Job Advert Details
Job Profile
The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.
Some Careers Grow Faster Than Others.
If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
Our sector-focused Banking relationship managers provide a single coverage point for multi-national clients. With our global capabilities and footprint, vast expertise and local knowledge, our Banking teams connect clients to the products and services that meet their global financial needs.
We are currently seeking a high caliber professional to join our team as a Customer Channels Support Officer.
Work Style: Hybrid
Role Purpose
Provide overall support to all frontline customer channels in their delivery of customer driven service and sales, ensuring operational quality in performing enhanced Customer Due Diligence, remediation, and other servicing and back office related functions.
The role holder will also be responsible for supporting the ATM Channel, providing operational support in overseeing the current ATM network, and ensuring continuous service delivery.
Summary of main activity-areas and accountabilities
Impact on the Business
Perform the operational requirements of branches, Premier RMs, mobile sales, EBS, telesales and some Contact Centre processes, to ensure proper support is provided to enable the frontline teams to focus on high value transactions. These may include, but are not limited to:
- Account opening
- Cards monitoring
- Customer requests and maintenances
- ALN/HML renewals
- CSEM monitoring and execution
- Customer Due Diligence reviews and remediation work
- Pre-screening of PIL / Card applications
- CEPS servicing
- Administrative items
- Support the Contact Center in account reviews and validation of credit card customers
- Identify potential risks or performance issues noted during remediation and reviews and provide feasible solutions/alternatives
- Question requirements that are ineffective or do not mitigate risks/negative impact on business
- Ability to understand and analyse solutions provided by delivery partners to ensure integrity of solution and any risk or impact is manageable or can be mitigated
- Identify synergy in aligning new and old process
- Provide all stakeholders with operational support and advice, to
- Meet/ exceed agreed customer satisfaction levels in terms of turn-around time and resolution of process-related cases.
- The role holder will provide operational support for our growing ATM network – an important marketing and servicing channel for WPB Philippines. These may include, but are not limited to:
- Supports the execution of the ATM strategy & KPIs as provided Head of Customer Channels and Head of CCOS
- Knowledgeable of scope of ATM transactions and customer impact, and departments involved to complete ATM transactions or queries
- Escalates unavailability or ATM issues to WPB W&I, WPB COO for awareness/support and cascade to Local IT / Payments / Operations for resolution
- Receive memorandums, and cascades the requirements, timeline, and impact or penalties to concerned department
- Receives technical advisory from BancNet, and evaluation on what this means for HSBC ATMs from local IT. WPB Customer Channels evaluates customer impact based on local IT’s evaluation and share to Wealth & International.
- Approval of screensaver requests, coordinates updates on screensaver to Local IT
- Creates communications and coordinates approvals required in coordination with Digital Team
- Works with DaaC to update list of billers in public website
- Arranges any required User/Operations Acceptance testing with DBS
Operational & Control
Work independently in liaise with Subject Matter experts from other processes and functions to ensure that continuous effort is made to maintain a single global standard across WPB work streams and entities
Review training, communications and procedure related information. Provide support during testing and implementation phase in realizing benefit.
信息
Qualifications
- Degree holder is preferred
- 3-4 years working experience, preferred in the Bank
- Strong knowledge on products and process in WPB, particularly on customer KYC, Anti-Money Laundering, Sanction, and branch process. Prior experiences in Process Review, Service & Operations and/or Product Governance are preferable
- Good understanding of the FIM, and other external and internal policy related to WPB.
Should you wish to learn more about the vacancy, you may reach out to the hiring manager, Merichelle Mendoza <merichellesalazar@hsbc.com.ph> or Joan Beltran <joan.g.beltran@hsbc.com.ph>
You’ll achieve more when you join HSBC.
www.hsbc.com/careers
HSBC is 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. 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 The Hongkong and Shanghai Banking Corporation Limited.
招聘人员名称
Nacho Santos QQIRESOURCING
招聘人员电子邮件
nacho.santos.qqiresourcing@hsbc.com.ph