HSBC Group

Business: Global Service Delivery

Open positions:1

Role Title: Customer Service Executive GSC’s

Global Career Band: 8

Location (Country / City ): India/Hyderabad

Recruiter Name : Sumana P

Why join us?

• The purpose of this role is to ensure that all cheques transactions are processed accurately without defects.
• The job holder will be responsible for processing / investigating Cheque transactions for US process and various other regions based on requirement. Preferably should have good cheques knowledge.

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?

• Should be flexible to work in shifts, on weekends and holidays if required (E)
• MS Office, Keyboard shortcuts
• Knowledge on cheques Processing is an added advantage (E).
• The Company reserves the right to change any terms and conditions related to employment, mentioned in the Offer Letter and the Rules and Regulations governing the conduct of the employee in the Company. Such change would be intimated by the Company through an internal communication to the employees at large.
• Right to work is required. Local employment rulings and restrictions will apply.

Link to Candidate User Guide:

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

(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***