HSBC Group

Job Advert Details

Role Purpose (overall high level summary of the role)

To provide a high quality, customer driven service by efficiently, accurately and consistently addressing customer needs whilst adhering to HSBC group policies and procedures, at all times.

Principal Accountabilities

Impact on the Business 

• Ensuring compliance with HSBC Group company policies and procedures, including regulatory requirements.
• Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.
• Maintain core standards of behaviour at all times.
• Follow the CSE charter at all times.

Customers / Stakeholders 

• To ensure that Instructions / requests are correctly interpreted and fully undertaken. 
• To ensure that common fraud / errors / irregular customer requests are identified and escalated in accordance with procedures in a timely manner.
• Required to ensure that issues / problems are effectively investigated and resolved or are appropriately referred with recommendations. If required escalated to the line manager immediately

Leadership & Teamwork 

• To contribute effectively towards the team performance and manage for value at all times.
• To participate in company events, CSR activities and competitions.
• To attend workshops and development programs as instructed by the line manager.

Operational Effectiveness & Control 

• To meet all centre targets on customer service, quality, call handling time, productivity and accuracy.
• By ensuring that work is / calls are handled / tasked are processed/completed in accordance with procedures.
• By ensuring that all data required (e.g. walk-away codes, leave requests, absence requests, timesheets, leave requests, absence requests and ad hoc process information) are completed and updated in a timely manner.

Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)

• All CSE’s are required to improve on their performances with regards to quality, productivity, complaints and service failures month on month. 
• Improvements should be made in all aspects of performances, from call handling to assisting the process to develop better avenues of providing excellent customer service.
• By being flexible in order to accommodate the organization needs to ensure its resources are used to its potential.

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

• As a Customer Service executive (CSE) you are required to liaise with other HSBC Global Service Centres (GSC), Business Partners (BP) and customers of HSBC. All such interactions are restricted to business reasons. A professional attitude and demeanor is expected at each and every interaction. GSC Colombo forms an integral part of the Global Resourcing business and as the front line the CSE reflects the face of the organization. 
• The job holder is restricted to the privileges provided within the process and should be abided by the procedures governing the same. The Assistant Manager Operations (AMO – Line manager) would be overseeing the CSE’s day to day operational aspects and would also be seen as the mentor for personal development.

信息

Knowledge & Experience / Qualifications  

• GCE O/L 6 passes (including English) with a minimum of 1 years work experience or 2 passes for GCE A/L.
• Good communication and interpersonal skills. 
• Good telephonic skills.
• Sound Analytical skills. 
• Ability to adapt to change, learn quickly and transfer knowledge appropriately
• Excellent planning & organizing skills 
• Ability to build rapport with, and relate to a wide range of people, self driven, Customer focused and Process oriented
• Good interpersonal skills 
• Attention to detail 
• High degree of Internal & External Customer Service Orientation 
• Perseverance and ability to work under pressure 
• PC skills

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.