Processor Clt Onbr Acct Opn - GLCM Digital_Onboarding_HK_SplyChain - 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


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 [COMPLETE 3-4 AREAS]

* Process transactions or handle customer request / queries according to procedures.

* Acquire the updated procedures, work processes and product knowledge and apply them to daily work.

* Complete processing work in accordance with established procedures and standards within the required productivity and quality level.

* Identify and escalate common fraud / errors / irregular transactions according to procedures / guidelines.

>0 compliance breach
>Nil high risk / repeated audit finding
>Nil operational loss
>Always follow up-to-date procedures and guidelines keep up-to-date with any changes advised by the business or supervisors
>Report any unusual cases to supervisors immediately without delay
>Stick to Group security policy
>Timely report any suspected fraud/ Money Laundering cases without delay, following laid down procedures
>Proactively provide support to other teams, including internal or external support
>No Management Control failures relating to own work

Customers / Stakeholders [COMPLETE 3-4 AREAS]

* Complete regular customer request / instructions and / or handle common customer queries / issues, to achieve customer satisfaction independently according to the guideline and procedures.

* Provide input / data to seniors / AMO to address the queries / concerns / challenges raised from business partners or for the consolidation of various reports / data / process information.

* Contribute to the team to achieve high level of customer service through participating the customer quality campaigns / initiatives.

>Meet PLA targets
>>RPH in operational process:
AP in GAS 23.18,ACD 5.11

DE in GAS 32.92 ACD7.2

>AI in operational process: (Internal)
SAFE Watch list,SPI Review,etc 99.95%, World check 100% change of Change of Corporate Account Information 99%,Clean up tasks 99%

>Nil complaint received from customers and colleagues.
>Positive Feedback from call monitoring

>Good handle common customer queries / issues by LN/CALL to achieve customer satisfaction

Leadership & Teamwork [COMPLETE 3-4 AREAS]

* Report abnormal / irregular cases / transactions to seniors.

* Share knowledge and experience with team members.

* Support AMO on resource arrangement and proactively raise suggestions to improve process productivity / quality / risk management

* Build up positive relationship with peers, participate in team meetings / activities, and promote team spirit.

>Participate in at least 8 CSR hours as part of their leadership development
>Minimum 24 hours' soft-skills/domain knowledge training per person per year
>Nil late record / sick leave / unplanned leave/ absence without approval
>Participation in team building activities with no adverse feedback on involvement from peers or line management
>Centre-wides activity (Non CSR),Line Activity: 1 or above
>Share best practices among the team via YCYS program (acknowledged by team leaders/supervisors) :1 or above
>Maintain good relationship with colleagues, contribute to the positive working morale, teamwork spirit

Operational Effectiveness & Control [COMPLETE 3-4 AREAS]

* Contribute to the process productivity / quality / risk management improvement by actively participating in team's initiatives / changes / activities as well as raising staff suggestions.

* Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators, accompanied by the appropriate internal control standards relevant to the role.

>DE: PA>85%,Work Rate>100%, OOE>85%
>AP without admin workload: PA>75%,Work Rate>100%, OOE>75%
>AP with admin workload: PA>70%,Work Rate>100%, OOE>70%

Desired profile

Qualifications :

Knowledge

·  A diploma or degree in any discipline.
Experience
· 
Work experience not essential.

Skills

·  Ability to understand written English.
·  Ability to understand and interpret numeric data
·  Attention to details
·  Basic computer knowledge
·  Ability to maintain focus while working with voluminous data
·  Ability to multi task
·  Ability to build rapport with people

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***