Open positions: 01
Role Title: Assistant Manager Operations – e-Commerce HSBCnet Helpdesk
Global Career Band: GCB 7
Location (Country/city): India / Bangalore
Recruiter Name: Arnab Ray
Why join us?
The HSBCnet Helpdesk provides technical and consultancy support on HSBCnet to commercial and corporate clientele. Manages teams or an approved number of Full Time Employees (FTE) within their designated department supporting all product lines, partners and initiatives. Manages the daily operations of a contact and/or processing center ensuring that customers receive quality service through all channels of customer contact. Assistant Manager, Operations (AMO) ensures achievement of Performance Level Agreement targets, prevent and mitigate operational losses and utilize budget and resources within established requirements. AMO conceptualizes, develops and implements process management and improvement initiatives to sustain acceptable degree of required performance and achieve business.
What you’ll do: (List out Key Responsibilities):
Lead and motivate a team in a challenging environment.
Maintain exceptionally high customer service standards and strive to constantly meet and exceed highly challenging PLA parameters
Maintain balance between quality, productivity and strive towards increasing the customer satisfaction
Provide timely and effective feedback on performance against job objectives. Ensure the performance of the team is in sync with the set business targets.
Provide individual development plans and maintain records in line with set objectives.
Identify and escalate potential showstoppers.
Meet the needs and expectations of customers by ensuring that escalations and complaints are handled in a timely and appropriate manner.
Should be result oriented and flexible to changes.
Identify training needs and ensure development through various training courses available.
Works well with individuals within and between departments’ thus encouraging teamwork within and outside the team.
Effectively handle and address initial disciplinary and grievance cases referred by the line as per HR policy and procedures.
Ensure adherence to audit and compliance requirements.
Monitors teams’ performance.
Develops realistic and achievable strategies and action plans to address performance gaps, staffing requirements, staff morale, attrition rates, etc.
Coordinates with departments outside of Operations as necessary.
Ensure “Knowledge retention” in the process by continuously developing and training staff.
Ensures that necessary reports are delivered in a timely manner.
Review contingency requirements on periodic basis and implement relevant business recovery measures.
Carry out effective Operational Risk assessments by monitoring and implementing risk mitigating plans by escalating potential risks that may arise.
By making themselves familiar with the Business Continuity Plan (BCP) for the GSC.
Close monitoring of risk mitigation control via evidenced record i.e. EOD checks, error feedback, coaching in accordance to Business requirement.
Develops direct reports through various means, including timely feedback and coaching sessions.
Reviews performance management schemes and ensures it is appropriate and implemented accurately and consistently across sections. This includes personal development plans and recognition initiatives.
Completes progress reviews on performance within agreed timescales and provide ongoing feedback to senior management.
Facilitates focus group discussions to gather feedback and acts on current issues as appropriate.
Participates in site-wide initiatives and best practice sharing sessions
Assists in the implementation of the Group compliance policy locally by containing compliance risk in liaison with the Global Compliance Officer or Local Compliance Officer ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators; Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators
Requirements
What you’ll need to succeed in the role?
Strong Leadership skills.
Excellent Communication skills.
Strong Planning and Organizing skills along with the ability to handle capacity and MI reporting
Excellence in delivering Customer Service.
Ability to work under pressure with very challenging deadlines.
Self-driven.
Analytical reasoning and problem solving ability. Evidence of strong operational decision making and be able to provide analytical support to the teams
Ability to build relation with Business units and continuously give feedback by stringent follow up on service level agreements
Experience of successfully managing and developing a team in a previous role
Evidence of process management skills with an ability to initiate process improvements
Initiate cost control measures by achieving resource efficiency and managing overheads
What Additional skills will be good to have?
Knowledge of HSBCnet Helpdesk and Global E-Commerce is desired
Prior experience of having managed a team within HSBC or outside for at least 12 months is desirable.
Be flexible to work shifts able to provide support during business hours and where necessary even on weekends depending on the requirement.
Exposure to multiple systems with an inclination towards IT systems / Technology would be an added advantage.
Link to Candidate User Guide:
https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a
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.”
Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by HSBC Electronic Data Processing (India) Private LTD
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