Client Onboarding Checker

Why join us? 

Our Global Service Centers are an integral part of Global Operations. Employees based there manage day-to-day customer transactions and processes for the global businesses. This may include transactions for our retail bank such as processing loans, credit cards, insurance, and mortgage applications, opening new accounts, and managing customer enquiries through contact centers and digital platforms. 

The Opportunity: 

Cards and Loans Business Services in GSC Colombo provides Cards and Loans account opening, servicing including disputes handling, complex chargebacks, fraud claims and recoveries for multiple regions. Acquire a good understanding of processes assigned to; allocate tasks daily to the team consisting of Customer Service Executive(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 analyze 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: 

Impact on the Business

•    Ensure timely review and update procedure documents.
•    Acquire in detail knowledge on all processing operations, Know Your Process 
•    Deliver process trainings and regular updates to the team by adhering to process guidelines.
•    Ensure all controls are reviewed with the line manager to review workflow and enhance service performance.
•    Take accountability to support staff in the capacity of an SME, to resolve complex problems while undertaking independent quality checking, approval activities.
•    Ensure that work is completed in accordance with established procedures and standards.  
•    Efficiently understand Cards & Loans requirements and deliver within the agreed TAT’s.
•    Produce MI, Trend analysis, Governance decks as part of BAU activities in a timely manner.  
•    Ensure RPA and Automation is supported by actively looking to streamline process activities.
•    Support achievement of team objectives and lead by example
•    Establish HSBC Values driven behaviour, demonstrating the same through employee engagement. 
•    Exhibit ownership of the business  

Customers/ Stakeholders

•    Review customer instructions accurately to achieve agreed quality standards and targets (as amended or notified from time to time) on all the processes worked. 
•    Act effectively on all customer feedback and ensure established MI is in place to monitor trends and actions.
•    Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank or pose risk to the bank. 
•    Respond to mails/queries related to process timely 
•    Ensure no Ops Losses (Actual, Potential or Near Misses) are incurred due to the errors made. 

Impact on process

•    Review enquiries in a timely manner to achieve agreed productivity targets 
•    Proactively contribute towards the completion of the enquiries within the agreed timescales 
•    Evaluate training needs and plan for them
•    Adhere to all the audit requirements 
•    Declaration of Secrecy/Data Protection Act/Health Safety and 
•    Security/Clear Desk Policy/ Other Process Specific Audit requirements/ Compliance issues/requirements and Undertake process specific checks, wherever applicable 
•    Adhere to Business area prescribed Online Modular Training & GR prescribed Modular Training 
•    Ensure compliance with audit requirements by performing audit checks / EOD checks as required by process, in line with business process requirements.
•    Facilitate continuous improvement through the identification, implementation and sharing of best practice in conjunction with peers and line management to enhance customer experience.

Leadership & Teamwork

•    To assist the manager in running the operations
•    Lead by example embodying the HSBC Values driven behaviour, conduct team huddles, employee engagement and recognition
•    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 providing input/support on management issues and deputising the manager during his/her absence.
•    All data requirements (e-TCS, leave requests, absence requests and ad hoc process information) is completed and updated in a timely manner
•    Plan for effective cross training taking into account the Global Contingency requirements, Staff Banding progression and Operational requirements and striking a balance among them.
•    Drive Staff Development through Soft Skill training, Personal Development plans and Performance Management Reviews.
•    Strike balance among Task, Team and Individual to inspire and influence Staff to bring in their best. Reward and Recognize service excellence.
•    Create robust team environment where skills and knowledge openly shared to achieve team and business goals and develop team members to meet business objectives.
•    Team members are regularly briefed and made aware of individual / department performance targets and achievements.
•    Knowledge and experience are shared with team members, providing assistance on referred / technical issues.
•    Progress reviews on performance are undertaken within agreed timescales.

Operational Effectiveness & Control

•    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.
•    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.
•    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.
•    Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.
•    Issues/problems are effectively investigated and resolved or appropriately referred with recommendations
•    By adhering to the group agreed processes / procedures – achieving a satisfactory Audit report.

What you will need to succeed in the role:

Knowledge on HSBC Bank Cards and Loans Opening and Servicing delivery services (E)
Working knowledge of HSBC Card Bank systems (MWS, BMM, Sahara, OHC, Cardpac etc.)
Process knowledge to complete QC, approvals and EOD tasks across HSBC Bank Cards and Loans opening & Servicing activities
Knowledge on HSBC Bank Cards & Loans Opening & Servicing activities (E)
Leadership skills, with ability to build rapport with and relate to and effectively develop a wide range of people. (E)                                                                                                                                                       
Ability to learn quickly, transfer knowledge appropriately, understand and interpret customer needs. (E)
Evidence of good decision making and analytical, statistical. (E)
Ability to speak and understand English fluently, write business letters and reports, and have good conversational / telephone skills. (E)
Experience in a processing environment. (D)    
Production management skills and initiate process improvements. (D)
Good networking skills to support strategic / system / policy changes (D)

What additional skills will be good to have?

Ability to speak and understand English fluently (High Voice) 
Good computer keyboard skills and knowledge on MS Excel is an added advantage.
Good organizational skills and ability to work with minimal supervision.
Training will be provided following online/ classroom methods. Selected candidate is expected to learn quickly and apply knowledge appropriately. 
Self-motivated, pragmatic (sense of urgency is a must)
Recognizes the need to escalate to management.