CCSS Sr. Site Admin - People Experience Ops (AMH) - HSBC Operations, Services and Technology - NHC

Job description

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:

Impact on the Business
· Audit all payroll and overtime tasks
· Operational site support, resourcing, administration, diary management, handling of confidential information, IT Helpdesk.
· Validate appropriate documentation for new hires as required to ensure on-boarding process is completed as outlined by HR and Operations (i.e. new hire forms, files, system access requests, badges etc).
· Validates accuracy on all access profiles creation/changes/resets for the site on different applications (more than 20+ where necessary).
· Conducts random audits on employee files, to ensure it accurately reflects current employment status.
· Quality checks all business recovery documentation to ensure this is accurately maintained.
· Support of operational resourcing requirements.

Customers / Stakeholders

· Business Information Risk Officers (BIRO) representative to Contact Centre to consolidate, review and provide feedback to relevant RBWM stakeholder
· Audit all required systems and documentation as required to track agent's daily attendance to ensure real time adherence team can make adjustments as required to preserve service levels to our customers
· Coordinates system safety checks as required
· Edits clarity of communication through all forms of communication provided (email, correspondence, verbal).
· Fast and effective service in respect of administrative duties, diary management, queries, IT support.

Team Development & Leadership
· Maintains a high level of understanding of how the site operates, who is responsible for certain areas and how to accomplish tasks with limited time.
· Contributes to a robust team environment where skills and knowledge is openly shared to achieve team and business goals.
· Manages the floor as directed by management or as required during incident management
· Handles errors/findings with the upmost professionalism while driving performance higher
· Coordinate changes to management rosters as required by business need or as requested by management.
· Timely communication of information.
· Ensuring accurate output from Site Administrator I.

Operational Effectiveness & Control
· Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres
· Maintains HSBC internal control standards and key operational documents, ensuring up-to-date.
· Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres
· Check potential security risks escalation process is followed.
· Manages key records and returns.
· Complete expense reports for management in accordance with authorisation guidelines and current procedures
· Ensure all potential risks regarding security are escalated through the correct channels in a timely manner.
· Oversee all audits of Log-On to include Diary watch to ensure that the correct access is given to individuals.
· IT Helpdesk systems knowledge.

Desired profile

Qualifications :

Knowledge/Experience


· 
A relevant degree is desirable not necessary, dependent upon the prevailing local market conditions

· 
Minimum 2 years experience in quality control, operational auditing or management role in a high complex environment

· 
Advanced level, knowledge in word processing, spreadsheets and MS Office applications

· 
Excellent oral, written, and interpersonal communication skills. Able to communicate clearly and confidently with Management at all levels

· 
Excellent problem solving skills and attention to detail

· 
Ability to adapt in a dynamic and fast-paced environment

· 
Must have proven ability to rapidly develop and deploy solutions to support programs/initiatives

· 
Ability to work well within a team and take the initiative to work independently when required

· 
Sense of urgency and ability to take on tasks and manage them alone with excellence

· 
Excellent organization skills

· 
Flexible approach to working hours

· 
Proficient in English and local language

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***