HSBC Group

Business: Global Service Delivery

Open positions:1

Role Title: AM IC Hong Kong GSC’s

Global Career Band: 7

Location (Country / City ): India/Hyderabad

Recruiter Name : Sumana P

Why join us?

• The Cheque Operations team is an energetic & a rapidly growing team which is driven by passion & a commitment to make a difference.
• We believe that the ability to constantly learn and grow is what makes us competitive, for us, maintaining HSBC internal control standards, including the processing of back end Cheques Clearing and other Negotiable Instruments for various regions.
• As part of Cheque Operations, you’ll experience a culture committed to growth and advancement & you’ll have the chance to make a lasting impact on internal as well as external customers. 

The Opportunity:

• The purpose of this role is to ensure that all cheques transactions are processed accurately without defects.
• The job holder will be responsible for processing back end Cheques Clearing for various regions and should have good Cheques knowledge.
• Ensuring the team delivers in line with its demand statements
• Planning and prioritization of day-to-day services across the team.
• Supporting the implementation of change programmes that impact the direct team or process.
• Maintaining Operating Procedures in accordance with the Business Service's Operating Model and local requirements

What you’ll do:

• Performing Quality Checks for the Team and providing feedback on a timely basis to avoid potential errors.
• Conducting Quality team meeting monthly and cascading the procedural updates (if any) to team and clarifying their queries about the process.
• Reconciling the internal suspense accounts daily to maintain NIL differences.
• As part of reconciliation process, investigating on pending Credits / Debits to identify the root cause and liaising with the relevant teams to clear the pending entries to make sure accounts are with in SLA.
• Investigate and prepare the report on the link failures or high value difference by informing the Line Management and Business Area on priority with the relevant information along with the remedial action plan to clear the report without any customer impact / service failures.
• Providing training to the new members and monitoring their performance at learning time to make sure they have fully understood the process and complete the queues as per SLA’s.
• Deputizing the team in absence of Line Manager and assigning the work to staff and monitoring the queues on an hourly basis to ensure the daily volumes with NIL impact.
• Attending process related calls with Business Area and other Stake holders involved with the process to discuss any procedural changes or updates.
• Reviewing the procedures on a monthly basis to ensure they are in-line with the current scenarios and communicate with team if any changes.
• Good analytical skills and communications.
• Administrative tasks, MI and Risk reporting and monitoring day to day tasks.
• Ensure compliance as per audit requirements by performing the required audit checks for the processes.
• Have/acquire good understanding of the processes.
• Ability to handle escalations from the business and resolve queries effectively (including customer queries / issues) & attend Governance/weekly/Adhoc calls with BPs.
• Provide additional support to the team members and line managers –Admin/Access, etc. related.
• Innovate and provide ideas for process improvement.
• Negotiate & build strong relationship with Business Partner
• Ability to good prioritizing, planning and organizing skills
• Possess good multi-tasking skills and flexible, to cover multiple process.
• Good interpretation skills.
• Meet the needs and expectations of customers by ensuring that escalations and complaints are handled in a timely and appropriate manner.
• The incumbent is expected to maintain oversight to ensure Bank’s reputation is protected.
• Participate in implementation of new technology in conjunction with Onshore Service delivery given that the Cheque business is at growth stage.
• Ensure compliance with audit requirements by performing audit checks as required by process, in line with business process requirements.
• Should be result oriented and flexible to changes.
• Build professional relationships with colleagues in other areas.
• Exhibit ownership of the business.