HSBC Group

Why join us

Channels and Client Management Operations is a 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.

The team caters to CMB and GB&M customers of HSBC and provides service and support for the customer digital lifecycle across Channels, GTRF, and HSS products. It spans across 6 Global Service Centers (Bangalore, Hyderabad, Guangzhou, Krakow, Cairo and Mexico). 

This position is for a Manager Utilities - Individual contributor. The job holder is responsible for managing Production issues, Incidents and escalations for HSBCnet and supported e-Channels (eg HSBC Connect, SwiftNet etc).

What you’ll do:

Role Responsibilities:

Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)

• Investigating production issues and tickets reported effectively ensuring minimal to nil Customer/business impacts. Triage all Inbound and outbound connect file failure alerts end to end by liaising between channels IT and Frontline support teams.
•  The job holder will need to ensure that root cause has been properly identified and assigned to the appropriate support group for resolution. This includes setting up and chairing (where appropriate) conference calls with IT groups for resolution and managing escalation communications end to end. 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. 
•  Assist client service and helpdesk teams in completing problem diagnosis. Act as a knowledge resource when staff are at an impasse. The jobholder is expected to deal with a diverse group of businesses, across multiple locations and work effectively with different cultures.
•  This is a 24 x 7 support team, and this role requires team members to work shifts across any day/time and weekends. Perform Handover activities to Team members in next shift.
•  The job holder is expected to work well independently, complete assigned tasks in the established timeframe as per the process benchmarks. Additionally, will be required to not only manage the critical tasks but also will be required to train and coach the new members of team up to required efficiency to manage ticket resolution.
• Ensure effective communication with clients (and internal teams) regarding technical issues, providing clear explanations (in simple non-technical language where required) and solutions to enhance understanding and satisfaction.
• Meet targets on productivity and accuracy as per the targets and metrics defined for the process. Instructions/requests to be correctly interpreted, understood, and actioned.
• Ensure that the process related procedures are implemented as per the process manuals. Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set. 

What you will need to succeed in the role

Functional Knowledge

• Excellent HSBCnet /Connect Product Knowledge is desirable for this role.
• Prior experience in Incident management. Knowledge of Banking Payment Systems and Gateways like SWIFT is preferable.
• Excellent communication skills – Verbal and written. Excellent soft skills.
• High focus on proactiveness and ownership for tasks assigned. Attention to detail.
• Proven track record of strong focus towards high levels of Quality and Customer Service. Ability to work effectively and professionally under pressure
• Self-motivated and should be able to work under minimal supervision. Good team player.
• Flexibility to work in different shifts including weekends and quick Learner. 
• Ability to understand and interpret numeric data.

• Fluent in English. 
• Previous Experience in customer facing roles and exceptional Client focus and orientation. 
• Interpersonal, verbal and written communication skills.  
• Ability to communicate efficiently with local and global teams and excellent organizational and time management skills. 
• Ability to multi-task, depending on the criticality of the tasks.  
• Enthusiastic team player, capable of demonstrating initiative, self-motivation and willingness to learn. 
• Experience and proficiency with web-based technologies. 
• MS office, MI and Reporting/ Real time management.