Job description
Business: Global Operations
Open positions:1
Role Title: Assistant Manager IC GSC’s
Global Career Band: 7
Location (Country / City ): India/Hyderabad
Recruiter Name : Chiransha Gupta
The Opportunity:
Some Careers grow faster than others.
- If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.
Digital Business Services - Operations
- Operations employs more than 30,000 colleagues in 53 countries and territories around the world. It is one of three functions within Digital Business Services (DBS).
- Operations manages change, helping HSBC deliver products and services in ways that are Simpler, Better, Faster for our customers. Each year, the team manages about 1.7 trillion transactions and around 380 payments every second for customers.
Purpose of Department
- Banking Services Business Service within DBS - Operations provides end to end banking services to support the RBWM lines of business across various regions. Banking Services is amongst the most seasoned Business Service team in Hyderabad with a headcount of circa 300. The primary purpose of this department is Account Opening and Account Servicing for RBWM customers.
- The role is based in DBS - Operations Centres in Hyderabad and the job holder is responsible to deliver excellent end to end customer service which provides customers with a positive view of HSBC and meets their expectation in terms of accuracy, timeliness and professionalism of response, when processing instructions which is received either written or over the telephone.
- We are currently seeking ambitious individuals to join this team as a GCB 7 in the role of "Assistant Manager IC” Banking Services, GSC Hyderabad. Capability
What you’ll do:
Customers / Stakeholders
- To provide a high-quality service to internal and external customers.
- Working with internal departments/third parties to provide an efficient and seamless’ joined up’ service to customers.
- Deliver high-quality support to the team and also colleagues from counterpart site.
- Support DBS - Operations Management with the management and governance of all queues.
- Ensure that the Procedures are reviewed continuously and changes made where required to improve end customer experience.
Impact on the Business
- Resolve customer complaints and complex enquiries/problem situations.
- Support Management to implement/drive changes to improve internal processes and procedures and the overall customer experience
- Provide polite, friendly and personalized enquiry and information service to internal/external customers.
- Responsible for the timely and accurate updates to the process.
- Support the communication of updates internally and externally and ensure they are cascaded and understood by all operators.
- Generate, coordinate the preparation of metrics on errors and feedback. Identify, analyze trends and submit reports to Management.
- To accurately identify errors and provide feedback as appropriate.
- Respond to internal calls/emails raised by colleagues and promptly assist in resolving them.
- Apply compliance and maintain HSBC internal control standards.
- Identify Risks and escalate to Management
Leadership & Teamwork
- Proactively provide technical assistance to colleagues in the team/department - sharing knowledge & learning
- Deliver feedback to staff
- Demonstrate awareness of individual & department objectives & pro-active approach to achievement
- Be role model of expected HSBC behaviors
- Work effectively in a team environment
- Build rapport with various Stakeholders namely, colleagues / Management from counterpart sites.
- Proactively engage with various Stakeholders and take ownership of initiatives.
- Review the training plans and suggest improvements
- Provide feedback on the training content development
Operational Effectiveness & Control
- Ensure that the input and output in the process is in accordance with instructions and procedures signed off by Business Partner.
- All operational loss situations are analyzed/reviewed and are addressed through appropriate channels
- All risks within the process are identified and controls are implemented to mitigate the risks. Learning points/feedback given to avoid any repetition.
- Ensure that due diligence, audit & compliance requirements are strictly adhered.
Understanding Customers
- Knows, understands and interprets customer requirements/needs accurately and meeting service demands efficiently
- Understanding And Applying Products & Propositions
- Demonstrates a broad and deep understanding of the global HSBC customer value proposition across all customer segments
- Able to turn customer propositions into reality by being connected across functions and geographies to meet customer needs / service demands
Using Business Systems & Processes
- Knows and understands the overall operating model and has a detailed knowledge of the end-to-end process framework and appropriate business systems
- Challenges existing system performance, identifies potential changes, and applies knowledge to clearly define and articulate business and functional requirements for on-going operational improvements
- Contribute towards the review and/or development and implementation of end-to-end business processes to deliver operational excellence, considering future challenges and opportunities
- Support process changes to ensure that all benefits are realized
Collaboration
- Builds rapport and mutual understanding to communicate and create opportunities for cross-business and/or international working, encouraging debate and open discussion
- Encourages people to build sustainable relationships beyond transactional levels and use empathy and insight to build better understanding for mutual benefits
- Creates and promotes opportunities for networking, bringing influential people together, adopting successful practices and ideas
- Continuously applies understanding of HSBC and the wider international business context to identify and build relationships with key contacts and influencers (internally and externally) in order to enhance business and customer outcomes.
Delivering Projects
- Support the delivery of global programs against targets and embed best practice and learning into future approaches
Managing Business Information
- Demonstrates a comprehensive knowledge and understanding of business information, and ensures that all information gathering, analysis and interpretation are fit for purpose
- Ensures financial and management information are widely understood, used effectively, and shared appropriately
- Supports the identification, tracking and delivery of cost savings or worthwhile operational improvements.
Problem Solving, Planning and Delivering
- Engages colleagues in and beyond own business area in developing and improving systems and processes on an end-to-end basis
- Creates “what if” scenarios to identify likely potential issues, obstacles, risks and opportunities
- Consistently deals with highly complex information and problems effectively and swiftly
Requirements
What you will need to succeed in the role:
Skills & Experience Required
- Prior experience of working on Legal orders (E)
- Knowledge Account Servicing activities (E)
- Ability to be flexible (in terms of schedule / shifts) and willing to change along with changes in corporate and department objectives in addition to recommending changes to assist in meeting these objectives. (E)
- Computer literate and ability to work on basic applications like MS Excel, MS Word, MS PowerPoint and MS Outlook. (E).
- Ability to handle multiple tasks and prioritize them depending on the criticality of the tasks. Should be able to work within tight time lines and under pressure (E)
- Self-motivated and should be able to work under minimal supervision. Pragmatic - sense of urgency is a must (E)
- Complaint and objection handling (E)
- Excellent communication skills – Written & Verbal. (E)
- Proven ability to train new staff (E)
- Excellent prioritizing, planning and organizing skills along with the ability to build and maintain MI. (E)
- Demonstrate highly customer centric approach and strong business acumen. (E)
- Good analytical, problem - solving and project management skills. (E)
- Ability to coordinate with multiple stakeholders and provide resolutions to end customer within desired timelines. (E)
- Knowledge of working in a regulatory environment– with an understanding of FCA requirements (D)
- Positive attitude and ability to manage multiple stakeholders within Onshore and Offshore teams (D)
- Excellent interpersonal skills, with a particular emphasis upon inspiring, influencing and negotiation skills in dealing with internal and external customers (E)
- Team player and enthusiastic personality with a drive to succeed (E)
- 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. (E)
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.”
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***Issued By HSBC Electronic Data Processing (India) Private LTD***
Nom du recruteur
Chiransha Gupta
E-mail du recruteur
chiransha.gupta@hsbc.co.in