Job Advert Details
Why join us? (Overview of Dept./Function)
Our Global Service Centres are an integral part of Global Operations. Employees based there manage day-to-day customer transactions and processes for the global businesses. This may include transactions for our retail bank such as processing loans, credit cards, insurance and mortgage applications, opening new accounts, and managing customer enquiries through contact centres and digital platforms. Employees in the Global Service Centres also run and manage operations for commercial bank customers. This includes processing credit applications, facilitating payments and managing the import and export transactions that enable customers to protect and grow their businesses through international tradeThe Opportunity: (Brief
Overview of the Role)
Mortgages Business Services in GSC Colombo provides Mortgage Loan originations, Mortgages Loan servicing and Mortgage Loan closures for UK and MENA regions and also undertake completion of solicitor related and other enquiries to enable mortgage disbursals, meet the needs and expectations of solicitors and customers by handling escalations, facilitate continuous improvement of the processes and maintain oversight to ensure risk to the Bank is protected. Acquire a good understanding of processes assigned to; allocate tasks on a daily basis to the team consisting of Customer Service Executive(s). Handle escalations from Business Area, resolve queries and support team to handle customer queries / issues effectively. Plan capacity and perform volume analysis through effective allocation of resources. Produce, interpret and analyse Management Information (MI). Ensure compliance as per audit requirements by performing the required audit checks for the process. Provide leadership to team assigned in-line with the group and company policies and standards.
What you’ll do: (List out Key Responsibilities)
Impact on the Business
- Acquire and update knowledge on procedures
- Ensure that work is completed in accordance with established procedures and standards.
- Efficiently understand Mortgage requirements and deliver within the agreed TAT’s.
- Produce MI as required
- Identify and escalate potential complaints
- Support achievement of team objectives
- Exhibit ownership of the business
Customers (External/ Internal)
- Receive/make calls from/to customers or solicitors (internal/ external)
- Process customer/solicitors instructions accurately to achieve agreed quality standards and targets (as amended or notified from time to time) on all the processes worked
- Act effectively on all customer feedback
- Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank or pose risk to the bank
- Respond to mails/queries related to process timely
- Ensure no Ops Losses (Actual, Potential or Near Misses) are incurred due to the errors made
- Delight internal and external customers
Impact on process
- Process enquiries in a timely manner to achieve agreed productivity targets
- Proactively contribute towards the completion of the enquiries within the agreed timescales
- Evaluate training needs and plan for them
- Adhere to all the audit requirements including but not limited to
- Declaration of Secrecy/Data Protection Act/Health Safety and
- Security/Clear Desk Policy/ Other Process Specific Audit requirements/ Compliance issues/requirements and Undertake process specific checks, where ever applicable
- Adhere to Business area prescribed Online Modular Training & GR prescribed Modular Training
- Ensure compliance with audit requirements by performing audit checks as required by process, in line with business process requirements.
- Facilitate continuous improvement through the identification, implementation and sharing of best practice in conjunction with peers and line management to enhance customer experience.
Leadership & Team work
- To assist the manager in running the operations.
- Effective communication with peers in terms of best practice sharing to ensure that optimum use of resource is made across the sections and that a robust cross training plan is in place to multi skill operation teams.
- By providing input/support on management issues and deputising the manager during his/her absence.
- All data requirements (e-TCS, leave requests, absence requests and ad hoc process information) is completed and updated in a timely manner
- Plan for effective cross training taking into account the Global Contingency requirements, Staff Banding progression and Operational requirements and striking a balance among them.
- Drive Staff Development through Soft Skill training, Personal Development plans and Performance Management Reviews.
- Strike balance among Task, Team and Individual to inspire and influence Staff to bring in their best. Reward and Recognize service excellence.
- Create robust team environment where skills and knowledge openly shared to achieve team and business goals and develop team members to meet business objectives.
- Team members are regularly briefed and made aware of individual / department performance targets and achievements.
- Knowledge and experience are shared with team members, providing assistance on referred / technical issues.
- Progress reviews on performance are undertaken within agreed timescales.
Operational Effectiveness & Control
- To continually re-assess the 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.
- To implement Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term ‘compliance’ embraces all relevant laws, rules and codes.
- To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
- Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.
- Issues/problems are effectively investigated and resolved or appropriately referred with recommendations
- By adhering to the group agreed processes / procedures – achieving a satisfactory Audit report.
Information
What you will need to succeed in the role: (Minimum Qualification and Skills Required)
- Knowledge on Mortgage delivery services (E)
- Knowledge on BMM, EDGE, EMS (E)
- Leadership skills, with ability to build rapport with and relate to and effectively develop a wide range of people. (E) Ability to learn quickly, transfer knowledge appropriately, understand and interpret customer needs. (E)
- Evidence of good decision making and analytical, statistical. (E)
- At least 12 months in a supervisory role, with exposure to appraisals, counseling, team building, staff development. (D)
- Ability to speak and understand English fluently, write business letters and reports, and have good conversational / telephone skills. (E)
- Experience in a processing environment. (D)
- Production management skills and initiate process improvements. (D)
- Knowledge of Cards Business Services working practices and it’s operating systems (D)
- Good networking skills to support strategic / system / policy changes (D)
- Graduation (D)
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