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HSBC Operations, Services and Technology
HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency.
HOST combines global expertise and technology to help keep us ahead of the competition.
Global Service Delivery
Within HSBC Operations, Services and Technology, Global Service Delivery is a leader in the development of services and processes that are designed around the customer and enable the firm to demonstrate to regulators that its processes and ways of working will deliver consistently high standards of compliance.
Every day, customers all over the world are paying bills, buying homes and setting up companies and every day, Global Service Delivery teams are making sure all this happens smoothly.
We are currently seeking an ambitious individual to join this team working together with colleagues to define, manage and achieve divisional business targets.
In this role, you will :
Effectively drive and manage change to achieve business goals. (eg : process improvements / changes in procedures)
Implement cross training plans taking into account the Global Contingency requirements, Staff Banding progression and Operational requirements and striking a balance among them
To have a tight control on operational losses, potential fraud through strong internal audit and staff feedback mechanisms
Work is organized and processed / completed within agreed timescales, including ongoing monitoring and review of workflow and priorities, in accordance with procedures
Process productivity and quality targets are monitored and achieved. Issues / problems are fully analyzed and resolved or escalated.
Appropriate action is taken to prevent recurrence
Procedural changes / new initiatives are fully communicated to and implemented by the team. Team members consistently maintain a high level of customer service by achieving established PLAs
Management Information, other required data and communication are completed accurately and supporting statistics / reports / returns are presented within agreed timescales
Maintain equipment, systems and general work environment in good condition and ensure that issues / problems are investigated / resolved immediately or escalated to Line Manager
Provide BOP Daily Reporting Service, including
Verify the information for BOP declaration in accordance with SAFE’s requirement and operation procedures, ensure all the outputs are in line with SAFE timeline and SLA requirements.
Complete processing work in accordance with established procedures and standards within the required, meet targets on productivity and accuracy within stipulated time frame.
Check exceptional reports on LDWS system. Work with on shore to solve the exception case and ensure the outputs can upload to SAFE successfully.
Contact internal parties and take necessary actions for handling exceptional cases, including clarify BoP code or narrative, updating operation tips
Responsible for day-end quality check to ensure BoP report quality.
Consolidate PFS daily report and ensure all the outputs are in line with SAFE timeline and SLA requirements
Mentor other team members
Assisting supervisor to identify training needs for team members, coach junior staff on day-to-day operational basis.
Planning and prioritize jobs to subordinates in accordance with their abilities and experience to ensure fraud / error / irregular case can be identified and escaped timely.
Keep close communication with peers, supervisors and Branch Ops processing teams, to maintain good relationship with internal and external customers to smooth the daily operation
Lead by example through service excellence and driving Quality initiatives for improved customer satisfaction
Monitoring Service Quality’ of the team to ensure high Customer Service Standards and drive rigorous customer centric quality Campaigns / initiatives to increase Quality awareness in the team.
Recognize, reward and set high internal service excellence benchmarks to ensure customer satisfaction
Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence
Drive staff development through soft skill training, personal development plans and performance management reviews,
Motivate and develop team members to meet business objectives
Create robust team environment where skills and knowledge is shared to achieve team and business goals
Brief team members regularly and ensure that they are made aware of individual / department performance targets and achievements
Knowledge and experience is shared with team members, providing assistance on referred / technical issues
Progress reviews on performance are undertaken within agreed timescales. Advice and guidance is given in a constructive manner
Build up positive team moral, identify and solve the staff problem in the very beginning. Manage up / out the related staffs, set up the appropriate development plan for the potential staff.
Increase the GPS score.
To motivate and ensure effective development of individuals in the team for succession planning
Develop positive relationship with BP, keeps close communication with BP on the need basic.
To continually reassess the operational risks inherent in the business taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
To implement 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 comply.
Knowledge & Experience / Qualifications (For not the role holder. Minimum requirements of the role.)
Abundant knowledge on BOP reporting and FCY payment.
SAFE / PBOC regulation on return and reporting,
English both in oral and writing
Fair understanding of the specific process / products
Experience in handling process and / or customer request / queries is preferred
Good interpersonal skill and teamwork spirit
Careful and sensitive to data
You’ll achieve more at HSBC.
HSBC is 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.
Issued by HSBC Electronic Data Processing (Guangdong) Ltd. GSC China