Global Service Executive

Job title: Global Service Executive

This role is unique as an associate works with highly demanding skillset to support end to end process for HNW clients under Global Private Banking. A range of activities are performed to service the clients including Banking, Payments, Account Opening/Servicing, Settlements, Corporate Actions & Private Equity etc. across multiple regions. Provide high quality service to achieve maximum customer satisfaction by processing the customer instruction and resolving their queries. The position requires working closely with various business units including Front Office, Administrators and Onshore Middle Office Support teams.

In this role, you will:

Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)

• Complete all the requests in accordance with available DIMs.
• Responsible for one’s own performance. Required to ensure that the service levels are maintained at its optimum level.
• Conduct research to resolve discrepancies to satisfaction of all parties and within established procedures and regulatory guidelines.
• Disseminate relevant account details to Front Office Managers in concise, timely fashion when requested.
• Prompt and accurate resolution of any reconciliation breaks.
• Reply and attend to enquiries/feedback for internal/external clients.
• Comply with Policies and Procedures and established guidelines of the FIM and procedures.
• Represent the bank in a professional manner whilst following up with various stakeholders.
• Ensure all enquiries are handled appropriately within assigned authority levels and escalate other enquiries to appropriate parties.
• Provide back up support for other peer groups within the Team.
• Assist with special or Ad hoc Reporting and Projects.
• Responsible for achieving individual targets and goals whilst maintaining quality and compliance.

Leadership and Teamwork 

• Participate in team meeting / team activities and work towards sustaining team spirit.
• Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.
• Support achievement of team objectives & participate in in development of cohesive teams.
• Contribute to the creation of a supportive work environment driven by people centric values.
• Build professional relationships with colleagues in other areas.
• Follow the Group Values and Behaviours (Open, Connected, Dependable), support colleagues and customers to deliver superior customer service through these values.
• Excellent Team player

To be successful you will:

Functional Knowledge

• Communication – the ability to communicate and understand complex issues.
• Analysis/strategy – the ability to analyse complex issues and identify solution to improvement customer experience.
• Understanding of products and services offering within Wealth.
• Proactively manage customer experience by:
• Reduction of repeat errors and incidents by displaying continuous improvement.
• Submit customer journey improvement ideas on Idea HUB/other platforms.

Others

• Knowledge of and implementation of the Group compliance policy, Operational Risk and SOX (Sarbanes- Oxley Requirements) as applicable for the Business / Function
• Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external 'regulators.'
• Implement the Group Compliance Policy as applicable to your role in conjunction with the relevant laws, rules, and codes with which the business has to comply within the country you reside and in relation to the countries migrating work to assigned GSC.
• To continually re-access the operational risks inherent in the business, ta account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures and the impact of new technology in conjunction with the donor Group companies.
• Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centers & 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. 

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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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