Payment Services and HSBCnet L7IC - HSBC Operations, Services and Technology - TKH/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:

· Participates in HSBC change initiatives to achieve personal and business goals.(e.g. process improvements or changes in procedures);
· Leads by example through service excellence and driving Quality initiatives for improved customer satisfaction;
· Works collaboratively and communicates persuasively, emphasizing teamwork, diversity, learning and knowledge sharing;
· Is self aware and takes ownership of own development;
· Demonstrates a high degree of commitment to HSBC and drivers self to achieve business and personal goals, overcoming obstacles as they arise;
· Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence;
· Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer and customers are kept fully informed of progress;
· Is flexible and resilient when dealing with ambiguity and pressure;
· Builds HSBC's customer base and promotes HSBC's products and services;
· Encourages others to deliver outstanding customer service and enhance customer loyalty and satisfaction;
· To assist the management team while initiating business recovery measures;
· To minimize operational losses, potential fraud through complying with internal audit and staff feedback mechanisms. Work is processed / completed within agreed timescales, in accordance with procedures;
· Process productivity and quality targets are achieved. Issues/problems are fully analyzed and resolved or escalated. Appropriate action is taken to prevent recurrence;
· Is fully aware of and implement procedural changes/new initiatives. Works collectively and consistently to maintain a high level of customer service by achieving established SLAs.

Desired profile

·  Comprehensive domain knowledge of the specific process / products;
·  Profound experience in complex process and / or customer request/queries handling;
·  Fluently writing and verbal communication in English and Chinese;
·  Good interpersonal skill, presentation skill and coaching skill;
·  Good decision making skill, sound analytical skill, and ability to maintain focus / prioritize while working with voluminous data / tasks.

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***