Team Lder Clt Onbr Acct Opn - GLCM Digital_Onboarding_HK_SplyChain - HSBC Operations, Services and Technology - NHC

Job description

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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/Function

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

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

*Identify and escalate common or non-common fraud / errors.

* To continually reassess the operational risks inherent in the business taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology, by addressing any areas of concern in conjunction with line management and/or the appropriate department.

* To implement Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term ‘compliance' embraces all relevant laws, rules and codes with which the business has to comply, by adhering with the Group's agreed processes / procedures – achieving a satisfactory Audit report.

· Effectively drive and manage change to achieve business goals. (eg: process improvements/changes in procedures)

· Implement cross training plans taking into account the Global Contingency requirements, Staff Banding progression and Operational requirements and striking a balance among them

· To have a tight control on operational losses, potential fraud through strong internal audit and staff feedback mechanisms

· Work is organized and processed/completed within agreed timescales, including ongoing monitoring and review of workflow and priorities, in accordance with procedures

· Process productivity and quality targets are monitored and achieved. Issues/problems are fully analyzed and resolved or escalated. Appropriate action is taken to prevent recurrence

· Procedural changes/new initiatives are fully communicated to and implemented by the team. Team members consistently maintain a high level of customer service by achieving established PLAs

· Management Information, other required data and communication are completed accurately and supporting statistics/reports/returns are presented within agreed timescales

Customers / Stakeholders

*Respond to / complete customer request / queries, which are standard and non-standard, complete and incomplete information available, 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.

*Issues/problems are effectively investigated and resolved or referred appropriately with recommendations. Problem situations are proactively identified and resolved to give maximum customer satisfaction and escalated where necessary. Appropriate measures are taken to improve quality and prevent recurrence.

*Establish and maintain effective relationship with customer business areas and identify areas of service improvements.

*Meet targets on productivity and accuracy within stipulated time frame. Instructions/requests are correctly interpreted and fully undertaken. Work is/tasks are processed in accordance with policies and procedures. Common fraud/errors are identified and escalated.

· Lead by example through service excellence and driving Quality initiatives for improved customer satisfaction

· Monitoring ‘Service Quality' of individual and team to ensure high Customer Service Standards and drive rigorous customer centric quality Campaigns/initiatives to increase Quality awareness in the team.

· Recognize, reward and set high internal service excellence benchmarks to ensure customer satisfaction

· Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence

Leadership & Teamwork

*Resolve junior staff's queries / referred issues and provide advice on cases handling.

*Handle escalations from junior staff and report to seniors / AMO with recommendations.

*Share knowledge and experience with team members.

*Support AMO on resource arrangement and proactively raise suggestions to improve process productivity / quality / risk management / operational loss minimizing and encourage peers to do so.

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

*To co-ordinate and assist the management team while initiating business recovery measures.

· Drive staff development through soft skill training, personal development plans and performance management reviews,

· Motivate and develop team members to meet business objectives

· Create robust team environment where skills and knowledge is shared to achieve team and business goals

· Brief team members regularly and ensure that they are made aware of individual/department performance targets and achievements

· Knowledge and experience is shared with team members, providing assistance on referred/technical issues

· Progress reviews on performance are undertaken within agreed timescales. Advice and guidance is given in a constructive manner

Operational Effectiveness & Control:


*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.

*Acquire and update knowledge on procedures related to HBCN processes.

*Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.

*All data requirements (timesheets, leave requests, absence requests and ad hoc process information) is completed and updated in a timely manner.

· To continually reassess the operational risks inherent in the business taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.

· To implement Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term ‘compliance' embraces all relevant laws, rules and codes with which the business has to comply.

Desired profile

Qualifications :

Knowledge
· 
The job holder should be familiar with processing procedures and banking knowledge, with the excellent customer service mindset and strong self-motivation to improve customer service level.

· 
Good understanding on the specific process / products

Experience
· 
1-year experience in processing position with exposure to checking, enquiry queue handling.

Skills
· 
Ability to understand English and Cantonese, write business letters and reports.

·  Ability to learn quickly, transfer knowledge appropriately.
·  Basic computer knowledge.
·  Good interpersonal skill, presentation skill
· 
Good decision-making skill, and ability to maintain focus / prioritize while working with voluminous data / tasks

·  Good experience in handling customer request/queries, and/or understanding on complex process is preferred
·  Ability to build rapport with people
·  Committed to equal employment opportunities

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***