HSBC Group

Business: Payment Investigations

Open positions:1

Role Title: ASSISTANT MANAGER - VERIFICATION GSC’s

Global Career Band: 7

Location (Country / City ): India/Hyderabad

Recruiter Name : Sumana P

The Opportunity:

• Key element of this role would be to critically look at the processes from an enhancement perspective along with ensuring processes have stringent internal Controls. Role also demands to act as a single point of contact between the project/business teams for the function. Monitoring ‘Service Quality’ and have a tight control on Operational losses, potential frauds through strong internal audit and Staff feedback mechanisms.
• Global Payments Investigations is an integral part of Global Payment Service Operations, which includes addressing enquiries / complaints logged by Customers for the payments processed. GPI Platform is undergoing changes with several enhancements lined up to improve the user experience and reduce manual workarounds across multiple regions. In line with this, the role would demand very high visibility of the escalations / SLAs / Projects that are lined up for the year and ensure there are minimal disruptions.

Governance and Committee Memberships

• The Role would require participation in monthly governance forums for respective processes to discuss and highlight issues with relevant stakeholders.

What you’ll do:

Principal Accountabilities and Responsibilities

• Responsible to independently drive and manage change effectively to achieve business goals. (Example: Process improvements, Changes in procedures)
• Lead by example through service excellence and driving Quality initiatives for improved Customer Satisfaction.
• Monitor Service Level Agreement for the business and thrive towards meeting the required levels on a daily basis.
• Accountable to implement cross training plans considering the Global Contingency requirements, Staff Banding progression and Operational requirements, and striking a balance among them.
• Ensure ‘Knowledge retention’ in the section by reinforcing concepts through continuous staff training. (To address the effects of Attrition)
• Responsible to smoothen the impact of erratic workflows through effective capacity planning, leave management and process prioritization.
• Escalate any potential loss situations to immediate line manager and undertake steps to recover at the earliest to reduce financial exposure of the bank.
• Monitoring ‘Service Quality’ of the team to ensure high Customer Service Standards.
• Drive rigorous and Customer centric Quality Campaigns and initiatives to increase Quality awareness in the team.
• Recognize, reward, and set high internal service excellence benchmarks to ensure customer delight.
• Responsible to proactively identify issues/problem and ensure same is resolved and escalated to give maximum customer satisfaction.
• Ensure Appropriate measures are taken to improve quality and prevent recurrence.
• Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank.
• Accountable to exercise control on Operational losses, potential frauds through strong internal audit and Staff feedback mechanisms.
• Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
• Undertake continuous re-assessment of operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies.
• Implement the Group Compliance Policy as applicable to your role in conjunction with the relevant Compliance Department.  The term ‘compliance’ embraces all relevant laws, rules and codes with which the business has to comply within India and in relation to the countries migrating work to the assigned GSC.

Leadership & Teamwork 

• Ensure that the team acts as a single point of contact between the project/business teams of the function.
• Procedural changes / new initiatives are fully communicated to and implemented by the team.
• Coordinating with various functions for projects and resource planning.
• Create robust team environment where skills and knowledge openly shared to achieve team and business goals.
• Team members are regularly briefed and made aware of individual / department performance targets and achievements.
• Knowledge and experience are shared with team members, helping on referred / technical issues.

What you will need to succeed in the role:

Functional

• Knowledge on Payments Routing, Decoding/Reading of Swift messages (D)
• Extensive knowledge in GPS/GPI /HUB (E)
• Ability to understand and manage risk. (E)
• Experience in a processing environment. (D)
• Production management skills and initiate process improvements. (D

Others

• Process productivity and quality targets are monitored and achieved.

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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