Job description
Business: Contact Centre
Open positions: 1
Role Title: Customer Relations and Loyalty Assistant Manager GSC’s
Global Career Band: 7
Location (Country / City): Hyderabad
Recruiter Name: Srthi S Thampi
Why join us?
- The process currently involves resolving customer complaints pertaining to Banking Operations, Service Management Centre, Customer Propositions and Debit Card Operations areas. The process currently involves resolving customer complaints in a timely manner in MENAT regions (UAE, Oman, Qatar and Bahrain).
The Opportunity:
- The role of the Customer Advocate is to use their ability to build long term trust and develop relationships with our customers to raise our reputation, drive recommendations and deliver future growth. You will resolve complex complaints, and work in collaboration with other business areas to meet the best resolution for our customers and the bank.
What you’ll do:
- Taking accountability for complaint resolution at the first point of contact as far as possible.
- Using your judgment to consider complaints objectively on behalf of the bank and the customer to decide a fair outcome.
- Resolve issues within SLAs for queries and complaints and in accordance with HSBC complaints handling procedures.
- Listening to customers, understanding what they are saying, how they are feeling and work with them to address their concerns and agree the way forward.
- Keeping it simple for the customer, by solving their problems through influencing, owning the issue and navigating our organization to ensure successful resolution.
- Taking ownership of the customer’s situation, building confidence and trust
- Delivering Superior Customer Service at all times, creating long term and innovative solutions.
- Communicate directly with the CE team across the four regions for better resolution of customer’s complaints.
- Attending business calls and taking decisions in implementing new processes for better customer experience.
- Conducting the monthly reports and MIs of CRL team.
- Handling operational loss cases, sharing case studies and EBIs to avoid recurrence.
- Delivering complaint handling procedures sessions to new to bank staff.
- Responsible of assigning the daily FCR cases on the whole team and provide daily update.
- Responsible of finalizing DFSA cases and provided frequent updates to CE and business.
- Provide biweekly analysis on staff complaints’ root causes and trend based analysis for our inbound staff
- Escalation matrix should be followed at all times and to keep a daily track on the traffic light report.
Requirements
What you will need to succeed in the role:
- Must be a graduate in any discipline
- Experience of working in CRL (E)
- Sound understanding of quality metrics deployed in Customer Care team
- Ability to work under pressure
- Excellent written and verbal communication skills.
- Good prioritizing, planning and organizing skills.
- Understanding of Operational Risk, Compliance norms and Audit requirements from a Contact Centre and Customer Care Team perspective.
- Adaptable and flexible to change.
- Domain Knowledge required.
Link to Candidate User Guide:
(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***
Nom du recruteur
Srthi S Thampi
Courriel de recruteur
srthi.s.thampi@hsbc.co.in