Job Description

Some careers open more doors than others.

If you're looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Role Purpose

Handles general customer contacts in a contact centre environment typically on a Multiple products and or proposition. Provides high quality service to achieve maximum customer satisfaction by ensuring the completion of VCIP journey at first contact, where possible. Takes ownership and initiative to complete steps involved for resolution. Responsible for achieving individual key performance indicators whilst maintaining quality and compliance.

Principal Accountabilities

Impact on the Business

Video KYC enable customers to submit their KYC information through a video call from any place of their convenience ensuring compliance, faster on-boarding and minimize time to revenue. Video KYC facilitates in improving the customer experience while saving on KYC cost.

Customers / Stakeholders

Provides excellent customer service to customers by face to face interaction with trained official to expedite the KYC process.

Leadership & Teamwork

Acts as a role model for our Group Values and Behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values Values diversity amongst team

Operational Effectiveness & Control

Maintains HSBC internal control standards Complete all mandatory and recommended LMS modules on time Comply to all relevant AML regulations & Global Standards Performing Customer Due Diligence as per the laid down guidelines in SOP.

Major Challenges

Changing performance parameters (e.g. Scorecard changes) Understanding updates on procedural changes and compliance Achieving customer excellence in every contact

Role Context

The role operates within a WPB and interacts with HSBC local customers, the post holder must have the ability to deal with different process, where applicable

Management of Risk

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 4 of the Group Operations FIM.

Observation of Internal Controls

Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner. Fosters a compliance culture within the team, managing compliance risk and ensuring that the necessary training is completed. Optimizes relations with regulators.

Role Dimensions

The role is not authorized for any approvals outside of system allotted entitlements

Qualifications

Minimum Graduation or as required for the role, whichever is higher Must be proficient language(s) required by the process Open to working flexible shifting schedules Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development Takes pride in delivering what is promised in line with the customer and service expectations Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order Ability to work in a high-volume, fast paced environment is required Proficiency with personal computers and basic software packages and specialised applications Excellent communication skills and is polite and friendly at all times Displays patience and empathy


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.



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Issued by The Hongkong and Shanghai Banking Corporation Limited, India