Customer Service - Lending Services

Business : Lending Services

Open positions : 1

Role Title : Account Checker SME

Global Career Band : 8

Location (Country / City ) : Philippines / Manila 2 QZN

Recruiter Name : Edward Palma

Why join us?

Cards and Loans is a Business Service that helps process fraud and dispute transactions (among others) HBEU customers against merchants. Cards and Loans aims to consistently deliver excellent Customer Experience by processing customer requests in timely manner, ensuring other departments in the value chain accomplish their deliverables within customer expectations.

The Opportunity :

The jobholder has the responsibility to provide support to team leader, Conduct quality checking, training consistent with group and company policies and standards set by Global Resourcing, and HBEU Cards Issuing

The job holder is guided by the HBEU-VDC Management Team, Global Resourcing, Group Standards Manual and Group Operations FIM and local laws and regulations.

What you’ll do :

• Acquire a good understanding of processes assigned to; allocate tasks on a daily basis to the team consisting of Process Executives (PEs). Handle escalations, resolve queries and support team to handle customer queries / issues effectively. Plan capacity and perform volume analysis through effectively allocation of resources. Produce, interpret and analyse Management Information (MI). Ensure compliance with as per audit requirements by performing the required audit checks for the process. Provide leadership to team assigned, consistent with group and company policies and standards.
• To assist the manager in running the operations by providing input / support on management issues and deputising the manager during his / her absence.
• Work is organized and processed / completed within agreed timescales. Ongoing monitoring and review of workflow and priorities are in accordance with procedures by handling the impact of erratic workflows through effective capacity planning, leave management and process prioritisation.
• Process productivity and quality targets are set, monitored and achieved to ensure optimum resource utilization and achievement of business objectives and customer Service Level Agreements (SLAs) by Ensuring ‘Knowledge retention’ in the section by reinforcing concepts through continuous staff training. (To address the effects of Attrition)
• Establish and maintain effective relationship with customer business areas and identify areas of service improvements by driving rigorous and customer centric quality campaigns and initiatives to increase quality awareness in the team.
• Processes are regularly reviewed to identify improvements, which will enhance operational and financial effectiveness to have a tight control on Operational losses, potential frauds through strong internal audit and Staff feedback mechanisms.
• MI and other business data requirements are completed accurately and supporting statistics / reports / returns are presented to business / management within agreed timescales.
• Procedural changes / new initiatives are reviewed, fully communicated to and implemented by the teams under control through team briefings and section meetings
• Effective communication with peers in terms of best practice sharing to ensure that optimum use of resource is made across the sections and that a robust cross training plan is in place to multi skill operation teams by planning for effective cross training taking into account the Global Contingency requirements, Staff Banding progression and Operational requirements and striking a balance among them.
• To continually reassess the operational risks inherent in the business taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology by maintaining equipment, systems and general work environment in a good condition and ensure that issues / problems are investigated / resolved immediately or escalated to Line Manager.
• To implement Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term ‘compliance’ embraces all relevant laws, rules and codes by addressing any areas of concern in conjunction with line management and / or the appropriate department.
• To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators by adhering to the Group’s agreed processes / procedures – achieving a satisfactory Audit report.

What additional skills will be good to have?

Knowledge

Experience

Skills

Link to Candidate User Guide :

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(Or)

Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar.

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You’ll achieve more at HSBC

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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