Junior Service Desk Quality Lead./IT Infrastructure Delivery

Job description

Global Service Delivery

Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.

Purpose of Role

· Actively monitor calls and non-voice contact different work flows to ensure that PLAs are met. Check and handle discrepancies in the daily counts/productivity/Business Integrity for the team.

· Perform quality checks for the work done by the team on a day-to-day basis and effectively deliver feedback. Handle escalations and assist the team through knowledge sharing and handling difficult issues.

· Acquire a thorough understanding of the process procedures. Review current practices, initiate process improvements to better quality targets and improve performance.

· Work with quality teams across Global Helpdesk regions and business partners and ensure agreed initiatives are implemented.

· Daily/Weekly/Monthly meets and contributes in achieving the quality targets of the team.

· Work on enhancing the Knowledge function and promote Self-help.

As a part of our Global Helpdesk Team, your key responsibilities are

Principal Accountabilities: Key activities and decision making areas

Typical Targets and Measures

Impact on the Business/Function

Supervision & Service Delivery – Actively monitor calls and NonVoice contacts, provide constructive feedback and ensure that quality targets are met on a daily basis; regularly perform quality checks on calls and efficiently deliver feedback; handle escalations, communicate procedural changes to the team, work closely with new hires; work on feedback and show improvement; contribute to Global Helpdesk by improving team performance in terms of quality; knowledge and self-help drive.

Customers / Stakeholders

Operational & Functional Reporting – report daily activity, send weekly/monthly team performance report– provide team/individual quality metrics and chart out the progress/trends; take inputs from quality survey and action as necessary;

Support HSBC's quality improvement initiative to capture and service the needs of its customers. Evaluate performance of Service Desk operation to others in its worldwide operation. Through analysis and remediation of customer survey responses, data is shared and compared to mature customer relationships, promote best practices for process and constant improvement.

Leadership & Teamwork

Team work – Interact well with peers, superiors, people from other support areas and business partners; work towards improving team bonding; actively participate in daily devotionals, weekly/monthly meetings, other team get-togethers and conduct them in the absence of line manager; support team projects; serve as a resource person to the team/ line manager; contribute towards new joiners' learning curve;

Learning & Development – Complete all the mandatory courses on campus as assigned by the line manager; take up additional courses in line with the process/role requirement.

· Professionalism through actions

· Building rapport and credibility with my peers, customers and management

· Working above the line with a can-do attitude

· Exercise good judgment, competence and courage in decision making

· Display unwavering support and commitment for corporate and/or departmental direction

· Referencing challenges in the positive light and being a champion to change

· Motivate and inspire team members

Operational Effectiveness & Control

Audit Adherence – Should adhere to the compliance/ audit requirements set and communicated by the GSC management; keep the confidentiality of sensitive information of users; ensure breach of confidentiality is immediately bought to the attention of the line manager;

· Adhere to the audit & compliance procedure for:

· BCP - reciprocal documentation, performance during testing & actual scenarios

· Nil Regulatory breaches

· Nil repeat findings, closure of audit findings in a timely fashion and nil instances of 'unsatisfactory' audits

· Mandatory training.

Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities)

· Staff turnover on the service desk tams means that there needs to be an ongoing cycle of training.

· Consistent implementation of Total Quality Management model across all the service desk teams.

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

· Ensure adherence to process standards of incident logging and using knowledge base.

· Work with the Team and Team-Leads towards improving customer satisfaction levels.

· Work with business partners to ensure continuous improvement.

· Work with quality teams across regions and business partners and ensure agreed initiatives are implemented.

Management & Leadership of Regulatory, Compliance & Operational Risk (Operational Risk / FIM requirements)

Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section B.1.2 of the Group Operations FIM.

Observation of Internal Controls (Compliance Policy / FIM requirements)

Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators. Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimizing relations with regulators

Desired profile

Qualifications :

Qualifications: Skills / Experience Required

· Excellent verbal and written communication skills.

Total Quality Management understanding.

· Minimum of 3 years of experience in IT/Technology.

· Quick learner with an ability to share and transfer knowledge.

· Ability to understand, work with and interpret numeric data;

· Good planning, organizing, coaching and prioritizing skills.

· Ability to build and maintain cordial relationship with users, peers and people at all levels using diplomacy, judgment and interpersonal skills.

· Minimum of one year's Information Technology/ IT Service desk experience or equivalent.

· Bachelor's degree in Computer Science, Management Information Systems, Engineering, related technical field or equivalent experience.