Job Advert Details
Business: Payment Ops (Autopay)
Open Positions: 2
Role Title: Payments Team Leader
Global Career Band: 7
Location: Quezon City, Philippines
Recruiter Name: Angelica Mendiola
Angelica Mendiola
Why join us?
Global Payments Processing is an integral part of Global Payment Service Operations and a space that manages the data processing work for Manual, Semi-automated and Automated payment instructions for all lines of business, across regions for HSBC customers. The team manages inward and outward-bound payments and handles all steps leading to the completion of the transactions. The space deals with work on exception queues, managing enquiries related to the processing of customer instructions. The core processing tools are GWIS/MWS/SFE. Enhancements to the tools and ways of working keeps this space very dynamic and constantly on the move. User experience and reduce manual workarounds across multiple regions is part of the larger agenda that is pursued by the space. In line with this, the role demands very high visibility of escalations / SLAs / Projects that are lined up for the year to drive the department AOP and ensuring there are minimal disruptions. Key elements of this role would be to critically look at the processes from an enhancement perspective along with ensuring processes have stringent internal Controls. The role holder is responsible for leading, managing and motivating a team or set of individuals to drive the overall purpose of the teams. The job holder’s responsibilities also include the need to act as a point of contact between the senior management / key stake holders for the function, team members and the customer. Monitoring ‘Service Quality’ and having control on Operational Excellence, Team’s performance quality, Team administration, coaching of staff and are all within the immediate jurisdiction of this role. The employees are required to ensure accuracy by correctly interpreting and acting on the Payment Instructions and ensure that tasks are prioritized, processed, and completed in accordance with procedures. The staff needs to ensure all end of day checks are duly completed and assist the team leads to achieve SLA targets.
The Opportunity:
The Payments Team Leader is responsible The role holder is responsible for leading, managing and motivating a team or set of individuals to drive the overall purpose of the teams. The role gives an opportunity to collaborate and work with multiple departments across the bank. This is also a great opportunity to develop your skillset in the payments process. The role also provides opportunities to enhance your skillset on the transformation and risk & control areas. The Role would require participation in monthly governance forums for respective processes to discuss and highlight issues with relevant stakeholders
What you’ll do:
Business:
- Effectively drive and manage change to achieve business goals. (Example: Process improvements, Changes in procedures)
- Lead by example through service excellence and driving Quality initiatives for improved Customer Satisfaction.
- Monitor Service Level Agreement for the business and thrive towards meeting the required levels daily.
- Motivate and develop team members to meet business objectives.
- Create robust team environment where skills and knowledge are 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, helping on referred / technical issues.
- Implement cross training plans considering 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.
- Escalate any potential loss situations to immediate line manager and demonstrate efforts to recover at the earliest to reduce financial exposure on the bank.
- Maintenance of Management Information required for reporting forums and team administration.
Customer Satisfaction:
- 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.
- Proactively identify issues/problem and ensure same is resolved and escalated to give maximum customer satisfaction.
- Ensure Appropriate measures are taken to improve quality and prevent recurrence.
- Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer.
Internal Control Environment:
- Identify and escalate potential complaints.
- To have a tight control on Operational losses, potential frauds through strong internal audit and Staff feedback mechanisms.
- Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank.
- 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 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.
- 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.
- Ensure all operations excellence tools are adopted and team’s education on the same is managed effectively. Adherence to schedule management governed through the use of the WFM, LMS, HRD, and time capture tools.
Leadership & Teamwork
- Build, lead, motivate and manage an operations team while establishing strong work ethics and open channels of communication.
- Ensure that the team acts as a single point of contact between the project/business teams of the function.
- Procedural changes / new initiatives are fully communicated to and implemented by the team.
- Process productivity and quality targets are monitored and achieved.
- Coordinating with various functions for projects and resource planning.
- Manage all administrative tasks related to reporting staff and working with them on their development and upskilling plans
Qualifications
What you will need to succeed in the role?
- Ability to understand and manage risk.
- Experience in a payment processing environment.
- Production management skills and initiate process improvements.
- Ability to speak and understand English fluently
- Flexibility to work different shifts.
- Proficiency on MS Office tools
- Good conversational skills to engage customer and team
- Ability to write good quality business letters, emails, Sequence of events and reports.
- Ability to learn quickly and transfer knowledge appropriately
- Ability to understand and interpret numeric data.
- Ability to maintain focus while working with voluminous data.
What additional skills will be good to have?
- Prior experience in payments processing
- Knowledge in GPE / OBS
- Ability to complete quality monitoring
- Ability to engage with a wide variety of people and motivate team
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 (Philippines) Inc. ***
Want To Apply?
- All applicants must have successfully completed their probation period
- All applicants must have met the Behaviour Gateway in the last performance appraisal
- All applicants should have served at least 18 months in their current functional role and department company
- All applicants should inform their respective line manager of their application
- Application form should be submitted via CareerLink along with the current CV
- All the completed applications should be submitted via CareerLink by 11:59 PM on the closing date
- Have not been previously declined for the same post within the last 3 months on the date of submission of their application
- Have not been on ANY form of Corrective Action within the last 6 months from the date of application
Declaring incorrect information in your application (e.g. incorrect performance and behaviour rating; and corrective action status) is considered a SERIOUS OFFENSE based on the HDPP Employee Handbook:
A. Very Serious Offense
"Sec 1. Any acts of dishonesty, which may provide reasonable grounds for the company to lose trust and confidence to the employee, which includes but not limited to the following:
c) Giving false testimony or falsifying any document, records or information or presenting such falsified document, records or information in any study, research inquiry; padding and deliberate overcharging of expenses; tampering with time records; requesting or allowing any individual to log in/out and actually logging in/out any individual.”
Recruiter name
Angelica Mendiola
Recruiter email
angelica.mendiola@hsbc.com.ph