Job description
Business: Global Service Delivery
Open positions:3
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 transactions are processed accurately and that transactions are passed without defects.
The job holder will be responsible for processing one of more of the following activities, Cheques processing, Domestic and Foreign cheques inward and outward.
What you’ll do
Impact on the Business
Business Objectives.
Accurate and timely processing of instructions received from internal and external customers.
Work is prioritized and completed accurately in accordance with procedures, timescales and quality standards.
Have up-to-date knowledge and utilize all required systems and system packages effectively.
Quality of work is maintained when meeting specific or unexpected deadlines.
Issues and problems are fully analyzed, investigated and resolved or appropriately escalated. Where necessary, appropriate action is taken to prevent recurrence.
Customers / Stakeholders
To deliver outstanding customer service to all internal and external parties.
To resolve technical queries from internal and external customers in a professional manner.
To ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization.
Communications are composed and produced in a structured manner.
Queries/complaints are investigated/escalated in accordance with the appropriate guidelines and timescales.
Continuous review of procedures/processes to ensure efficiency maintained by taking account of customer feedback.
Customer/business requirements are fully analyzed and resolved to the satisfaction of the customer, keeping customers fully informed of progress.
Effective liaison is maintained, and positive relationships are established with all parties.
By consistently displaying the behaviors required to support the Best Place to Bank principles of Make Better Products, Sell Them Properly and Keep Them Sold.
Leadership & Teamwork
Provide assistance and support to colleagues, encouraging teamwork.
To investigate and assist in the resolution of all relevant queries.
Knowledge and experience is shared with colleagues when providing assistance on technical issues.
Assist with the training of new team members and involvement in the cross training of existing staff.
Help and guidance is given to colleagues in a structured manner.
Contribute to improving employee engagement.
Effective liaison is maintained, and positive relationships established.
Enquiries outside own area of responsibility are appropriately referred.
Operational Effectiveness & Control
To adhere to and be able to demonstrate adherence to internal controls.
To actively demonstrate the bank’s core standards of behavior.
Problems are identified and escalated as appropriate.
By adherence to all relevant procedures and keeping appropriate records.
By observation and feedback from colleagues, Line Management and customers
Requisitos
What you will need to succeed in the role:
Excellent spoken communication skills – clear, unambiguous and customized to suit the audience.
Ability to communicate and negotiate with colleagues across all levels globally – from processing staff to senior management.
Excellent inter-personal skills.
Analytical skills – to be able to document process flows, analyze and identify areas for improvement.
Numerical ability – to interpret large volumes of Data and MI, and use the data to make required decisions and recommendations.
Ability to co-ordinate with multiple stakeholders, and get necessary decisions taken within desired timelines.
Thorough and methodical in approach.
Ability to meet tight deadlines.
Quick to embrace and adopt Change, in a dynamically challenging environment.
Self-driven with a ‘Can Do’ approach
What additional skills will be good to have?
Should be flexible to work in shifts(E)
(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
Sumana Penumala
Email del recruiter
sumana.penumala@hsbc.co.in