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Role Purpose
The Service and Operations job category will be required to undertake a range of customer service management tasks. Activities will include processing of various customer and Bank initiated requests or instructions, processing of all various activities which support the excellent delivery of service to our customers to support the frontline service journey. The development of efficient processes and activities will be a key activity to drive continuous improvement of service and operations. Coaching and development of team members to support the improvement of knowledge, skills and capability will also be a key element of this role.
Principal Accountabilities:Key activities and decision making areas
Impact on the business
Operations
·The job holder will be required to process instructions to create, amend, cancel or close existing products or services and/or the administration of products received from various stakeholders.
·Process remediation activity relating to various operational activities.
·Ensure there are no defects while processing instructions or remediations.
·Ensure timely processing of requests received through internal and external stakeholders , customers etc.
·Handle various digital tools like bulk data capture tools, Lite automation tools, macros etc for processing of various servicing requests / instructions as applicable.
Operational effectiveness and control
Major Challenges
·The jobholder is to process requests which are bank and customer initiated. Hence, jobholder will need to have thorough knowledge of established procedures and regulatory governances and guidelines.
·The jobholder will need to recommend as well as assist in reviewing existing branch processes, devise processes which realign the image of branches from merely a transactional outlet to an advisory unit.
·The job holder will be part of projects which will have stringent deadlines.
·The jobholder also needs to interact with other departments like INM BRCM/ CVM /INM CMP/LGA/Internal Control/CMB/MKT/Six Sigma and CPU regarding implementation of policies, systems and new initiatives.
·The job holder requires the ability to handle multiple tasks within specified timelines.
·The job holder requires Good People Management skills.
Role Context
·Processing of servicing requests for HSBC Customers.
·Coaching and development of colleagues to improve skills and capability
·Use knowledge of products, processes and procedures to address customer needs both through the team and individually
·Support frontline colleagues to deliver service to customers at first point of contact through the reduction of operational requirements
·Provide guidance on transactions and ensure that all work is processed in accordance with the established and documented procedures
·Continually evaluate processes and procedures to support improved efficiency and effectiveness of operations
·Development and maintenance of Operational Management Information
·Carry out unit administration activities
·Ensure excellent satisfaction is achieved through leading a team within its remit to consistently deliverexcellent service for both internal and external clients
Management of Risk
·Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.
Demonstrates leadership on regulatory and compliance matters. Maintains awareness of risk and minimizes the likelihood of it occurring through its identification, assessment, mitigation and control.
اطلب مساعدة الخبراء لكتابة سيرة ذاتية مميزة.