Why join us?
HSBC Technology and Services
HSBC Technology and Services is a pivotal part of the Group, providing
essential operational and technical support to our global businesses and
helping improve customer service and efficiency.
Global Service Delivery
Global Service Delivery is a business-aligned, customer-servicing organization
with the primary objective of driving operational excellence across our
businesses worldwide. Achieving this through the consolidation, simplification
and continuous improvement of processes across the full range of HSBC
operations, the division simultaneously takes responsibility for managing
operational, location and processing risk and ensuring that services provided
are at a best-in-class price point for the required quality level.
Purpose of Department
The GLCM Operations COE is part of HOST Operations and delivers a centralized
operations utility for HSBC's Corporate Digital Channels (including HSBCnet,
Host-to-Host Connect, and SWIFT net) supporting payments, cards, receivables,
liquidity, trade, supply chain finance, custody, securities services, and
money market trading solutions globally across Europe, Asia, Middle East,
North and Latin America. Over 700 million payment transactions valued at over
$10 USD trillion is processed through the channel annually.
The team caters to CMB and GB&M customers of HSBC and provides service and
support for the customer digital lifecycle across GLCM, GTRF, and HSS
products. It spans across 5 Global Service Centers (Bangalore, Hyderabad,
Guangzhou, Kuala Lumpur, Krakow and Cairo) and 1 Onshore Operations Service
Centre (Mexico). The COE focusses on wider business activities performed by
GLCM Client Management, including Client Implementation, and Client Servicing
activities.
The Client Servicing team in GSC Bangalore supports Tier 1 to 3 clients on
queries related to channels, payments, account services through Mails. Team
also supports different type of enquiries and follow-up on amendment/
cancellations, return funds, charge details, training, troubleshooting file
upload issues, statement retrieval etc.
The Opportunity:
* Accountable for performance of the team and all that they do, contributing to the successful delivery of 'Best in Class' standards whilst remaining within key operational performance parameters (customer experience, & operational productivity targets)
* Understand Management Information, and build action plans to improve service levels and team performance through training, coaching and people development
* Plan and prioritise work appropriately considering importance, urgency, customer and business impact
* Manage stakeholders at country and regional levels, providing them with required MIS and action plans for hot spots
What you 'll do:
* Complete accountability of performance management for a team with spans between 12-15
* Own and manage escalated customer concerns and complaints for the team
* Champion and embrace change and innovation within the team
* Demonstrate ownership and common sense with all that you do, sharing best practice across teams and peers
* Understand and translate the immediate business/function strategy into actions for your team
* Work independently with minimal supervision
* Good on MS excel and able to support on different MIs
* Ability to write business letters and reports
Adhere to local regulations and programs around 'Treating Customers Fairly'
Requirements
What you will need to succeed in the role:
* Fluent written and communication skills in English
* University degree
* Have a positive, can-do attitude with a desire to get things right first time every time, and work around limitations
* Experience of coaching, mentoring, developing others
* Able to motivate the teams and develop a culture of empowerment
* Strong Customer Orientation and passionate about delivering superior customer service
* Ability to anticipate future stakeholder needs and take actions today
* Good knowledge of Excel and PPT and able to work on various MIs and presentations
What additional skills will be good to have?
* Good interpersonal skills with the ability to build and maintain working relationships with Business Partners / Stakeholders
* Strong Team Player with an ability to drive and motivate self and others
To maintain HSBC internal and external control standards, including the timely
implementation of internal and external audit points together with any issues
raised by external regulators.
You 'll achieve more at HSBC *
HSBC is an equal opportunity employer committed to building a culture where
all employees are valued, respected and opinions count. We take pride in
providing a workplace that fosters continuous professional development,
flexible working and, opportunities to grow within an inclusive and diverse
environment. We encourage applications from all suitably qualified persons
irrespective of, but not limited to, their gender or genetic information,
sexual orientation, ethnicity, religion, social status, medical care leave
requirements, political affiliation, people with disabilities, color, national
origin, veteran status, etc., We consider all applications based on merit and
suitability to the role."
Personal data held by the Bank relating to employment applications will be
used in accordance with our Privacy Statement, which is available on our
website.
Issued By HSBC Electronic Data Processing (India) Private LTD***