HSBC Group

Business: Global IWPB COO
Open positions:1
Role Title: CC Team Leader GSC's
Global Career Band: 6
Location (Country / City ): India/Bangalore
Recruiter Name : Shahen Tej

Why join us?

• The purpose of a Customer Complaints Manager is to pro-actively reduce customer dissatisfaction/improve customer satisfaction and operational efficiencies by challenging processes, policies and strategies. 
• This includes reviewing detailed analysis, customer feedback and available reporting and insight in order to recommend and implement improvements. The role holder will deliver some or all of the tasks documented in this role profile. The role holder’s individual objectives will determine the scope of their role on a day to day basis to meet the demand of the business.

The Opportunity:

• Our governance framework provides effective oversight of how we fairly treat customers and uphold market integrity
• We engage with regulatory bodies in a timely, open and transparent manner
• Managecomplaint management at escalated verticals which in turn has a financial impact in Business. Implement insights drawn which will have a material impact on revenue generation and/or cost saves. 
• Lower potential financial losses and reputational risks of major incidents by managing a robust incident management process, and in case of incidents, assessing risks, escalating to business and driving service recovery.
• Contribute to financial targets of RBWM through service resolutions and management of customer voices.
• Adhere to regulatory policies and processes.
• Effective implementation of INM Complaint Handling Guidelines aligned to FIM.
• Ensure contact centre processes are effective and propose improvements/efficiencies as required
• Compliance with external regulatory requirements, internal control standards and group compliance policy
• Timely implementation recommendations made by internal/external auditors and external regulators.

What you’ll do:

• Resolve customer complaints effectively to improve customer satisfaction. 
• Investigate and verify responses from other Bank units ahead of providing response to customer
• Provide complete resolution at the first point of contact
• Improve service quality and complaint handling skills through various RBWM customer-facing channels.
• Manage long-term resolutions to improve service quality
• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
• To take an independent view of complaints and arrive at resolution. Closely monitor quality of resolution of responses 
• Closely monitor adherence to laid down TATs 
• Achieve high levels of customer satisfaction as measured through regular VoC
• Ensuring timely and accurate delivery of MIS (RBI Disclosure, ASP Reporting, Complaints Analysis)

Leadership & Teamwork  

• Encourage and enable productive teamwork and matrix working, by demonstrating a collaborative approach and challenging actions and behaviours that are not consistent with HSBC's diversity policy and/or the best interests of the business and its customers. To be upto date on Bank policy and procedures. 
• Engage with various business support units towards effective complaint closures
• Engage with all support units to roll out processes to prevent reoccurrence of complaints.
• Supporting team in expediting responses through escalation to appropriate unit
• Be a effective team player and share ideas towards improvement of customer satisfaction
• Drive a high performance culture through strong leadership and effective people management
• Assign responsibilities to direct reports providing them with the direction and confidence to deliver results
• Acting as a Subject Matter Expert to support the wider business to ensure commonality and consistency of solutions
• Development of highly committed and delivery focused teams, consistently delivering high quality results
• 1:1s, objectives & performance reviews completed within agreed timescales

What you will need to succeed in the role:

• Our strategy, business models, and the decisions we make deliver fair treatment of customers and do not disrupt market integrity
• Our culture supports our people and empowers them to consistently do the right thing for our customers and markets in which we operate
• Our people are competent and committed to the fair treatment of customers and not disrupting the integrity of markets
• We are open to challenge, we acknowledge when things go wrong, we fix things and we learn from our mistakes
• We reward and incentivise performance, behaviours and attitudes which deliver the fair treatment of customers and uphold market integrity
• We know our customers and understand their needs-we actively listen to them and ask the right questions
• Our products are designed to meet the different needs of our customers, to be competitive and to be understandable
• Our products and services provide a balanced exchange of value between HSBC and our customers
• Throughout our sales and servicing we are efficient, transparent and customer focused
• We manage our products and services so that our customers’ experience is in line with the expectations we set
• We seek to prevent and will proactively identify actions and behaviours that constitute market misconduct, and respond appropriately
• Trades are executed in a timely, clear and controlled manner ensuring that optimal execution is achieved for our customers and that HSBC trades are not manipulative
• We manage conflicts of interest and appropriately handle information to reduce the opportunity for misuse

What additional skills will be good to have?

• Manage complaint management at escalated verticals which in turn has a financial impact in Business.Implement insights drawn which will have a material impact on revenue generation and/or cost saves. 
• Lower potential financial losses and reputational risks of major incidents by managing a robust incident management process, and in case of incidents, assessing risks, escalating to business and driving service recovery.
• Contribute to financial targets of RBWM through service resolutions and management of customer voices.
• Adhere to regulatory policies and processes.
• Effective implementation of INM Complaint Handling Guidelines aligned to FIM
• Must have INM WPB Product Knowledge
• Should speak Hindi fluently
• Must have education standard to at least high school diploma and be of a legal working age 
• Must be proficient language(s) required by the process
• Open to working flexible shifting schedules
• Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
• Takes pride in delivering what is promised in line with the customer and service expectations
• Wants to do a good job,is concerned about getting it right for the customer and checks everything is in order
• Ability to work in a high-volume, fast paced environment is required
• Proficiency with personal computers and basic software packages and specialised applications
• Excellent communication skills and is polite and friendly at all times
• Displays patience and empathy

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***