Some Careers grow faster than others. If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.
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.
Role Purpose 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 :
Maintain and improve the delivery of superior customer service by actively driving operational performance, (meeting PLAs, maximizing, operational efficiency and reducing operational risks);
Responsibility for resource management and work allocation taking into consideration absenteeism, and utilisation of cross trained resources to ensure GSC / BS is staffed to meet the strategic objectives of the business;
Facilitate adequate and timely cascading of all procedural changes to avoid non compliance with agreed procedures;
Ensure nil instances of sanction breach / WOLF violation received;
Identify opportunities for sustainable saves through process improvement initiatives as well as best practice sharing;
Ensure that the customer is at the heart of everything we do both personally and as an organisation by driving a customer centric culture;
Monitor service quality standards and set benchmarks for high performance;
Monitor pending items queue / referral queues to ensure closure on aged items and escalating where appropriate;
Proactively identify problems and effectively work to resolve them sharing best practice with other TRF BS teams;
Ensure timely and accurate communication of MIS to Business Partner;
Lead a highly motivated and skilled team, where skills and knowledge openly shared, which allows GSD to meet the business objectives;
Build and maintain good working relationships with Business Partners, operate in an open and transparent way being fully accountable for supporting their business;
Support other Business Service initiatives in driving operational change programmes;
Be aware of issues within teams and resolve or escalate in appropriate and timely manner;
To provide a platform to enable Group companies to significantly reduce their operating costs whilst maintaining customer service standards;
To continually re-assess the operational risks inherent in the business donor Group companies and share best practice;
Be responsible for effective deployment and tracking of eSac cards and business related audit / end of Day checks;
To be aware of the nature of our customers business / trading patterns and alert to any out of the ordinary transactions, which should be escalated to Senior Management;
To be fully conversant with FIM, anti money laundering, sanctions and internal procedures / polices and regulatory requirements of our business.
3+ years experience in Global Trade and Receivables Finance operations;
Good International Trade experience and background required, working knowledge of the Trade business and industry standards such as UCP / ISBP / ICC OPINIONS / URR / URC and the ability to impart such knowledge to their team;
Experience in a TRF approval role and playing a lead role in organizing the resources of the team in order to deliver superior customer service;
Ability to maintain control, direction and motivation in an ever-changing environment;
Understanding of process re engineering and production management skills.
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