Job Advert Details
Why join us?
Australia WPB (Consumer) seeks to grow its business and become a leading international trade and business bank, delivering this by focus on the seven key imperatives. Banking Services supports WPB (Consumer) in achieving these goals.
The Opportunity:
You will be required to liaise with other HSBC Global Service Centers (GSC), Business Partners (BP) and customers of HSBC. The job holder is restricted to the privileges provided within the process and should be abided by the procedures governing the same. The Manager Operations (MO – Line manager) would be overseeing the day-to-day operational aspects and would also be seen as the mentor for personal development.
What you’ll do:
The jobholder:
- Develop own understanding of how your role impacts on customer experience (in team meetings; internal communications and recognition schemes). Working on feedback received from internal customers, or those who service our customers. Voicing concerns/challenges in providing customer service, in the appropriate forum or meeting.
- Commit to deliver consistent and fair outcomes for customers – escalate potential and identified risk of unfair outcomes for customers in a timely manner. Number of instances of resolving customer complaints/escalations at the 1st point of contact
- Suggest and instigate simplified process improvements that have measurable benefits for the customer (improved customer experience / reduced customer effort) within their team / department / Business Service and ensure procedures are up to date.
- Take personal ownership in customer interaction, deliver a right first-time outcome, and aims for first point of contact resolution. Works well with others, actively listening and able to gain a greater understanding of the requirement.
- Actively contributing towards a continuous process improvement culture within the team. Sharing best practices and knowledge with colleagues, to empower them in providing consistent customer service.
- Ensure that all assigned tasks including completion of end of day checks, auditing, approving work items in accordance with the limits delegated by the process management, accurate error logging and providing honest and timely error feedback to the staff members are carried out as per the agreed PLA's/ Internal Targets for the process.
- Ensure all instances of Input Quality errors identified during audit checks and error log individuals if IQ error not logged.
- To contribute effectively towards the team performance and always manage for value.
- To meet all targets on customer service, quality, call handling time, productivity, and accuracy
- Ensuring that work is / calls are handled / tasked are processed/completed in accordance with procedures.
- 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.
- The CSE would be required to maintain and improve on the Rate per Hour (RPH) as agreed by the business for the relevant process.
- The level of quality required to be maintained is also agreed for each process and all CSE’s are required to constantly maintain the required level with an aim to have 0 losses.
Information
What you will need to succeed in the role:
- Sound knowledge of Australia Account maintenance process and Philippines account servicing processes, and Service Catalogue
- Strong communication skills, both written and verbal.
- Leadership skills, with the ability to maintain a good business rapport and effectively develop a wide range of people.
- Ability to learn quickly, transfer knowledge appropriately, understand and interpret numeric data.
- Ability to initiate process improvements.
- The ability to create simple MI dashboards in excel or any other format and maintain performance related information.
- Good organizational skills and ability to work with minimal supervision.
- Flexibility across shifts.
- Ability to be proactive in projecting and handling crisis situations and taking appropriate / timely decisions.
- Ability to work well under pressure with a high degree of accuracy.
- Responsibility for directing implementations including coordination of resourcing which will include people, training, systems and equipment.
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.
Nom du recruteur
Bathiya Jayathilake
Courriel de recruteur
bathiya.jayathilake@hsbc.com.lk