01Overview
Business: Global Service DeliveryOpen positions: 01Role Title:Customer Service Executive, Payment ServicesGlobal Career Band: 8Location (Country/city:HyderabadRecruiter Name: Monika ShahWhy join us Our Global Service Centres are an integral part of Global Operations. Employees based there manage day-to-day customer transactions and processes for the global businesses. This may include transactions for our retail bank such as processing loans, credit cards, insurance and mortgage applications, opening new accounts, and managing customer enquiries through contact centres and digital platforms. Employees in the Global Service Centres also run and manage operations for commercial bank customers. This includes processing credit applications, facilitating payments and managing the import and export transactions that enable customers to protect and grow their businesses through international trade. The Opportunity:The purpose of the role is to provide advice and guidance to processing or checker teams whose activities may include account servicing, client onboarding, payments, sanctions screening, internal business services, internal transactions and credit services. They will possess expertise in a particular field, and will be regarded as Subject Matter Experts. Activities that involve Inward & Outward payment processing, Electronic Transfers, Investigations& Verifications, Branch Enquiries, Inbound & Outbound calls to Customer& Branches, Manual Payments, referrals from processing and investigations team, decision making on referrals etc would fall under this job role. What youll do: (List out Key Responsibilities):Impact on the BusinessAcquire and update knowledge on procedures and products Ensure that each call / work is completed in accordance with established procedures and standards. Produce MI as required Identify and escalate potential complaints Support achievement of team objectives Exhibit ownership of the businessCustomers (External/ Internal)Receive/make calls from/to customers (internal/ external) Process customer instructions accurately to achieve agreed quality standards and targets (as amended or notified from time to time) on all the processes worked Act effectively on all customer feedback Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank Respond to mails/queries related to process timely with a cc to the Line Manager Ensure no Ops Losses (Actual, Potential or Near Misses) are incurred due to the errors made Delight internal and external customersImpact on processProcess 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) Proactively contribute towards the completion of the maintenance and enquiries within the agreed timescales Proactively provide training on GLE application and its products to external vendors and internal customers which is due to be carried diligently "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 Adhere to Business area prescribed Online Modular Training & GR prescribed Modular Training 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 companiesOther ResponsibilitiesParticipate in development of cohesive teams Foster development of co-workers Contribute to the creation of a supportive work environment driven by people centric values Build professional relationships with colleagues in other areasManagement of Risk (GHR / FIM requirements)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 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. Governance framework provides effective oversight of how fairly customers are treat and market integrity is upheld Engage with regulatory bodies in a timely, open and transparent manner Observation of Internal Controls (GHR / FIM requirements) 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 .
