HSBC Group

Business: Global Tax Utility

Open positions: 1

Role Title: Customer Service Executive GSC’s

Global Career Band: 8

Location (Country / City ): India / Hyderabad

Recruiter Name: Chiransha Gupta

Why join us?

The Global Tax Operations Utility unit provides a wide variety of services associated with FATCA and CRS to the HSBC Lines of Business. The role encompasses a number of tasks involving tax residency validation across multiple business lines.

What you’ll do:

• To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Performance Level Agreements (PLAs).
• Responsible for relationship building and resolving customer queries / issues, account management in a professional manner.
• Proactively develop understanding of the business and product area thus creating a knowledge base within the department
• Contributing to positive and productive environment through openness, flexibility, positive attitude and  prompt reporting and escalation of issues and proper time management.
• Perform activities as per the set quality standards and meet quality parameter defined in for the process. Work on feedback and ensure errors are not repeated.
• Adhere to the compliance/ audit requirements set and communicated by the GSC management; keep the confidentiality of sensitive information of users; ensure breach of confidentiality is immediately bought to the attention of the line manager.
• Refer to supervisor for deviation/s ‘or’ exceptions to procedures.
• Should be an active team player.

Major Challenges

• Need to build strong product knowledge across various projects and Lines of Business to ensure successful migration / performance of the processes.
• To fully understand the existing regulatory environment and processes of the business and impact on day-to-day activities.
• To be aware of changes in the Regulatory and Compliance world which will impact performance

Role Dimensions

• Review, collect and transmit supporting details to the Assistant Manager of Operations upon conclusion of review.
• Adhere strictly to compliance and operational risk controls in accordance with Company and regulatory standards, policies and practices, report control weaknesses, compliance breaches and operational loss events.
• Follow appropriate escalation matrix and proactively highlight questionable profiles based on logical reasoning against text-book approach towards procedures.
• Keep current with understanding of systems, policies, procedures and regulations
• Provide a supporting role to onshore business partners.
• Work on short-term projects/assignments with primary focus on quality.  

What you will need to succeed in the role:

• A Bachelor’s degree or with equivalent industry/functional experience 
• Computer literate and ability to work on basic applications like MS Excel, MS Word and Outlook
• Fluency in spoken and written English
• Ability to be flexible and willing to change along with changes in corporate and department objectives in addition to recommending changes to assist in meeting these objectives.
• Ability to balance quality and quantity (volumes) with primary focus on quality.
• 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.
• Is self-motivated, pragmatic (sense of urgency is a must)
• Willing to work a flexible schedule to accommodate business needs.

What additional skills will be good to have?

• Previous experience in working for Customer Onboarding / KYC / CDD teams is desirable
• Strong customer service mindset

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.”

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***Issued By HSBC Electronic Data Processing (India) Private LTD***