Job description
Business: GPS Client Management Operations
Open positions: 1
Role Title: Product Enablement Manager, Client Implementation GSC’s
Global Career Band: 6
Location (Country / City ): Bangalore
Recruiter Name : Chiransha Gupta
Why join us?
HSBC Technology and Services
- HSBC Technology and Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency.
Global Service Delivery
- Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.
Purpose of Department
- Global Liquidity and Cash Management is one of HSBC's global product lines and is part of both global Commercial Banking (CMB) and Global Banking and Markets (GBM). HSBC GLCM provides financial institutions and companies with a comprehensive suite of market leading, innovative solutions and products to help them do business every day. We provide direct corporate connectivity to SWIFT as a single, multi-bank channel complemented by HSBC's proprietary systems, HSBCnet and HSBC Connect. The Deal Implementation teams assist Clients with their journey of onboarding on e-Channel payment platforms like HSBCnet, Connect, Global liquidity cash management products. Post the initial lead from the client services or sales team, the Deal Implementation team gathers clients’ requirements and assists them with completion of documentation in adherence to the various risk and regulatory requirements Post customer documentation, the team liaises with various functions for completion of requirements like KYC, Signature Verification, Limit Approvals, e-Channel enablement, Training and Billing. and also provides telephonic training to their customers.
The Opportunity:
- Conduct Telephonic trainings of HSBCnet, Mivision and other GPS products with customers.
- Accountable for the performance of your team and all that they do, contributing to the successful delivery of ‘Best in Class’ standards whilst remaining within key operational performance parameters (service, sales & operational targets) Understand Business Intelligence data and be able to translate into individual team performance plans
- Plan and prioritise work appropriately considering importance, urgency, customer and business impact. The jobholder will adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
What you’ll do:
- Conduct Telephonic trainings of HSBCnet, Mivision and other GPS products with customers.
- Help in documentation support for customers for HSBCnet and other GPS products.
- Will be communicating via emails and conference calls, and as such it is necessary for the jobholder to be very proficient in these forms of communication and be able to effectively manage meetings and activities remotely.
- Applicant is requested to handle Team / Stakeholder / Senior Management in absence of the team lead.
- Coach and support peers in process in effort to build SME expertise in the team.
- Present analysis on root cause of top and repeated issues to coach agents to minimize errors/complaints and improve customer experience.
- The job holder will be expected to use their knowledge of HSBCnet to resolve issues escalated to the team from internal/external clients.
- Applicant is expected to provide process improvement ideas and lead projects involving various internal team at a global level.
- Due to the nature of the Customer Segment they would assist, they are expected to maintain excellent Quality on Calls and handle queries effectively and in a timely manner.
- Should act as a role model for delivering superior customer service. By listening to our customers and understanding their issues and resolve or mutually agree the way forward with their complaint/product queries.
- To be able to look at the complaint/ product queries holistically and from all viewpoints and be able to provide the guidance and oversight to ensure speedy resolution of queries/issues and complaints logged.
- Manage the delivery and resolution of all customer issues for all customer segments within SLA and to optimize customer satisfaction.
- Proactively identify issues if any and escalate.
- Ensure all customers are dealt with in accordance with compliance and regulatory requirements with an aim to protect our customers as well as the reputation of HSBC by following treating customer fairly.
- Build and maintain effective relationships with the multiple stakeholders and liaise proactively to identify and facilitate adherence to Regulatory and Compliance requirements.
- Assist line manager/supervisor with managing day-to-day operations.
- Maintain cordial relationship with all the relevant stakeholders and co-ordinate work, escalations, analysis, MI at appropriate time to work the critical queues with minimal or no supervision.
- Drive OpEx to create efficiency, improve capability management, workplace organization, and transparency.
Requirements
What you will need to succeed in the role:
- Graduation in any discipline desirable; High voice and Written skills
- Strong Leadership skills, Self-driven.
- Analytical reasoning and problem-solving ability. Evidence of strong operational decision making and be able to provide analytical support to the teams.
- Sound knowledge of Group compliance, Operational Risk for HSBCnet
- Develop and recommend changes and improvements to operating models, procedures and practices based on subject matter expertise and understanding of HSBC and market best practice.
- Communicate and adhere to HSBC policy and procedures in order to ensure good operational, financial and project management, policy and procedural compliance and early identification and effective resolution or escalation of issues that arise.
- Contribute to the development, implementation and maintenance of Helpdesk management information, analysis and reporting framework that supports and informs timely and effective business management and decision.making at all levels.
- Proficiency with personal computers and basic software packages and specialised applications
- Have a positive, can-do attitude with a desire to get things right first time every time, and works around limitations
- Experience of coaching, mentoring, developing others and motivation skills and develops a culture of empowerment
- Strong Customer Orientation and passionate about delivering superior customer service
What additional skills will be good to have?
- Good interpersonal skills with the ability to build and maintain working relationships with Business Partners / Stakeholders
- Strong Team Player with an ability to drive and motivate self and others.
- 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.
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.”
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***
Nom du recruteur
Chiransha Gupta
E-mail du recruteur
chiransha.gupta@hsbc.co.in