HR Service Delivery - HRDirect - 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
· Handle tier 1 inquiries efficiently and on first contact when possible, using appropriate knowledge management tools
· Abide by documented quality guidelines when handling inquiries
· Ensure optimal service levels by following operational procedures related to scheduling and attendance
· Collect and share best practices and feedback from employees for continuous process improvements

Customers / Stakeholders
· Use a professional and employee-focused approach to handle inquiries; ensure a quality customer experience by using soft skills and empathy to diffuse difficult situations; ensure excellent verbal and written communication skills are exercised at all times
· Handle multi-country and multi-product inquiries with accuracy and confidence
· Help customers navigate through Tier 0 (self-service) tools and functionality
· Understand scope of services and escalate to tier 2 when appropriate

Leadership & Teamwork
· Demonstrate a consultative approach and build effective relationships with peers and other HR professionals
· Act as a role model for HSBC values and demonstrate the highest level of personal and ethical behavior
· Seek feedback from customers and stakeholders on a regular basis in order to develop more effective solutions
· Mentor new joinees

Operational Effectiveness & Control
· Mitigate operational and financial risk by ensuring compliance to policies, procedures, and controls
· Utilize knowledge management systems to ensure familiarity with applicable laws and compliance regulations
· Ensure company and employee privacy, where appropriate, including confidentiality and protection of sensitive employee information
· Contribute toward translating employee feedback into operational recommendations and outcomes

Desired profile

Qualifications :

Knowledge & Experience / Qualifications:

·  2+ years customer service and/or call center experience
·  1+ years Human Resources Contact Center experience or equivalent
·  Must be proficient in language(s) required by the process
·  Open to working flexible shifting schedules
·  Must be customer focused and have the ability to thrive in a team environment seeking feedback and open to development
·  Ability to work in a high-volume, fast paced environment is required
·  Proficiency with personal computers and basic software packages and specialised applications
·  Peoplesoft experience preferred
·  Excellent verbal and written communication 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***