ID del contrato
Why join us? (Overview of Dept./Function)
Our Global Service Centres are an integral part of Global Operations. Employees based there manage day-to-day customer transactions and processes for the global businesses. This may include transactions for our retail bank such as processing mortgage applications and managing customer enquiries through digital platforms.
The Opportunity: (Brief Overview of the Role)
Secured Lending in GSC Colombo provides services on Mortgage account Opening, Drawdown, closures and other services related to Mortgage products. Acquire a good understanding of processes assigned to; allocate tasks on a daily basis to the team consisting of Customer Service Executive(s). Handle escalations from Business Area, resolve queries and support team to handle customer queries / issues effectively. Plan capacity and perform volume analysis through effective allocation of resources. Produce, interpret and analyse Management Information (MI). Ensure compliance as per audit requirements by performing the required audit checks for the process. Provide leadership to team assigned in-line with the group and company policies and standards.
What you’ll do: (List out Key Responsibilities)
Impact on the Business:
- Ensuring compliance with HSBC Group company policies and procedures, including regulatory requirements.
- Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.
- Maintain core standards of behaviour at all times.
- Follow the CSE charter at all times.
Customers / Stakeholders:
- To ensure that Instructions / requests are correctly interpreted and fully undertaken.
- To ensure that common fraud / errors / irregular customer requests are identified and escalated in accordance with procedures in a timely manner.
- Required to ensure that issues / problems are effectively investigated and resolved or are appropriately referred with recommendations. If required escalated to the line manager immediately
Leadership & Teamwork :
- To contribute effectively towards the team performance and manage for value at all times.
- To participate in company events, CSR activities and competitions.
- To attend workshops and development programs as instructed by the line manager.
Operational Effectiveness & Control:
- To meet all centre targets on customer service, quality, call handling time, productivity and accuracy.
- By ensuring that work is / calls are handled / tasked are processed/completed in accordance with procedures.
- By ensuring that all data required (e.g. walk-away codes, leave requests, absence requests, timesheets, leave requests, absence requests and ad hoc process information) are completed and updated in a timely manner.
Postulación
What you will need to succeed in the role: (Minimum Qualification and Skills Required)
- Proven business and operational experience (E)
- Better understanding applications/ core banking systems used in the current process and LoB procedures (E)
- Good understanding of MS office and proven skills on banking platforms (E)
- Excellent communication skills (E)
- Sound knowledge of financial regulatory requirements (D)
- Team player and ability to work in a Team. (E)
- Ability to work well under pressure with high degree of accuracy (E)
- Self-driven (E)
What additional skills will be good to have? (List out good to have skills and certifications)
- Ability to speak and understand English fluently (High Voice)
- Good computer keyboard skills and knowledge on MS Excel is an added advantage.
- Good organizational skills and ability to work with minimal supervision.
- Training will be provided following online/ classroom methods. Selected candidate is expected to learn quickly and apply knowledge appropriately.
- Self-motivated, pragmatic (sense of urgency is a must)
- Recognizes the need to escalate to management.
Want to Apply?
- All applicants must have successfully completed their probation period
- All applicants must have a minimum performance rating of Good and behavior rating of Good in the last year end appraisal
- All applicants should have served at least 18 months in their current functional role and department
- Applicant should inform their Line Manager prior to applying
- Application form should be submitted on CareerLink along with their updated CV
- All the completed applications should be submitted on CareerLink by 11:59 PM on the closing date
- Applicant should not been previously declined for the same position within the last 6 months on the date of submission of their application & the time of selection.
- Applicant should not been on ANY form of Corrective Action within the last 6 months from the date of application
- Right to work is required. Local employment rulings and restrictions will apply.
- Applicants who meet the required minimum score at the interview may be placed in a pipeline for a period of 3 months to fill any vacancies which may arise for the same position during the immediate 3 months from the IJP closure date. The final decision to place an individual in the pipeline rest with the business head concerned
- Applications of candidates who do not adhere to guidelines during any technical assessment that is conducted as part of the selection process will be disqualified and not progressed thereon.
Nombre del recruiter
Bathiya Jayathilake
Email del recruiter
bathiya.jayathilake@hsbc.com.lk