Job Description

Job descriptionSome careers have more impact than others.If youre looking for a career where you can make a real impression, join HSBC and discover how valued youll be.HSBC is one of the largest banking and financial services organizations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions.We are currently seeking an experienced professional to join our team in the role of Customer Services ExecutiveImpact on the Business

• Acquire and update knowledge on procedures and products \xc2\xb7 Ensure that each call / work is completed in accordance with established procedures and standards. \xc2\xb7 Produce MI as required \xc2\xb7 Identify and escalate potential complaints \xc2\xb7 Support achievement of team objectives \xc2\xb7 Exhibit ownership of the business
• Process customer instructions accurately to achieve agreed quality standards and targets (as amended or notified from time to time) on all the processes worked \xc2\xb7 Receive/make calls from/to customers (internal/ external) \xc2\xb7 Act effectively on all customer feedback \xc2\xb7 Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank \xc2\xb7 Respond to mails/queries related to process timely with a cc to the Line Manager \xc2\xb7 Ensure no Ops Losses (Actual, Potential or Near Misses) are incurred due to the errors made \xc2\xb7 Delight internal and external customers
• Process customer set up, host set up, Enquiries in a timely manner to achieve agreed productivity targets on all the regions worked. (as revised time to time) \xc2\xb7 Proactively contribute towards the completion of the maintenance and enquiries within the agreed timescales \xc2\xb7 Proactively provide training on GLE application and its products to external vendors and internal customers which is due to be carried diligently \xc2\xb7 "Adhere to all the audit requirements including but not limited to: Declaration of Secrecy/Data Protection Act/Health Safety and Security/Clear Desk Policy/ Other Process specific Audit requirements/ Compliance issues/requirements and Undertake process specific checks, where ever applicable \xc2\xb7 Adhere to Business area prescribed Online Modular Training & GR prescribed Modular Training \xc2\xb7 To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies
• Participate in development of cohesive teams \xc2\xb7 Foster development of co-workers \xc2\xb7 Contribute to the creation of a supportive work environment driven by people centric values \xc2\xb7 Build professional relationships with colleagues in other areas
• To abide by the 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 apply.
• To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
• Role Context (The environment and operating conditions of the role including the extent of guidance and authority)
• Responsible for reviewing and updating procedure documents annually or as and when required.

Requirements

• Good communication skills - Written & Verbal (Essential)
• Experience in a processing environment. (Essential)
• Evidence of good analytical, statistical and data mining skills to study trends. (Desirable)
• Ability to understand and interpret numeric data and Strong Excel skills. (Essential)
• Proven track record of strong focus towards high levels of Quality and Customer Service.(Essential)
• Ability to multi-task, depending on the criticality of the tasks. .(Essential)
• Self - motivated and should be able to work under minimal supervision. .(Essential)

Youll achieve more at HSBCHSBC 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 (India) Private LTD***

HSBC