Job description
Business: Wealth
Open positions:3
Role Title: Account Team Leader GSC’s
Global Career Band: 7
Location (Country / City ): India/ Hyderabad
Recruiter Name : Chiransha Gupta
The Opportunity:
The role operates within a WPB Wealth Operations and require the role holder AMO – IC to accurately and timely processing/checking of various instruction/request like Wealth A/C Opening, Closing, Servicing, Maintenance, Transfers, Reconciliation, Order Execution & Trade Settlements, Corporate Actions etc. for HSBC customers across multiple regions. with the ability to deal with different process with changing performance parameters, different countries (where applicable) with different procedural and compliance requirements, both internal and external through every transaction received. Provides high quality service to achieve maximum customer satisfaction by processing the customer instruction and resolving their queries. Responsible for achieving individual targets and goals whilst maintaining quality and compliance.
What you’ll do:
Acquire SME knowledge of the process to perform KYP, Streamlining of processes, training and checking.
Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
Work independently, complete assigned tasks accurately within the established timeframe as per the process benchmarks.
Demonstrate ways to improve customer service/journey and increase productivity (efficiency & Quality).
Proactively identify issues, if any, and timely escalate.
Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
Meet targets on productivity and accuracy as per the targets and metrics defined for the process.
Instructions/requests to be correctly interpreted understood and implemented.
Participate in team meeting / team activities and work towards sustaining team spirit.
Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.
Acquire knowledge on Wealth Products & Services.
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.
Ensure that the process related procedures are implemented as per the process manuals.
Leadership & Teamwork
Participate in team meeting / team activities and work towards sustaining team spirit.
Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.
Acts as a role model for our Group Values and Behaviors (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values.
Support achievement of team objectives & participate in in development of cohesive teams.
Contribute to the creation of a supportive work environment driven by people centric values.
Build professional relationships with colleagues in other areas.
Requisitos
What you will need to succeed in the role:
Communication – the ability to communicate and understand complex issues.
Analysis/strategy – the ability to analyze complex issues and identify / assess the long-term, strategic implications for the Bank and its customers.
Excellent Team player. Proactively manage customer experience to impact NPS by:
Reduction of repeat errors and incidents by displaying continuous improvement.
Submit customer journey improvement ideas on Idea HUB/other platforms
What additional skills will be good to have?
Knowledge of and implementation of the Group compliance policy, Operational Risk and SOX (Sarbanes- Oxley Requirements) as applicable for the Business / Function
Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external 'regulators.'
Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centers & minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM.
Implement the Group Compliance Policy as applicable to your role in conjunction with the relevant laws, rules and codes with which the business has to comply within the country you reside and in relation to the countries migrating work to assigned GSC.
To continually re-access the operational risks inherent in the business, ta 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.
Responsible for one’s own performance. Required to ensure that the service levels are maintained at its optimum level.
Link to Candidate User Guide:
(Or)
Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar. https://hsbchrdirect.service-now.com/hrsp?id=hrdirect_employee_dashboard
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 (India) Private LTD***
Nombre del recruiter
Chiransha Gupta
Email del recruiter
chiransha.gupta@hsbc.co.in