HSBC Group

Business: Lending Services

Open positions: 1

Role Title: Account Checker -IC GSC's

Global Career Band: 7

Location (Country / City ): India / Hyderabad

Recruiter Name : Chiransha Gupta

Why join us?

• Our Global Service Centres are an integral part of Global Operations. Employees based there manage day-to-day customer transactions and processes for the global businesses. This may include transactions for our retail bank such as processing loans, credit cards, insurance and mortgage applications, opening new accounts, and managing customer enquiries through contact centres and digital platforms.
• Employees in the Global Service Centres also run and manage operations for commercial bank customers. This includes processing credit applications, facilitating payments and managing the import and export transactions that enable customers to protect and grow their businesses through international trade

The Opportunity:

• We are currently seeking an ambitious individual to join this team as Assistant Manager – Individual Contributor role.
• 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. HTS combines global expertise and technology to help keep us ahead of the competition.

What you’ll do:

• Meet targets on productivity and accuracy within stipulated time frame. Instructions/requests are correctly interpreted and fully undertaken. Ensure that work is completed in accordance with established procedure and standards
• Effectively and efficiently process to achieve business goals on productivity, accuracy and improvements of process. Proactively identify issues, if any, and escalate.
• Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation. Proactively seek out opportunities to provide internal and external customers with service excellence in the most effective and efficient manner. Get it right the first time.
• Risk management solutions to be implemented in line with issues identified and actions due for transactional controls which need improvement.
• Develop Solutions to problems and identify process and service improvements that enhance customer satisfaction and business results. (Any Idea which helps in improving the way we work)
• Ensure that the customer issues / problems are effectively investigated and resolved. Listen, understand and deliver excellent customer service. Ensure that fraud/errors/irregular transactions (if any) are identified and escalated. Share knowledge, best practice and experience with colleagues in achievement of their goals & business objectives.
• Participate in team meeting / team activities and work towards sustaining team spirit. Demonstrate dependability and support the team in achieving its goals
• Actively support team and community activities and proactively promote HDPI family ethos and HSBC in the community. Support section level initiatives on improving delivery against service level agreement.
• Cross trained on all relevant processes as per business requirements.
• 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.
• Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.
• Maintain control on operational losses, potential fraud through strong internal audit and feedback mechanisms
• Develop Solutions to problems and identify process and service improvements that enhance customer satisfaction and business results.
• Implement the Group compliance policy locally by containing compliance risk in liaison with the Global Compliance Officer or Local Compliance Officer ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators.
• Implement the Group Compliance Policy as applicable to your role.  The term "compliance" embraces all relevant laws, rules and codes with which the business has to comply
• Escalation of all disciplinary and grievance cases on time to the line manager
• Maintain exceptionally high customer service standards and strive to constantly meet and exceed highly challenging PLA parameters
• Evaluate training needs and plan for them
• Provide timely and effective feedback on performance against job objectives. Ensure the performance of the team is in sync with the set business targets.
• Produce, analyze and interpret MI where required pertaining to role.
• Identify and escalate potential showstoppers.
• Plan for effective utilization of resources.
• Meet the needs and expectations of customers by ensuring that escalations and complaints are handled in a timely and appropriate manner.
• Develop cohesive teams and foster staff development.
• Facilitate continuous improvement through the identification, implementation and sharing of best practice in conjunction with peers and line management.
• Should be result oriented and flexible to changes.
• Build professional relationships with colleagues in other areas
• Exhibit ownership of the business.
• Ensure adherence to audit and compliance requirements.

What you will need to succeed in the role:

• Excellent Communication skills – Written and Verbal (E)
• Strong Planning and Organizing skills. (E)
• Excellence in delivering Customer Service. (E)
• Ability to work under pressure with very challenging deadlines. (E)
• Self-driven / Quick learner(E)
• Mortgage end to end Knowledge and Digital signature understanding. (E)
• Proven track record of strong focus towards high levels of Quality and Customer Service
• Ability to understand and interpret numeric data. Possess good analytical skills. (D)
• Knowledge of, and experience in problem solving techniques (E)

What additional skills will be good to have?

• Mortgage Service experience
• Experience in RPA methodology

Link to Candidate User Guide:

https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a

(Or)

Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar. https://hsbchrdirect.service-now.com/hrsp?id=hrdirect_employee_dashboard

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***