HSBC Group

Open positions: 1

Global Career Band: 6IC

Why join us?

Handle dispute investigation and exercise chargeback on credit/debit card transactions according to rules and regulations laid down by Card Associations to minimize the loss of Bank and cardholders.

The Opportunity:

• Business service Trainer is responsible for driving training and building knowledge on both dispute procedure and rules of Card schemes, included Union Pay, Visa and Master Card international, and responsible for QC checking for both new onboarding and existing staff.
• To Ensure coaching to operation staff with study from quality Checking.
• To Ensure that the Business service has the employee capability to meet the needs of the Business through the delivery classroom training and accreditation solutions for new and existing staff.
• To work closely with the Operations team to identify training requirements based on the output of ongoing quality control, provide ongoing monitoring and support as Business needs.

What you’ll do:

• Metric Hierarchy that identifies the efficiency and effectiveness of the training drivers.
• Accuracy of training curriculum.
• Training to be validated against business objectives.
• Achieve agreed KPIs and objectives.
• Accuracy of Quality Checking.
• By adhering to the Group’s agreed processes / procedures – achieving a satisfactory Audit report.
• Stakeholder feedback.
• Employee satisfaction – evaluation records.
• Training KPIs are achieved.
• Assessment of Trainer competency.
• Active participation in the Technical Trainer Community.
• Training Governance.
• Maximise own utilization.
• Stakeholder Feedback.
• Trainer Utilization.
• Achievement of Technical Trainer Accreditation.
• Evaluation results/metrics.
• Accurate Training and Competency Records in accordance with Training Approach.

What you will need to succeed in the role:

• A post-graduate diploma or degree in any discipline. Higher qualification not a bar provided aspirations commensurate with the position.
• Training or coaching experience in an operations environment.
• Knowledge and experience of working in Dispute and Fraud claim area.
• Deep understanding and experience of the specific Chargeback rules.
• Demonstrated ability to effectively manage and control group dynamics.
• Computer literacy (word processing, Power point, Excel etc.).
• Excellent oral, written, and interpersonal communication skills.
• Ability to adapt in a dynamic and fast-paced environment.

What additional skills will be good to have?

• Strong decision making ability is required in daily operation, to determine the appropriate rules and regulations laid down by Card Associations to be applied.

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=KB0171483&sys_kb_id=4c793c401b7a1c509e15553a2d4bcb35

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.)