Description - External
Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join HSBC and
discover how valued you’ll be.
HSBC is one of the largest banking and financial services organisations 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 realise their ambitions.
We are currently seeking an experienced professional to join our team in the role
of Customer Service Executive, GTU
Business: Global Operations
Principal responsibilities
To continuously provide high quality processing service to achieve maximum
customer satisfaction within the specified Performance Level Agreements
(PLAs).
Responsible for relationship building and resolving customer queries / issues,
account management in a professional manner.
Proactively develop understanding of the business and product area thus
creating a knowledge base within the department
Contributing to positive and productive environment through openness,
flexibility, positive attitude and prompt reporting and escalation of issues
and proper time management.
Perform activities as per the set quality standards and meet quality
parameter defined in for the process. Work on feedback and ensure errors are
not repeated.
Adhere to the compliance/ audit requirements set and communicated by the
GSC management; keep the confidentiality of sensitive information of users;
ensure breach of confidentiality is immediately bought to the attention of the
line manager.
Refer to supervisor for deviation/s ‘or’ exceptions to procedures.
Should be an active team player.
Major Challenges
Need to build strong product knowledge across various projects and Lines of
Business to ensure successful migration / performance of the processes.
To fully understand the existing regulatory environment and processes of the
business and impact on day-to-day activities.
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To be aware of changes in the Regulatory and Compliance world which will
impact performance
Role Dimensions
Review, collect and transmit supporting details to the Assistant Manager of
Operations upon conclusion of review.
Adhere strictly to compliance and operational risk controls in accordance with
Company and regulatory standards, policies and practices, report control
weaknesses, compliance breaches and operational loss events.
Follow appropriate escalation matrix and proactively highlight questionable
profiles based on logical reasoning against text-book approach towards
procedures.
Keep current with understanding of systems, policies, procedures and
regulations
Provide a supporting role to onshore business partners.
Work on short-term projects/assignments with primary focus on quality.
Qualifications - External
A Bachelor’s degree or with equivalent industry/functional experience
Computer literate and ability to work on basic applications like MS Excel, MS
Word and Outlook
Fluency in spoken and written English
Ability to be flexible and willing to change along with changes in corporate
and department objectives in addition to recommending changes to assist in
meeting these objectives.
Ability to balance quality and quantity (volumes) with primary focus on
quality.
Ability to learn quickly and adapt to evolving and changing priorities.
Procedures change frequently; selected candidates are expected to
implement the changes immediately with minimal training.
Is self-motivated, pragmatic (sense of urgency is a must)
Willing to work a flexible schedule to accommodate business needs.
Additional Information / Specific Skills (If Any):
Previous experience in working for Customer Onboarding / KYC / CDD teams is
desirable
Strong customer service mindset
You’ll achieve more at HSBC
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HSBC 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***
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