Job Advert Details
Why join us?
Build your career with an ever-growing, fast paced, dynamic team. A team which lives by “Speak Up” culture, who “works hard and plays hard”, who values diversity, who wants you to not just to stay but want to come to work, whose leaders will spend time with you, invest in your development, and promotes work – life balance.
The Opportunity:
The site administrator level II role is an internal control role which validates and ensures the accuracy of the output of the site administration team,or provides management coordinator and administrative operational support. Individuals will be accountable for providing support to the Operations Manager in fulfilling all MI related requirements inherent to a large sized Contact Centre.
What you’ll do:
Impact on the Business
Build your career with an ever-growing, fast paced, dynamic team. A team which lives by “Speak Up” culture, who “works hard and plays hard”, who values diversity, who wants you to not just to stay but want to come to work, whose leaders will spend time with you, invest in your development, and promotes work – life balance.
The Opportunity:
The site administrator level II role is an internal control role which validates and ensures the accuracy of the output of the site administration team,or provides management coordinator and administrative operational support. Individuals will be accountable for providing support to the Operations Manager in fulfilling all MI related requirements inherent to a large sized Contact Centre.
What you’ll do:
Impact on the Business
- Operational site support, resourcing, administration, diary management, handling of confidential information,
- Coordination of IT Helpdesk.
- Audit all payroll and overtime tasks
- Validate appropriate documentation for new hires as required to ensure on-boarding process is completed as
- outlined by HR and Operations (i.e. new hire forms, files, system access requests, badges etc).
- Validates accuracy on all access profiles creation/changes/resets for the site on different applications
- (more than 20+ where necessary).
- Conducts random audits on employee files, to ensure it accurately reflects current employment status.
- Quality checks all business recovery documentation to ensure this is accurately maintained.
- Support of operational resourcing requirements.
Customers / Stakeholders
- Business Information Risk Officers (BIRO) representative to Contact Centre to consolidate,
- review and provide feedback to relevant RBWM stakeholder
- Audit all required systems and documentation as required to track agent's daily attendance to ensure
- real time adherence team can make adjustments as required to preserve service levels to our customers
- Coordinates system safety checks as required
- Edits clarity of communication through all forms of communication provided (email, correspondence, verbal).
- Fast and effective service in respect of administrative duties, diary management, queries, IT support.
Leadership & Teamwork
Operational Effectiveness & Control
- Maintains a high level of understanding of how the site operates, who is responsible for certain
- areas and how to accomplish tasks with limited time.
- Contributes to a robust team environment where skills and knowledge is openly shared to achieve team
- and business goals.
- Manages the floor as directed by management or as required during incident management
- Handles errors/findings with the upmost professionalism while driving performance higher
- Coordinate changes to management rosters as required by business need or as requested by management.
- Timely communication of information
- Ensuring accurate output from Site Administrator
Operational Effectiveness & Control
- Knowledge of Group/country compliance/regulatory requirements, Operational Risks for IWPB
- Maintains HSBC internal control standards and based on real-time observation identify timely training needs
- Awareness of all elements of Operational Risk associated with the role in compliance
- Continually review work practices to improve productivity, whilst identifying activity trends to improve customer/agent journeys
- Ensuring appropriate Adherence related updates takes place timely
- Check potential security risks escalation process is followed.
- Manages key records and returns.
- Complete expense reports for management in accordance with authorization guidelines and current procedures
- Ensure all potential risks regarding security are escalated through the correct channels in a timely manner.
- Oversee all audits of Log-On to include Diary watch to ensure that the correct access is given to individuals.
- IT Helpdesk systems knowledge
Information
What you will need to succeed in the role:
- A relevant degree is desirable not necessary, dependent upon the prevailing local market conditions
- Minimum 1.5 years’ experience either in MI reporting, data management or Contact canter operation roles in a high complex environment
- Balancing conflicting deadlines and deliverables as assigned by multiple process owners.
- The Ability to adapt quickly to ever changing business scenario and be able to effectively translate that into delivering a high-quality product or service as this role requires working with the Managers .
- Creating a network and managing good working relationship across the HSBC Group
- Effectively handling findings with professionalism and diligence
- Advanced level, knowledge in word processing, spreadsheets and MS Office applications
- Excellent oral, written, and interpersonal communication skills. Able to communicate clearly and confidently with Management at all levels
- Excellent problem-solving skills and attention to detail
- Ability to adapt in a dynamic and fast-paced environment
- Must have proven ability to rapidly develop and deploy solutions to support programs/initiatives
- Ability to work well within a team and take the initiative to work independently when required
- Sense of urgency and ability to take on tasks and manage them alone with excellence
- Excellent organization skills
- Flexible approach to working hours
- Proficient in English
What additional skills will be good to have?
- Resilience in role will support the role holders in working in a busy work environment irrelevant of location.
- Regular changes to procedures and advances in technology will regularly impact the role holder. Therefore, pro-activeness and ability to embrace change will ensure success.
- A passion for continued learning will also support the role holder in their ability to gain stronger and better skills and capabilities.
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
E-mail du recruteur
bathiya.jayathilake@hsbc.com.lk