Customer Service Executive

Role Title: Customer Service Executive

Global Career Band: 8 

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 Wholesale Client Account Servicing within Service Delivery provides services to support the Wholesale lines of business across for  Asia Pacific Markets. The primary purpose of this department is liaising with onshore stake holders for bank initiated and customer imitated requests for  Mandates processing, Account Maintenance, Account Closures, Account Opening, Client Amendments, Client Data Requests, Audit Confirmation.

The Opportunity

WCAS Account Opening & Maintenance Asia Pacific Team in GSC Colombo provides Services including Complex queries on Mandates processing, Account Opening and 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). 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 the role of Customer service executive. In this role, you will:
• 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.
• Ensure that each call / work is completed in accordance with established procedures and standards.
• 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.
• Meet the needs and expectations of customers by ensuring that escalations and complaints are handled in a timely and appropriate manner.
• The incumbent is expected to maintain oversight to ensure Bank’s reputation is protected.
• Facilitate continuous improvement through the identification, implementation and sharing of best practice in conjunction with peers and line management to enhance customer experience.
• Should be result oriented and flexible to changes.
• Build professional relationships with colleagues in other areas
• Exhibit ownership of the business.
• 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 implement the Group Compliance Policy as applicable to your role in conjunction with the relevant Compliance Department.
• 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
  Work independently while establishing effective relationships across all locations to drive a “Joined Up” approach.

What you will need to succeed in the role: 

• Flexibility in working in morning shift in a hybrid working environment (E)
• Strong communications, 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)