HSBC Group

Business: Lending Services

Open positions: 1

Role Title: Processor Acct Servicing and Mnt GSC’s

Global Career Band: 8

Location (Country/City): India/Hyderabad

Recruiter Name:  Chiransha Gupta

Why join us?

• The Group Service Centers are a fundamental component of HSBC’s strategy to drive shareholder value. They form a key part of the Global Service Delivery organization and enable maximizing cost efficiency and drive customer advocacy by creating a seamless service delivery proposition.
• We are Lending Services Operations providing End to End processing of Mortgage.

The Opportunity:

• To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Service Level Agreements (SLAs). Responsible for relationship building and resolving customer queries / issues in a professional manner_

What you’ll do:

• Meet targets on productivity and accuracy within stipulated time frame. Instructions/requests are correctly interpreted and fully undertaken. Ensure that work is completed in accordance with established procedure and standards
• Effectively and efficiently process to achieve business goals on productivity, accuracy and improvements of process. Proactively identify issues, if any, and escalate.
• Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation. Proactively seek out opportunities to provide internal and external customers with service excellence in the most effective and efficient manner. Get it right the first time.
• Develop Solutions to problems and identify process and service improvements that enhance customer satisfaction and business results. (Any Idea which helps in improving the way we work)
• Ensure that the customer issues / problems are effectively investigated and resolved. Listen, understand and deliver excellent customer service. Ensure that fraud/errors/irregular transactions (if any) are identified and escalated. Share knowledge, best practice and experience with colleagues in achievement of their goals & business objectives.
• Participate in team meeting / team activities and work towards sustaining team spirit. Demonstrate dependability and support the team in achieving its goals
• Actively support team and community activities and proactively promote HDPI family ethos and HSBC in the community. Support section level initiatives on improving delivery against service level agreement.
• Cross trained on all relevant processes as per business requirements.
• 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.
• Maintain control on operational losses, potential fraud through strong internal audit and feedback mechanisms
• Develop Solutions to problems and identify process and service improvements that enhance customer satisfaction and business results.
• Implement the Group compliance policy locally by containing compliance risk in liaison with the Global Compliance Officer or Local Compliance Officer ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators.
• Implement the Group Compliance Policy as applicable to your role.  The term "compliance" embraces all relevant laws, rules and codes with which the business has to comply
• Escalation of all disciplinary and grievance cases on time to the line manager

What you will need to succeed in the role:

Knowledge

• Bachelor’s degree in any discipline. Higher qualification not a bar provided aspirations are commensurate with the position

Experience

• Work experience not essential. Experience not a bar provided aspirations commensurate with the position

What additional skills will be good to have?

Skills

• Ability to understand and interpret numeric data
• Possess good conversational and written skills in English
• Flexibility to work in shifts
• Ability to learn quickly and transfer knowledge appropriately.
• Attention to details
• Basic computer knowledge
• Committed, responsible and takes ownership in the role
• Ability to maintain focus while working with voluminous data
• Ability to multitask
• Committed to equal employment opportunities
• Ability to build rapport with and relate to a wide range of people

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.”

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued By HSBC Electronic Data Processing (India) Private LTD***