HSBC Group

Business: Group Insurance COO/Operations

Open positions: 3

Role Title: Customer Service Executive - Voice GSC’S

Global Career Band: 8

Location: Hyderabad 

Recruiter Name: Sumana Penumala

Why join us?

Our Global Service Centres are an integral part of Global Businesses. 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.

Group Insurance team manages end to end Customer Life Insurance and this process has been in existence in GSC for past 20 years. We cater to UK and Singapore regions for Life Insurance policies. The enthusiastic team services various request from the customer throughout their journey with us from the New Business stage to Policy closure. Improving customer experience and making our processes simple , better and faster each day has remained as our key focus

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).

What you’ll do:

• Acquire and update knowledge on procedures related to relevant process.
• Meet targets on productivity and accuracy as per the targets and metrics defined for the process.
• Instructions/requests to be correctly interpreted understood and implemented.
• To continually consider the FCA’s principle of ‘Treating Customers Fairly’ (TCF),  by considering fairness in all aspects of strategy, product design & delivery, sales processes, customer literature & correspondence, financial promotions, administration and complaint handling.
• Ensure that the process related procedures are implemented as per the process manuals.
• Ensure that the customer issues / problems are effectively investigated and resolved.
• Acquire and update knowledge on procedures related to the process assigned to.
• Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.
• All data requirements (timesheets, leave requests, absence requests and ad hoc process information) is completed and updated in a timely manner.

What you will need to succeed in the role:

• Entry level qualification as required for the process / as per the benchmark agreed upon between HR and Operations.
• Ability to speak and understand English fluently as the process requires to interact with customers over a phone.
• Ability to write good quality business letters, emails and reports.
• Good conversational skills to engage customer.
• Ability to learn quickly and transfer knowledge appropriately.
• Ability to understand and interpret numeric data.
• Minimum, basic computer knowledge.
• Flexibility to work shifts.
• Ability to build rapport with and relate to a wide range of people.
• Ability to maintain focus while working with voluminous data.
• Ability to multi task.

What additional skills will be good to have?

• Prior working experience in UK and Singapore region is desirable
• Employees must meet performance and behavioral standards as defined in the policy.
• Application form should be submitted along with the current CV.
• All applicants should inform their respective Line Managers of their application.
• All the completed applications should be submitted on or before the closing date.
• The Company reserves the right to change any terms and conditions related to employment, mentioned in the Offer Letter and the Rules and Regulations governing the conduct of the employee in the Company. Such change would be intimated by the Company through an internal communication to the employees at large.
• Right to work is required. Local employment rulings and restrictions will apply.

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***