HSBC Group

Open positions: 1

Global Career Band: 6PM

Why join us? 

HSBC Technology and Services

HSBC Technology and Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency.

Global Service Delivery

Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.

Purpose of Department

The GPS Client Management Ops is part of GPS Operations and delivers a centralized operations utility for HSBC's Corporate Digital Channels (including HSBCnet, Host-to-Host Connect, and SWIFT net) supporting payments, cards, receivables, liquidity, trade, supply chain finance, custody, securities services, and money market trading solutions globally across Europe, Asia, Middle East, North and Latin America.  Over 700 million payment transactions valued at over $10 USD trillion is processed through the channel annually.

The team caters to CMB and GB&M customers of HSBC and provides service and support for the customer digital lifecycle across GPS, GTRF, and HSS products.  The COE focusses on wider business activities performed by GPS Client Management, including Client Implementation, Client Servicing and corporate card activities.

The Helpdesk team in GSC supports voice, email, Messaging queries from Tier 4 clients. Team will provide technical support and troubleshooting channels issues.

The Opportunity:  

• Accountable for performance of the team and all that they do, contributing to the successful delivery of ‘Best in Class’ standards whilst remaining within key operational performance parameters (customer experience, & operational productivity targets).

• Understand Management Information, and build action plans to improve service levels and team performance through training, coaching and people development.

• Plan and prioritise work appropriately considering importance, urgency, customer and business impact.

• Manage stakeholders at country and regional levels, providing them with required MIS and action plans for hot spots.

• Identify and take actions to mitigate inherent risks within the process.

What you’ll do:     

• Complete accountability of performance management for a team with spans between 12-15.

• Own and manage escalated customer concerns and complaints for the team.

• Lead and drive BAU performance. ensure consistency and excellence in customer service delivery, robust risk control and management.

• Champion and embrace change and innovation within the team.

• Demonstrate ownership and common sense with all that you do, sharing best practice across teams and peers.

• Understand and translate the immediate business/function strategy into actions for your team

• Work independently with minimal supervision.

• Good on MS excel and able to support on different Mis.

• Ability to write business letters and reports.

• Adhere to local regulations and programs around ‘Treating Customers Fairly’.

What you will need to succeed in the role:       

• Have a positive, can-do attitude with a desire to get things right first time every time, and work around limitations.

• Experience of coaching, mentoring, developing others.

• Able to motivate the teams and develop a culture of empowerment.

• Strong Customer Orientation and passionate about delivering superior customer service.

• Ability to anticipate future stakeholder needs and take actions today.

• Good knowledge of Excel and PPT and able to work on various MIs and presentations

• Great written and communication skills in English.

What additional skills will be good to have?     

• Good interpersonal skills with the ability to build and maintain working relationships with Business Partners / Stakeholders.

• Strong Team Player with an ability to drive and motivate self and others.

• To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.

Please refer the Candidate User Guide in the below link to understand your own journey as a candidate.

https://hsbchrdirect.service-now.com/esc?id=kb_article&table=kb_knowledge&sysparm_article=KB0184596&sys_kb_id=712b5f041b1f82908d3a0fe7ec4bcbd6

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 (Guangdong) Ltd. GSC China***

(* The information contained in this job description is a true and accurate reflection of the job as specified.)