Global Payment Solutions

**HSBC Technology and Services**

HSBC Technology and Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency.

**Global Service Delivery**

Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.

**Purpose of Department**

The GLCM Operations COE is part of HOST 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. Over 700 million payment transactions valued at over $10 USD trillion is processed through the channel annually.

The team caters to CMB and GB&M customers of HSBC and provides service and support for the customer digital lifecycle across GLCM, GTRF, and HSS products. It spans across 5 Global Service Centers (Bangalore, Hyderabad, Guangzhou, Kuala Lumpur, Krakow and Cairo) and 1 Onshore Operations Service Centre (Mexico). The COE focusses on wider business activities performed by GLCM Client Management, including Client Implementation, and Client Servicing activities.

The Client Servicing team in GSC Bangalore supports Tier 1 to 3 clients on queries related to channels, payments, account services through Mails. Team also supports different type of enquiries and follow-up on amendment/ cancellations, return funds, charge details, training, troubleshooting file upload issues, statement retrieval etc.

**The Opportunity**:

- Accountable for performance of the team and all that they do, contributing to the successful delivery of ‘Best in Class’ standards whilst remaining within key operational performance parameters (customer experience, & operational productivity targets)
- Understand Management Information, and build action plans to improve service levels and team performance through training, coaching and people development
- Plan and prioritise work appropriately considering importance, urgency, customer and business impact
- Manage stakeholders at country and regional levels, providing them with required MIS and action plans for hot spots

**What you’ll do**:

- Complete accountability of performance management for a team with spans between 12-15
- Own and manage escalated customer concerns and complaints for the team
- Champion and embrace change and innovation within the team
- Demonstrate ownership and common sense with all that you do, sharing best practice across teams and peers
- Understand and translate the immediate business/function strategy into actions for your team
- Work independently with mínimal supervision
- Good on MS excel and able to support on different MIs
- Ability to write business letters and reports
- Adhere to local regulations and programs around ‘Treating Customers Fairly’

Requirements

**What you will need to succeed in the role**:

- Have a positive, can-do attitude with a desire to get things right first time every time, and work around limitations
- Experience of coaching, mentoring, developing others
- Able to motivate the teams and develop a culture of empowerment
- Strong Customer Orientation and passionate about delivering superior customer service
- Ability to anticipate future stakeholder needs and take actions today
- Good knowledge of Excel and PPT and able to work on various MIs and presentations
- Fluent command of written and spoken English/French languages

**What additional skills will be good to have?**
- Good interpersonal skills with the ability to build and maintain working relationships with Business Partners / Stakeholders
- Strong Team Player with an ability to drive and motivate self and others
- 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.

**You’ll achieve more at HSBC**

**Issued By HSBC Electronic Data Processing Private LTD