HSBC Group

Open positions:4

Global Career Band: 7IC

Why join us?

International exclusive case management team is responsible for facilitating, coordinating and managing WPB international customer onboarding by completing necessary due diligence processes across all supported markets.

The Opportunity:

• Principal Accountabilities: Key activities and decision-making areas

• Customer - Service Excellence:

1. Ensure all transactions are processed within agreed Service Level Agreements (SLAs) and in an accurately manner, taking ownership of detected errors, ensuring remediations are made and sharing lessons learnt across the team. Overall contributing to outstanding service quality for our internal and external clients.

• Colleague - Collaborative growth and innovation:

1. Working flexibly and collaboratively towards the collective goal of making HSBC better by.

2. Encouraging a high performance and innovative culture, investing in building your capabilities and supporting others in doing the same.

3. Striving for an engaged and inclusive workplace by fostering a culture that values diverse perspectives and recognition.

4. Leveraging hybrid work to boost connections, productivity, collaboration and wellbeing.

5. Ensure that I consider my own wellbeing.

• Change - Continuous Improvement and Transformation:

1. Supporting the cultivation of Operational Excellence (OpEx) and Continuous Improvement (CI) principles within your team and daily activities. Playing an active role in identifying opportunities for sustainable change and transformation in alignment with the bank's value streams to enhance customer experience, optimize efficiency, minimize manual tasks and reduce operational errors. Overall contributing to the success of our strategy by actively participating in the implementation of actions towards saves goals.

• Risk Management:

1. Adhere to the L1 and L2 control framework.  Support the completion of the monthly team checklists.

What you’ll do:

• Manage the International Account Opening journey and onboarding experience for the customers, including call, email, etc.

• Manage all processing in relation to the Account Opening requirements including account maintenance and data input.

• Ensure audit & compliance as per global standards.

• Manage communication between account opening & BFCR teams for facilitating journey for customers.

• Follow repair with customers if further information required from Receiving country.

• Ensure high quality operational results – Repair rate, TAT etc. resulting out of seamless communication & execution.

What you will need to succeed in the role:

• 3 years plus experience in an active customer interface role, with proven track-record.

• Excellent communication skills in spoken and written English and Mandarin. Cantonese is a plus.

• Has exceptional and updated knowledge of Banking products, systems and processes.

• Is well organized and depicts professional image; provides exemplary customer service.

• Is self-motivated and has the drive to overachieve on goals and targets set out.

What additional skills will be good to have?

• CET-6

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.)