HSBC Group

Business: Wealth

Open positions: 2

Role Title: Customer Service Executive GSC’s

Global Career Band: 8

Location (Country/City) : India/Hyderabad

Recruiter Name : Chiransha Gupta

Why join us?

• Wealth & Personal Banking is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division  simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.

The Opportunity:

• To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Service Level Agreements (SLAs). Responsible for relationship building and resolving customer queries / issues in a professional manner (where applicable).

What you’ll do:

• Acquire and update knowledge on procedures related to relevant process.
• Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
• Work well independently; complete assigned tasks in the established timeframe as per the process benchmarks.
• Demonstrate ways to improve customer service, increase productivity
• Proactively identify issues, if any, and 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.
• Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation.
• 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.
• To continually consider the FCA’s principle of ‘Treating Customers Fairly’ (TCF), by considering fairness in all aspects of strategy, product design & delivery, sales processes, customer literature & correspondence, financial promotions, administration and complaint handling.
• Ensure that the process related procedures are implemented as per the process manuals.

What you will need to succeed in the role:

• Communication – the ability to communicate complex issues concisely.
• Analysis/strategy – the ability to analyse complex issues and identify / assess the long-term, strategic implications for the Bank and its customers. 
• Excellent relationship management and influencing skills.
• Well-developed project management skills
• High degree of drive and motivation – to ensure delivery of objectives in a timely, efficient and effective manner. 
• Commitment and contribution - to the overall team performance.
• Strong leader / positive role model.

What additional skills will be good to have?

• Minimum Qualification: Graduation (10+2+3).
• Flexibility to work in different shift timings (E)

Link to Candidate User Guide:

https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a

You’ll achieve more at HSBC

HSBC is 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.

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.”

***Issued By HSBC Electronic Data Processing (India) Private LTD***