Job Advert Details
Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
Digital Business Services (DBS) is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. Digital Business Services combines global expertise and technology to help keep us ahead of the competition.
We are currently seeking a high calibre professional to join our team as an Operations Officer, WSB Ops.
Summary of Main Tasks and Responsibilities
Impact on the Business/Function
• Is responsible for ensuring the teams deliver in line with its demand statements
• Is responsible for planning and prioritisation of day to day services across teams
• Is responsible for supporting the implementation of change programmes as directed by the Line manager, including Global Standards
• Develop and implement Operating Procedures in accordance with the respective Business Services Operating Model; highlighting any local procedures.
Customers / Stakeholders
• Process customer instructions accurately in accordance with agreed quality standards.
• Demonstrate ways to improve service quality and exceed customer’s expectations.
• Receive/make calls from/to customers (internal/ external) (applicable to voice processors only)
Leadership & Teamwork
• Establishes the goals for Team members and manages their performance.
• Support LM for the coaching and development of individual team members and the overall development plans of the teams
• Is able to recruit team members within agreed headcount plans as directed by the Line Manager
• Is accountable for the cascade of communication across teams.
Operational Effectiveness & Control
• Apply knowledge of relevant operational manuals (including the Ops FIM), anti-money laundering, sanctions and internal procedures/polices and regulatory requirements of the business to ensure suspicious transactions are promptly escalated and to continually evaluate the operational risks inherent in the process.
• Ensure that transactions are executed in accordance with the established procedures and standards
Information
Experience, Skills and Qualifications
• Prior experience and background required.
• Good knowledge of the products/systems/applications used in the operational environment.
• Strong interpersonal skills.
• Effective communication skills.
• Proven track record towards high level of customer service