Contact Center Service and Sales Document & Change Control Officer-Banking Foshan HSBC China (Pearl River Delta)

Job description

Retail Banking and Wealth Management (RBWM)
Retail Bank Greetering and Wealth Management leverages HSBC's global retail banking expertise and wealth management capabilities to deliver a broad range of world-class retail banking solutions to millions of customers. Driving for growth in key markets around the world, the business comprises areas such as retail banking, wealth management, insurance and asset management, with a focus on customer-centric propositions and innovative and efficient distribution channels that will differentiate our customer experience and deliver market leading retail banking and wealth management solutions.

We are currently seeking an experienced professional to join our team.

In this role, you will:
The purpose of the Documentation and Change Control Analyst is to provide high quality support to the Documentation and Change Control Team including administrative duties and/or assisting with the delivery of changes to processes, procedures and systems within the contact centre. They may be involved in assisting with the implementation of a range of initiatives, including process/procedure improvements, mandatory/regulatory change and small systems enhancements.The role holder will deliver some or all of the tasks documented in this role profile. The role holder's individual objectives will determine the scope of their role on a day to day basis to meet the demand of the business.
• Supports the change activities within the centre
• Identifies improvement opportunities and implements solutions, making decisions based on sound rational judgement escalating issues as necessary.
• Operates in accordance with agreed procedures and guidelines.
• Manage assigned tasks knowing when to refer issues as necessary.
• Ensures work is prioritised and processed accurately, organizing workload to ensure timely and efficient completion.
- Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets

Desired profile

Qualifications :

To be successful in the role, you should meet the following requirements:

Knowledge
• Awareness of call centre dynamics e.g. procedures, processes and systems used, products sold, reward structures, agent skills and training, regulatory requirements
• Some understanding of documentation writing and change methodologies
• Word, Excel and PowerPoint literate to an intermediate level.
Experience
• Some documentation writing and change management experience
• Attention to detail
• Good communication with good inter-personal skills
• Good judgment, decision making and problem solving skills.
• Good planning and organising skills.
• Ability to work in a team, and alone, with minimal supervision and act on own initiative.
Leadership capabilities
• Navigating - Understanding the immediate business/function strategy and planning own activities accordingly
• Aspiring – being ambitious about providing the highest standards of delivery
• Driving – setting stretching goals for self
• Mobilising – authentically engaging with team and colleagues to deliver at pace
• Sustaining – making considered decisions that protect and enhance HSBC values, reputation and business

You'll achieve more at HSBC.

www.hsbc.com.cn/careers

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Issued by HSBC Bank (China) Company Limited