specific procedures, and system performance in securities processing.
• Monitored service quality within the team to uphold high customer service standards.
• Proactively identified, resolved, and escalated problems to ensure maximum client satisfaction.
• Acquired broad knowledge of settlement processes and stayed up to date with the latest developments in assigned markets, including changes in rules and regulations by regulatory bodies and stock exchanges.

Fund Services – Singapore trades

• Responsible to process daily investment trades/transactions in the system within service level agreement deadlines.
• Input trades in support of Global Custody Client Service team for portfolio and valuation purposes.
• In charge of providing guidance and on-the-job training to junior team members.
• Drive staff development through soft skills training, personal development plans, and performance management reviews.
• Perform other management tasks assigned by the manager such as Return-to-Work (RTW) coordination, schedule arrangements, KPIs, SLAs, and PLAs tracking.

• Handled inbound calls and managed disputes for Maybank customers, both locally and internationally.
• Assisted customers with Maybank2u platform issues, account inquiries, and performed case reporting for escalation.
• Delivered top-class banking experiences by demonstrating professionalism, empathy, and strong service attributes.
• Supported Senior Supervisor in planning, managing, monitoring, and controlling outdoor activities and bank events.
• Assisted in resolving daily operational and management-related issues under the guidance of the Senior Supervisor.
• Actively promoted the bank’s services, campaigns, and promotional events to enhance customer engagement and brand awareness.