HSBC Group

ID del contrato

Principal Accountabilities:  Key activities and decision making areas

Impact on the Business [COMPLETE 3-4 AREAS]

• Ensuring compliance with HSBC Group company policies and procedures, including regulatory requirements.
• Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.
• Maintain core standards of behavior at all times.
• Follow the CSE charter at all times.

Typical KPIs and Targets

• Description: Zero Operational Loss
• Measure: Number and value of losses
• Target: Zero Operational Loss - depending on Process Specific Internal Targets set.
• Stretch Target: Zero Operational Loss - depending on Process Specific Internal Targets set.

Customers / Stakeholders [COMPLETE 3-4 AREAS]

• To ensure that Instructions / requests are correctly interpreted and fully undertaken. 
• To ensure that common fraud / errors / irregular customer requests are identified and escalated in accordance with procedures in a timely manner.
• Required to ensure that issues / problems are effectively investigated and resolved or are appropriately referred with recommendations. If required escalated to the line manager immediately

Typical KPIs and Targets

Measure:

• External Quality % / number of external errors reported
• Number of Complaints
• Internal Quality % / number of Internal errors reported
• Number of Compliments

• Target: All as per Process Specific Internal Targets agreed
• Stretch Target: All as per Process Specific Internal Targets agreed

Measure:

• Monthly Rate / half early / annual per hour.
• Accuracy of eTCS inputs - Recorded evidence and observation 
• Meeting LC targets over the pre-agreed time scales.
• Target: RPH - as per process specific internal targets set. eTCS - Zero input errors LC targets for new or cross training staff
• Stretch Target: RPH - as per process specific internal targets set.

Leadership & Teamwork [COMPLETE 3-4 AREAS]

• To contribute effectively towards the team performance and manage for value at all times.
• To participate in company events, CSR activities and competitions.
• To attend workshops and development programs as instructed by the line manager.

• Description: Ensure participation in department / team activities
• Measure: Contributory participation in team activities.
• Target: Active participation / contribution to department / team activities
• Stretch Target: N/A
• Description: No Unplanned or Unauthorised Leaves taken during the year.
• Measure: Number of Unplanned or Unauthorised Leaves
• Target: Zero Unplanned or Unauthorised Leaves
• Stretch Target: n/a

Operational Effectiveness & Control [COMPLETE 3-4 AREAS]

• To meet all centre targets on customer service, quality, call handling time, productivity and accuracy.
• By ensuring that work is / calls are handled / tasked are processed/completed in accordance with procedures.
• By ensuring that all data required (e.g. walk-away codes, leave requests, absence requests, timesheets, leave requests, absence requests and ad hoc process information) are completed and updated in a timely manner

• Description: To process as per established capacity utilisation targets set for 2009.
• Measure: Capacity Utilisation %
• Target: CU - 70% 
• Stretch Target: CU - 72% -CU - 74% 
• Description: To provide at least one process improvement idea during the year to achieve service excellence and as part of 'best place to bank' initiative.
• Measure: Number of process improvement ideas provided which are agreed and accepted.
• Target: 1 agreed and accepted idea for the year, depending on the Process Specific Internal Targets
• Stretch Target: As per Process Specific Internal Targets

Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)

• All CSE’s are required to improve on their performances with regards to quality, productivity, complaints and service failures month on month. 
• Improvements should be made in all aspects of performances, from call handling to assisting the process to develop better avenues of providing excellent customer service.
• By being flexible in order to accommodate the organization needs to ensure its resources are used to its potential.

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

• As a Customer Service executive (CSE) you are required to liaise with other HSBC Global Service Centres (GSC), Business Partners (BP) and customers of HSBC. All such interactions are restricted to business reasons. A professional attitude and demeanor is expected at each and every interaction. GSC Colombo forms an integral part of the Global Resourcing business and as the front line the CSE reflects the face of the organization. 
• The job holder is restricted to the privileges provided within the process and should be abided by the procedures governing the same. The Assistant Manager Operations (AMO – Line manager) would be overseeing the CSE’s day to day operational aspects and would also be seen as the mentor for personal development.

Management of Risk (Operational Risk / FIM requirements)

To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance 

Department.  The term compliance embraces all relevant laws, rules and codes with which the business has to apply.

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.

Observation of Internal Controls (Compliance Policy / FIM requirements)

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

Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget. in USD’000)

The CSE would be required to maintain and improve on the Rate per Hour (RPH) as agreed by the business for the relevant process.

The level of quality required to be maintain is also agreed for each process and all CSE’s are required to constantly maintain the required level with an aim to have 0 losses.

Postulación

Knowledge & Experience / Qualifications  (For the role – not the role holder.  Minimum requirements of the role.)        

• GCE O/L 6 passes (including English) with a minimum of 1 years work experience or 2 passes for GCE A/L.
• Good communication and interpersonal skills. 
• Good telephonic skills.
• Sound Analytical skills. 
• Ability to adapt to change, learn quickly and transfer knowledge appropriately
• Excellent planning & organizing skills 
• Ability to build rapport with, and relate to a wide range of people, self driven, Customer focused and Process oriented
• Good interpersonal skills 
• Attention to detail 
• High degree of Internal & External Customer Service Orientation 
• Perseverance and ability to work under pressure 
• PC Skills

Want to Apply?

• All applicants must have successfully completed their probation period
• All applicants must have a minimum performance rating of Good and behavior rating of Good in the last year end appraisal 
• All applicants should have served at least 18 months in their current functional role and department
• Applicant should inform their Line Manager prior to applying
• Application form should be submitted on CareerLink along with their updated CV 
• All the completed applications should be submitted on CareerLink by 11:59 PM on the closing date 
• Applicant should not been previously declined for the same position within the last 6 months on the date of submission of their application & the time of selection.
• Applicant should not been on ANY form of Corrective Action within the last 6 months from the date of application 
• Right to work is required. Local employment rulings and restrictions will apply.
• Applicants who meet the required minimum score at the interview may be placed in a pipeline for a period of 3 months to fill any vacancies which may arise for the same position during the immediate 3 months from the IJP closure date. The final decision to place an individual in the pipeline rest with the business head concerned
• Applications of candidates who do not adhere to guidelines during any technical assessment that is conducted as part of the selection process will be disqualified and not progressed thereon.