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Customer Service Executive - Channel Enablement and Maintenance (Night and Overnight) - GPS
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Role purpose:
Wholesale Servicing Operations is a part of DBS Operations and delivers a centralized operations utility for HSBC's Corporate Digital Channels (including HSBCnet, Host-to-Host Connect, and SWIFT net) supporting payments, cards, receivables, liquidity, trade, supply chain finance, custody, securities services, and money market trading solutions globally across Europe, Asia, Middle East, North and Latin America.
The team caters to CMB and GB&M customers of HSBC and provides service and support for the customer digital lifecycle across Channels, GTRF, and HSS products. It spans across 6 Global Service Centers (Bangalore, Guangzhou, and Mexico).
As part of customer onboarding, the Channel Enablement teams assist Clients with setup on eChannel payment platforms like HSBCnet and Connect. This entails adding users, accounts, payment & other services, and amendments to customer profile. These are critical due to complexity, aggressive and non-negotiable TAT with impact on revenue generation.
Governance and Committee Memberships:
Principal Accountabilities and Responsibilities:
- Acquire and update knowledge on procedures related to relevant process.
- Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
- Complete assigned tasks in the established timeframe as per the process benchmarks.
- Ensure that the productivity and quality levels are achieved as per the standards sent for the process.
- Proactively identify issues, if any, and escalate.
- Work productively, professionally and demonstrate ways to improve customer service.
- Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.
- Participate in team meeting / team activities and work towards sustaining team spirit.
- Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
- Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation.
- To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
- Meet targets on productivity and accuracy as per the targets and metrics defined for the process.
- Instructions/requests to be correctly interpreted, understood, and implemented.
- Ensure that the process related procedures are implemented as per the process manuals.
- Ensure that fraud/errors/irregular transactions (if any) are identified and escalated.
- Issues/problems are effectively investigated and resolved or appropriately referred with recommendations.
- Acquire and update knowledge on procedures related to relevant 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.
Management of Risk:
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.
Observation of Internal Controls:
To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
Leadership & Teamwork:
- Support achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making
- Encourage and enable constructive cross-country and cross-business teamwork by demonstrating collaboration and matrix management in action and challenging actions and behavior that are not consistent with HSBC's diversity policy and/or the best interests of the business and its customers.
- Processing/completing work within agreed timescales. Ongoing monitoring and review of workflow and priorities are in accordance with procedures
- monitoring and achieving process productivity and quality targets, to ensure optimum resource utilization and achievement of business objectives and customer SLA’s.
- Initiative, lateral thinking and the ability to see things from a management perspective is crucial.
Functional Knowledge:
- Excellent communication skills – Verbal and written.
- High focus on proactiveness and ownership for tasks assigned.
- Attention to detail
- Proven track record of strong focus towards high levels of Quality and Customer Service
- Ability to multi-task, depending on the criticality of the tasks
- Self-motivated and should be able to work under minimal supervision
- Good team player
- Flexibility to work in different shifts including weekends
- Quick Learner
- Ability to understand and interpret numeric data
- Fast typing skills
- Basic understanding of computers/laptops
- Good interpersonal skills
Others:
- Participate 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 areas.
- Acquire and update knowledge on procedures related to relevant processes.
- All data requirements (timesheets, leave requests, absence requests and ad hoc process information) is completed and updated in a timely manner.
- Work productively, professionally and demonstrate ways to improve customer service.
- Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.
- Participate in team meeting / team activities and work towards sustaining team spirit.
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