Job Advert Details
Business: GPS Client Management Ops
Open positions: 2
Role Title: Manager Client Service Support
Global Career Band: 6
Location: Quezon City, Philippines
Recruiter Name : Veronica Suarez
Why join us?
The GPS Client Management Ops is part of GPS Operations and delivers a centralized operations utility for HSBC's Corporate Digital Channels (including HSBCnet, Host-to-Host Connect, and SWIFT net) supporting payments, cards, receivables, liquidity, trade, supply chain finance, custody, securities services, and money market trading solutions globally across Europe, Asia, Middle East, North and Latin America. Over 700 million payment transactions valued at over $10 USD trillion is processed through the channel annually.
The team caters to CMB and GB&M customers of HSBC and provides service and support for the customer digital lifecycle across GPS, GTRF, and HSS products. The COE focusses on wider business activities performed by GPS Client Management, including Client Implementation, Client Servicing and corporate card activities.
The Client Servicing team in GSC supports email and phone queries from Tier 1 to 3 clients across full range of GPS products and services such as channels, payments and collections, corporate cards account services and liquidity solutions. Team will support different type of enquiries and follow-up including but not limited to amendment/ cancellations, return funds, charge details, training, troubleshooting channels issues, statement retrieval, corporate cards, mandate update, enabling of services, etc..
The Opportunity:
- Accountable for performance of the team and all that they do, contributing to the successful delivery of ‘Best in Class’ standards whilst remaining within key operational performance parameters (customer experience, & operational productivity targets)
- Understand Management Information, and build action plans to improve service levels and team performance through training, coaching and people development
- Plan and prioritise work appropriately considering importance, urgency, customer and business impact.
- Manage stakeholders at country and regional levels, providing them with required MIS and action plans for hot spots.
What you’ll do:
- Complete accountability of performance management for a team with spans
- Own and manage escalated customer concerns and complaints for the team.
- Lead and drive BAU performance. ensure consistency and excellence in customer service delivery, robust risk control and management.
- Champion and embrace change and innovation within the team.
- Demonstrate ownership and common sense with all that you do, sharing best practice across teams and peers.
- Understand and translate the immediate business/function strategy into actions for your team.
- Work independently with minimal supervision.
- Good on MS excel and able to support on different Mis.
- Ability to write business letters and reports
信息
What you will need to succeed in the role?
- Have a positive, can-do attitude with a desire to get things right first time every time, and work around limitations.
- Experience of coaching, mentoring, developing others
- Able to motivate the teams and develop a culture of empowerment.
- Strong Customer Orientation and passionate about delivering superior customer service.
- Ability to anticipate future stakeholder needs and take actions today.
- Good knowledge of Excel and PPT and able to work on various MIs and presentations.
- Great written and communication skills in English
- 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.Strong Team Player with an ability to drive and motivate self and others
- Fluent Cantonese communication is a plus
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 (Philippines) Inc. ***
Want To Apply?
- All applicants must have successfully completed their probation period
- All applicants must have met the Behaviour Gateway in the last performance appraisal
- All applicants should have served at least 18 months in their current functional role and department company
- All applicants should inform their respective line manager of their application
- Application form should be submitted via CareerLink along with the current CV
- All the completed applications should be submitted via CareerLink by 11:59 PM on the closing date
- Have not been previously declined for the same post within the last 3 months on the date of submission of their application
- Have not been on ANY form of Corrective Action within the last 6 months from the date of application
Declaring incorrect information in your application (e.g. incorrect performance and behaviour rating; and corrective action status) is considered a SERIOUS OFFENSE based on the HDPP Employee Handbook:
A. Very Serious Offense
"Sec 1. Any acts of dishonesty, which may provide reasonable grounds for the company to lose trust and confidence to the employee, which includes but not limited to the following:
c) Giving false testimony or falsifying any document, records or information or presenting such falsified document, records or information in any study, research inquiry; padding and deliberate overcharging of expenses; tampering with time records; requesting or allowing any individual to log in/out and actually logging in/out any individual.”
招聘人员名称
Veronica Suarez
招聘人员电子邮件
veronica.benz.suarez@hsbc.com.ph