HSBC Group

Business: HSBCnet Helpdesk team

Open positions:1

Role Title: AM - INDIVIDUAL CONTRIBUTOR GSC’s

Global Career Band: 7

Location (Country / City ): India/Bangalore

Recruiter Name : Vineeta A

Why join us?

• Wholesale Servicing Operations is a part of DBS 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.
• The team caters to CMB and GB&M customers of HSBC and provides service and support for the customer digital lifecycle across Channels, GTRF, and HSS products. It spans across 6 Global Service Centers (Bangalore, Hyderabad, Guangzhou, Krakow, Cairo and Mexico).
• The HSBCnet Helpdesk team in GSC Bangalore supports Tier 4 clients on queries related to channels, payments, account services through inbound calls, live chats and emails. The queries are primarily, technical in nature, requiring staff to provide on-screen assistance to customers on HSBCnet, via all channels mentioned.

What you’ll do:

Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)

• The nature of the role means that much of the jobholders’ interaction is with teams in various global regions.
• Will be communicating via emails and conference calls, and as such it is necessary for the jobholder to be very proficient in these forms of communication and be able to effectively manage meetings and activities remotely.
• Applicant is requested to handle Team / Stakeholder / Senior Management in absence of the AMO.
• Coach and support peers in process in effort to build SME expertise in the team.
• Present analysis on root cause of top and repeated issues to coach agents to minimize errors/complaints and improve customer experience.
• The job holder will be expected to use their knowledge of HSBCnet to resolve issues escalated to the team from internal/external clients.
• Applicant is expected to provide process improvement ideas and lead projects involving various internal team at a global level.
• Due to the nature of the Customer Segment they would assist, they are expected to maintain excellent Quality on Calls and handle queries effectively and in a timely manner.
• Should act as a role model for delivering superior customer service. By listening to our customers and understanding their issues and resolve or mutually agree the way forward with their complaint/product queries.
• To be able to look at the complaint/ product queries holistically and from all viewpoints and be able to provide the guidance and oversight to ensure speedy resolution of queries/issues and complaints logged.
• Manage the delivery and resolution of all customer issues for all customer segments within SLA and to optimize customer satisfaction.
• Proactively identify issues if any and escalate.
• Ensure all customers are dealt with in accordance with compliance and regulatory requirements with an aim to protect our customers as well as the reputation of HSBC by following treating customer fairly.
• Build and maintain effective relationships with the multiple stakeholders and liaise proactively to identify and facilitate adherence to Regulatory and Compliance requirements.
• Assist line manager/supervisor with managing day-to-day operations.
• Coach and support peers in process in effort to build SME expertise in the team.
• Present analysis on root cause of top and repeated issues to coach agents to minimize errors/complaints and improve customer experience.
• Maintain cordial relationship with all the relevant stakeholders and co-ordinate work, escalations, analysis, MI at appropriate time to work the critical queues with minimal or no supervision.

Customers / Stakeholders:

• Work with onshore business partners globally to drive CCM strategy with ability to prioritize competing demands and deliver within agreed timescales.
• Responsible for building and maintaining effective relationships with the multiple stakeholders including the three HSBCnet Regional Service Centers, HSBCnet product teams/Service Management teams/IT teams across regions and countries.
• Develop actionable plans around people capability that are aligned with HSBC’s business strategies.
• Lead other Strategic initiatives for the HSBCnet Service proposition.
• Liaise proactively with relevant stakeholders and Compliance teams to identify and facilitate adherence to Compliance requirements.
• Manage key relationships with internal and external stakeholders, developing and maintaining strong working relationships with:
• Internal - Risk and Compliance, Relationship Management, Product and Proposition Management, Client Services, Business Risk & Control Management (BRCM), Technology, and Business Development

Operational Effectiveness & Control

• Sound knowledge of Group compliance, Operational Risk for HSBCnet
• Develop and recommend changes and improvements to operating models, procedures and practices based on subject matter expertise and understanding of HSBC and market best practice.
• Communicate and adhere to HSBC policy and procedures in order to ensure good operational, financial and project management, policy and procedural compliance and early identification and effective resolution or escalation of issues that arise.
• Contribute to the development, implementation and maintenance of Helpdesk management information, analysis and reporting framework that supports and informs timely and effective business management and decision making at all levels.
• Ensure that Operational Risk / Compliance / Audit requirements are taken care of in activities undertaken.
• Ensure that appropriate BCP strategies are in place for all production activities.

Technology & Transformation

• Drive optimal utilization of Operational Excellence tools and ensure team engagement in OpEx related activities.
• Target oriented in understanding and delivering saves and benefits because of implementing transformation projects.
• Proactive in identifying opportunities to create process efficiencies and be the change agent to bring in technology to improve client experience. Review process and systems to identify scope for streamlining and automation leading to improvement in Key operational performance parameters.
• Create an efficient working team by implementing WFM tools and techniques and ensure PA, WR and OOE targets are consistently met.
• Drive OpEx to create efficiency, improve capability management, workplace organization, and transparency.
• Create capability within the team to absorb additional work without addition of resource, improving the overall efficiency.
• Create a model for continuous improvement within the team using operational excellence and other tools.