ASSISTANT MANAGER - PROCESSING

Why join us? 

Our Global Service Centers are an integral part of Banking Operations. Employees based there manage day-to-day customer transactions and processes for the global businesses. This includes catering to CIB COO & CMB COO that provide services and support to CMB customers including Mandates Processing, Channel Administration and Account Maintenance across UK Market. 

The Opportunity: 

CIB wholesale Team in GSC Colombo provides Services including Complex queries on Mandates Processing, Channel Administration and Account Maintenance. We acquire a good understanding of processes assigned to; allocate tasks on a daily basis to the team consisting of Customer Service Executive(s) and Account processor(s). Handle escalations from Business Area, resolve queries and support team to handle customer queries / issues effectively. Plan capacity and perform volume analysis through effective allocation of resources. Produce, interpret and analyse Management Information (MI). Ensure compliance as per audit requirements by performing the required audit checks for the process. Provide leadership to team assigned in-line with the group and company policies and standards.

What you’ll do: 

We are currently seeking ambitious individuals to join this team in which you will:

• Responsible for ensuring that the quality and productivity standards are maintained
• Responsible for ensuring that all the completed applications are submitted on or before the closing date
• Responsible in meeting all the KPIs both during learning curve and at BAU stage
• Ongoing interaction with all major business functions to drive business performance and achieve strategic objectives.
• In achieving these results, the job holder provides business leadership, technical subject matter expertise, commercial influence, guidance and recommendations to a multitude of functions.
• Acquire broad understanding of processes assigned and drive the team to deliver as per the agreed SLA.   
• Efficiently understand stake holder requirements and deliver within the agreed TAT’s.
• Facilitate continuous improvement through the identification, implementation and sharing of best practice in conjunction with peers and line management to enhance customer experience.
• Build professional relationships with colleagues in other areas
• To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
• To continually re-assess the operational risks inherent in the business, taking 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
• Perform timely activities such as day to day quality reviews/checking of queries processed by the Team & update all relevant MI’s to confirm completion of reviews and errors identified
• Escalate any potential issues towards entries processed.
• Acquire and update knowledge on procedures related to relevant processes.
• Maintain high quality standards and avoid rework within the stipulated time frame and defined SLA’s whilst meeting the needs and expectations of customers by ensuring that escalations and complaints are handled in a timely manner.
• Effectively cascade any process related communication such as procedure changes, updates etc., to all related stake holders. Also provide structured coaching on an on-going basis to help improve individual operator performance by conducting huddles and timely feedback which is duly signed off.
• Act as a process expert and extend support to the operations team by facilitating best practices with various initiatives like process re-engineering, training in conjunction with peers and line management.
• Ensure that the team continue to meet all PLAs – cut-offs, quality, Audit & Risk, OOE, & mitigate any operational losses, etc.
• Work independently while establishing effective relationships across all locations to drive a “Joined Up” approach.

What you will need to succeed in the role: 

• Support achievement of team objectives.
• Participate in development of cohesive teams.
• Foster development of co-workers.
• Contribute to the creation of a supportive work environment driven by people centric values.
• Build professional relationships with colleagues in other areas.
• Experience in handling UK operations in a hybrid working environment (E)
• Flexible to working in shifts, including night shift
• Weekend Working: Weekends (Saturday and Sunday) are regular working days, week offs are between Monday to Friday.
• Excellent communications and coaching skills, particularly competent with English written and spoken skills. (E)
• General inquisitiveness with a willingness to learn and challenge the status quo where appropriate (E) 
• Ability to learn quickly, transfer knowledge appropriately, understand and interpret numeric data. (E)
• Evidence of good analytical, statistical and data mining skills to study trends and make projections. (D)
• Production management skills and ability to initiate process improvements. (E)
• Good organizational skills and ability to work with minimal supervision. (E)
• Ability to be proactive in projecting and handling crisis situations and taking appropriate / timely decisions (E)
• Aptitude to work well under pressure with high degree of accuracy (E)
• Experience in handling UK Customer/Stakeholder/BA calls (E)

What additional skills will be good to have? 

• Experience in BMM, Document Viewer, FVQ Insight, COGNOS, Strong MS Office Skills (Excel, PowerPoint, Word)