HSBC Group

Business: Digital Business Services

Open positions: 1

Role Title: Account Processor, GSC's

Global Career Band: 8

Location (Country / City ): Hyderabad

Recruiter Name : Chiransha Gupta

Why join us?

Some Careers grow faster than others.

If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

Digital Business Services – Operations

• Operations employs more than 30,000 colleagues in 53 countries and territories around the world. It is one of three functions within Digital Business Services (DBS).
• Operations manages change, helping HSBC deliver products and services in ways that are Simpler, Better, Faster for our customers. Each year, the team manages about 1.7 trillion transactions and around 380 payments every second for customers.

The Opportunity:

• Banking Services, Business Service within DBS - Operations provides end to end Banking services to support the RBWM lines of business across various regions.  Banking Services is amongst the most seasoned Business Service team in Hyderabad with a headcount of circa 300. The primary purpose of this department is Account Opening and Account Servicing for RBWM customers.
• The role is based in DBS - Operations Centres in Hyderabad and the job holder is responsible to deliver excellent end to end customer service which provides customers with a positive view of HSBC and meets their expectation in terms of accuracy, timeliness and professionalism of response, when processing instructions which is received either written or over the telephone.
• To handle all the requests and queries as per the business standards and to provide resolution within agreed timescales and in accordance with the Bank’s procedures.

What you’ll do:

Customers / Stakeholders

• Ensure that the productivity & quality levels are achieved as per the standards set for the process.
• Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
• To provide a high quality service to internal and external customers and ddemonstrate ways to improve customer service & increase productivity

Impact on the Business

• Acquire and update knowledge on procedures related to relevant process
• Work well independently; complete assigned tasks in the established timeframe as per the process benchmarks
• To participate in various business health checks/Testing activities related to new projects and Implementations.
• Proactively identify issues, if any, and escalate to the Line/Management team
• Resolve customer complaints and complex enquiries/problem situations.
• Provide polite, friendly and personalised enquiry and information service to internal/external customers.
• Respond to internal calls/emails raised by colleagues and promptly assist in resolving them.
• Apply compliance and maintain HSBC internal control standards.
• Identify Risks and escalate to Management

Leadership & Teamwork

• Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.
• Participate in team meeting / team activities and work towards sustaining team spirit.
• Proactively provide technical assistance to colleagues in the team/department - sharing knowledge & learning
• Be role model of expected HSBC behaviours
• Work effectively in a team environment

Operational Effectiveness & Control

• 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.
• Consistently maintain high quality standards in a dynamic environment marked by ongoing procedural updates/changes.
• Adapt to change owing to system enhancements & technological up-gradations.
• Flexibility to work in an environment with changing shift timings and work extended hours as per the Business Requirements (Owing to change in scanning pattern and increase in volumes).
• Ability to Learn Quickly and shift process at short notice as per the requirement.
• All operational loss situations are analysed/reviewed and are addressed through appropriate channels ensuring non recurrence.
• Ensure that due diligence, audit & compliance requirements are strictly adhered.

What you will need to succeed in the role:

• Graduate in any discipline (E)
• Working Knowledge on BMM system. (E)
• High energy, be pro-active, positive, a problem solver, and an owner of issues. (E)
• Excellent communication skills, both written and verbal. (E)
• Good interpersonal skills (E)
• Must have a clear understanding of HSBC Values. (E) 
• Prior experience of working in Banking Industry will be an added advantage. (D)
• Ability to be flexible (in terms of schedule / shifts) and willing to change along with changes in corporate and department objectives in addition to recommending changes to assist in meeting these objectives. (E)
• Computer literate and ability to work on basic applications like MS Excel, MS Word, MS PowerPoint and MS Outlook. (E).
• Self-motivated and should be able to work under minimal supervision. Pragmatic - sense of urgency is a must (E)
• Excellent prioritizing, planning and organizing skills along with the ability to build and maintain MI. ( D)
• Demonstrate highly customer centric approach and strong business acumen. (E)
• Team player and enthusiastic personality with a drive to succeed (E)
• Ability to learn quickly and adapt to evolving and changing priorities. Procedures change frequently; selected candidates are expected to implement the changes immediately with minimal training. (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 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.

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