CCSS Sr. Representative - Contact Centre CFD (HASE) - HSBC Operations, Services and Technology - NHC

Job description

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If you're looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.


HSBC Operations, Services and Technology


HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HOST combines global expertise and technology to help keep us ahead of the competition.


Global Service Delivery


Within HSBC Operations, Services and Technology, Global Service Delivery is a leader in the development of services and processes that are designed around the customer and enable the firm to demonstrate to regulators that its processes and ways of working will deliver consistently high standards of compliance. Every day, customers all over the world are paying bills, buying homes and setting up companies and every day, Global Service Delivery teams are making sure all this happens smoothly.

Role Purpose


The role holder is responsible for ensuring all customer complaints received via the on-line channels and/or escalated to senior management/regulator/Group offices are being investigated and resolved efficiently and in timely manner. Role holder is expected to improve the efficiency and effectiveness of customer's interactions with HSBC; hence reducing the volume, repetition and severity of complaints. Job holder is also responsible for acting as the CE escalation point of contact, support frontline in decision making and acting as the Complaints system admin/support team.

We are currently seeking an ambitious individual to join this team working together with colleagues to define, manage and achieve divisional business targets. In this role, you will:

Impact on the Business/Function

• Call Acknowledge receipt quality
• Investigations to resolve complaints
• Executive complaints
• Systematic personalised answers

• Central and exhaustive logs in Complaint dedicated IT system (RSC) with exhaustive audit trail.

Customers / Stakeholders

• Branch

• Relationship Customer Committee

• Customer Experience bi-monthly Committee

• Monthly quality INFR meeting, weekly or on demand Mis-selling Committee

• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets

Leadership & Teamwork

• Individuals are responsible for their own effectiveness, development and results. Specialist or Subject Matter Experts, where matrix management and understanding of Group strategy is expected. Their contribution is often as a technical/professional specialist in their field.

• Support achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making.

• Take personal responsibility for understanding and agreeing performance expectations, completing the necessary mandatory training and developing the levels of capability and competence needed to be effective in the role.

• Contribute to team development, effectiveness and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse and supportive working environment.

Operational Effectiveness & Control:

• Individuals are responsible for their own effectiveness, development and results. Specialist or Subject Matter Experts, where matrix management and understanding of Group strategy is expected. Their contribution is often as a technical/professional specialist in their field.

• Suggest ideas and contribute to implementing actions that will improve customer service, quality or the way teams and individuals work together.

• Adhere to HSBC policy, procedures and control requirements applicable to day-to-day working, exceptional and project activities, and raise any concerns about actual or potential issues promptly, in line with reporting and escalation procedures.

• Continuously monitor and gather information to assess potential impacts and identify possible risks and opportunities for the business.

• Apply policies, procedures, practices and standards to their allocated tasks, taking responsibility for their own actions, to ensure the achievement of high levels of quality, effective risk management and regulatory compliance.

Desired profile

Qualifications :




Local Job Requirements (This could include; Job Dimensions, Job Context & Major Challenges)

·  The role operates within a RBWM Contact Centre and interacts with HSBC local and international customers, the post holder must have the ability to deal with different process, different countries, where applicable, and different customer attitudes and requests on a daily basis
·  The role is not authorized for any approvals outside of system allotted entitlements
·  Changing performance parameters (e.g. Scorecard changes)
·  Understanding updates on procedural changes and compliance
·  Achieving customer excellence in every contact
·  Owning personal career development while balancing daily job duties



Certifications, Qualifications & Experience (For the Job – not the Job holder. Minimum requirements of the Job)

·  Understanding of call center dynamics e.g. processes and systems used, customer service, process improvement methodology, agent skills and training, regulatory requirements
·  Awareness of MS Excel functions.
·  Understanding of process improvement skills and experience.
·  Effective communication with good inter-personal skills
·  Good judgment, decision making and problem solving skills.
·  Good planning and organization skills.
·  Ability to work in a team, and alone, with minimal supervision and act on own initiative.

You'll achieve more at HSBC.

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.

***Issued by HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***