Job description
Business: Payments Business Services
Open positions:1
Role Title: Assistant Manager Operations GSC’s
Location (Country / City ): India/Bangalore
Recruiter Name : Sumana P
Why join us?
- Payments Business Services in Bangalore supports processing, investigation and other high end payments related activities for multiple business entities across the group. Payments Business serves multiple distinct Business Regions of HSBC Bank covering their entire Global Payments operations. A number of differing platforms are used for different business regions. The fact that large payments transactions expose substantial financial/reputational risks to the Bank; the COE team is gearing itself to take it to next level by strengthening its management team.
The Opportunity:
- Our Global Service Centers are an integral part of Global Operations. Employees based there manage day-to-day customer transactions and processes for the global businesses related to charges. 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 centers and digital platforms. Employees in the Global Service centers 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.
What you’ll do:
Leadership and Team work
- Effectively drive and manage change to achieve business goals. (Example: Process improvements, Changes in procedures)
- Implement and monitor Band Progression plans to meet Business requirements and Staff expectations
- Lead by example through service excellence and driving Quality initiatives for improved Customer Satisfaction.
- Drive Staff Development through Soft Skill training, Personal Development plans and Performance Management Reviews.
- Reward and Recognize service excellence.
- Strike balance among Task, Team and Individual to inspire and influence Staff to bring in their best
- Motivate and develop team members to meet business objectives.
- Create robust team environment where skills and knowledge openly shared to achieve team and business goals.
- Team members are regularly briefed and made aware of individual / department performance targets and achievements.
- Knowledge and experience are shared with team members, providing assistance on referred / technical issues.
- Performance are undertaken within agreed timescales.
- Advice and guidance is given in a constructive manner
Customer service and problem resolution
- Monitoring ‘Service Quality’ of the team to ensure high Customer Service Standards.
- Drive rigorous and Customer centric Quality Campaigns and initiatives to increase Quality awareness in the team.
- Recognize, reward and set high internal service excellence benchmarks to ensure customer delight.
- Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence of errors.
- Customers issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer.
- Customers are kept fully informed of progress.
Operations
- To co-ordinate and assist the management team while initiating Business recovery measures.
- To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
- To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant Compliance Department. The term ‘compliance’ embraces all relevant laws, rules and codes with which the business has to comply within India and in relation to the countries migrating work to the assigned GSC.
- To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies.
- Implement cross training plans taking into account the Global Contingency requirements, Staff Banding progression and Operational requirements and striking a balance among them.
- Ensure ‘Knowledge retention’ in the section by reinforcing concepts through continuous staff training. (To address the effects of Attrition)
- To smoothen the impact of erratic workflows through effective capacity planning, leave management and process prioritization.
- To have a tight control on Operational losses, potential frauds through strong internal audit and Staff feedback mechanisms.
- Work is organized and processed / completed within agreed timescales, including ongoing monitoring and review of workflow and priorities, in accordance with procedures
- Work is distributed / duties allocated between individuals in accordance with their experience / ability.
- Process productivity and quality targets are monitored and achieved.
- Issues / problems are fully analyzed and resolved or escalated. Appropriate action is taken to prevent recurrence.
- Procedural changes / new initiatives are fully communicated to and implemented by the team.
- Team members consistently maintain a high level of customer service by achieving established SLAs.
Completion of records and Management Information
- Management information, other required data and communication are completed accurately and supporting statistics/reports/returns are presented within agreed timescales.
Housekeeping
- Maintain equipment, systems and general work environment in good condition.
- Issues/problems are investigated or resolved immediately or escalated to Line Manager
Requirements
What you will need to succeed in the role
- Leadership and people management skills, with ability to build rapport with and relate to and effectively develop a wide range of people(E)
- Ability to learn quickly, transfer knowledge appropriately, understand and interpret numeric data. (E)
- Evidence of good analytical, statistical and data mining skills to study trends,
- Make projections and to interpret numeric information. (E)
- Ability to speak and understand English fluently, write business letters and reports, and have good conversational / telephone skills. (E)
- Experience in a processing environment. (D)
- Production management skills and initiate process improvements. (D)
- Exposure to Payments processing environment. (D)
(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***
Recruiter name
Sumana Penumala
Recruiter email
sumana.penumala@hsbc.co.in