Credit Services L7TL - HSBC Operations, Services and Technology - NHC/TKH

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:
 
Make sure daily volumes be completed and all PLAs be met;
Manage crisis situations and apply business contingency plan;
Handle migrations/ remigrations effectively;
Solve operational queries, ensure procedures up to date;
Lead the team to provide highest standard service, measured by customer satisfaction level, customer feedbacks (commendations and complaints);
Respond to customer requests and solve their problems in time;
Raise the bar of service level year on year;
Promote customer service excellence in general staff;
Boost team-work to achieve common business goals;
Recognize individual performance/strength and develop staff on career roadmap;
Communicate and motivate team members; organize team buildings, encourage staff to join company activities;
Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators;
Optimize daily resource planning;
Enhance multi-skill and cross-supports;
Encourage staff suggestions and experience sharing;
Drive process re-engineering, promote cost saving culture.