Offers “HSBC”

27 days agoHSBC


  • 广州市 (越秀区)
  • Teaching

Job description

Principal Accountabilities: Key activities and decision making areas

Typical KPIs and Targets

Impact on the Business [COMPLETE 3-4 AREAS]

· Risk control

· Co-ordinate and supervise operations

· Safeguard bank interest

· Monitor call

· To continually reassess the operational risks inherent in the business taking account of legal and regulatory requirements, operating procedures and practices, management restructurings

· S/he is able to co-ordinate and supervises the operations in the unit so as to ensure efficient processing of all Investigation, customer claims and dispute.

· S/he also supports implementation and on-going monitoring of the operations to ensure that the instructions are handled error-free as to safeguard the Bank's interest and prevent any litigation against the Bank

· Handle customer enquiry and monitor staff call to ensure excellent customer service delivery by the team member

Customers / Stakeholders [COMPLETE 3-4 AREAS]

· Customer service and problem resolution

· Customer satisfaction

· In accordance with procedure

l 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

l benchmarks to ensure customer satisfaction

l Ensure all instructions are performed in accordance with Department Procedure Manual and customer requirements within the service lead-time

l Potential Leadership & Teamwork [COMPLETE 3-4 AREAS]

l Potential Leadership

l Provide guidance to staff

l Motivate staff

l Completion of records and Management Information: Maintain equipment, systems and general work environment in good condition and ensure that issues/problems are investigated/resolved immediately or escalated to Line Manager

l Assist TL to supervise the operations of the provide guidance to subordinates on matters they cannot resolve by themselves

l Assist TL to motivate his / her subordinates through coaching, counseling and contributing to their development by providing job enrichment through job rotation / attending product briefing and monitoring their skill progression

Operational Effectiveness & Control [COMPLETE 3-4 AREAS]

· Control over loss

· Monitor productivity and quality

· Update procedure

· Assist TL 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 SLAs.

Desired profile

Qualifications :

Knowledge & Experience / Qualifications (For the role – not the role holder. Minimum requirements of the role.)

K nowledge

·  A post-graduate diploma or degree in any discipline. Higher qualification not a bar provided aspirations commensurate with the position


·  At least 3-5 years experience in management position with exposure to appraisals, counseling, team building and staff development.
·  Experience in a processing environment.


·  Potential leadership skills evidenced by achievement of objectives together with a track record of development of individuals with organization and planning skills along with the ability to handle capacity and MI reporting
·  Ability to build and maintain relations with business units and continuously give feedback by stringent follow up on service level agreements
·  Evidence of analytical, statistical and data mining skills to study trends, make projections and to interpret numeric information. Evidence of operational decision making and be able to provide analytical support to the teams
·  Experience of successfully managing and developing a team
·  Evidence of process management skills with an ability to initiate process improvements
·  Initiate cost control measures by achieving resource efficiency and managing overheads


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