Job description
Business: Global Service Delivery
Role Title: Customer Service Executive - Malaysia Cheques (Remigration) GSC’s
Global Career Band: 8
Location (Country / City ): India/Hyderabad
Recruiter Name : Vineeta Addhya
Why join us?
The Cheque Operations team is an energetic & a rapidly growing team which is driven by passion & a commitment to make a difference.
We believe that the ability to constantly learn and grow is what makes us competitive, for us, maintaining HSBC internal control standards, including the processing of back end Cheques Clearing and other Negotiable Instruments for various regions.
As part of Cheque Operations, you’ll experience a culture committed to growth and advancement & you’ll have the chance to make a lasting impact on internal as well as external customers.
The Opportunity
To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Service Level Agreements (SLAs). Responsible for relationship building and resolving customer queries / issues in a professional manner (where applicable).
Ensuring the team delivers in line with its demand statements
Planning and prioritization of day-to-day services across the team.
Supporting the implementation of change programmes that impact the direct team or process.
Maintaining Operating Procedures in accordance with the Business Service's Operating Model and local requirements
What you’ll do
Reconciling the internal suspense accounts daily to maintain NIL differences.
Providing training to the new members and monitoring their performance at learning time to make sure they have fully understood the process and complete the queues as per SLA’s.
Attending process related calls with Business Area and other Stake holders involved with the process to discuss any procedural changes or updates.
Reviewing the procedures monthly to ensure they are in-line with the current scenarios and communicate with team if any changes
Good analytical skills and communications.
Ensure compliance as per audit requirements by performing the required audit checks for the processes
Have/acquire good understanding of the processes.
Ability to handle escalations from the business and resolve queries effectively (including customer queries / issues).
Provide additional support to the team members and line managers –Admin/Access, etc. related.
Innovate and provide ideas for process improvement
Negotiate & build strong relationship with Business Partner
Ability to good prioritizing, Planning and organizing skills
Possess good multi-tasking skills and flexible, to cover multiple process.
Good interpretation skills.
Meet the needs and expectations of customers by ensuring that escalations and complaints are handled in a timely and appropriate manner.
The incumbent is expected to maintain oversight to ensure Bank’s reputation is protected.
Participate in implementation of new technology in conjunction with Onshore Service delivery given that the Cheque business is at growth stage.
Facilitate continuous improvement through the identification, implementation and sharing of best practice in conjunction with peers and line management to enhance customer experience.
Build professional relationships with colleagues in other areas.
Exhibit ownership of the business.
Requirements
What you will need to succeed in the role:
Ability to communicate and negotiate with colleagues across all levels globally – from processing staff to senior management.
Excellent inter-personal skills.
Analytical skills – to be able to document process flows, analyze and identify areas for improvement.
Ability to co-ordinate with multiple stakeholders, and get necessary decisions taken within desired timelines.
Thorough and methodical in approach.
Ability to meet tight deadlines.
Quick to embrace and adopt Change, in a dynamically challenging environment.
Self-driven with a ‘Can Do’ approach
What additional skills will be good to have?
Should be flexible to work in shifts, on weekends and holidays (E)
MS Office, Keyboard shortcuts
Knowledge on cheques Processing is an added advantage (E).
(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
Vineeta Addhya
Recruiter email
vineeta.addhya@hsbc.co.in