Some Careers Have More Impact Than Others.
If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be.
HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
We are currently seeking an experienced professional to join our team in the role of
Payments Team Leader
Business: Payments Business Services
Principal Responsibilities
Leadership and Team work
- Effectively drive and manage change to achieve business goals.
- Lead by example through service excellence and driving Quality initiatives for improved Customer Satisfaction.
- Strike balance among Task, Team and Individual to inspire and influence Staff to bring in their best
- Knowledge and experience are shared with team members, providing assistance on referred / technical issues.
- Advice and guidance is given in a constructive manner
Customer service and problem resolution
- Monitoring Service Quality of the team to ensure high Customer Service Standards.
- Drive rigorous and Customer centric Quality Campaigns and initiatives to increase Quality awareness in the team.
- Recognize, reward and set high internal service excellence benchmarks to ensure customer delight.
- Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence.
- Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer.
- Customers are kept fully informed of progress.
Operations
- To co-ordinate and assist the management team while initiating Business recovery measures.
- 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. The term compliance embraces all relevant laws, rules and codes with which the business has to comply within India and in relation to the countries migrating work to the assigned GSC.
- 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.
- Implement cross training plans taking into account the Global Contingency requirements, Staff Banding progression and Operational requirements and striking a balance among them.
- Ensure Knowledge retention in the section by reinforcing concepts through continuous staff training. (To address the effects of Attrition)
- To have a tight control on Operational losses, potential frauds through strong internal audit and Staff feedback mechanisms.
- Work is organized and processed / completed within agreed timescales, including ongoing monitoring and review of workflow and priorities, in accordance with procedures
- Work is distributed / duties allocated between individuals in accordance with their experience / ability.
- Process productivity and quality targets are monitored and achieved.
- Issues / problems are fully analyzed and resolved or escalated. Appropriate action is taken to prevent recurrence.
- Procedural changes / new initiatives are fully communicated to and implemented by the team.
- Team members consistently maintain a high level of customer service by achieving established SLAs.
Completion of records and Management Information
- Management information, other required data and communication are completed accurately and supporting statistics/reports/returns are presented within agreed timescales.
Housekeeping
- Maintain equipment, systems and general work environment in good condition.
- Issues/problems are investigated or resolved immediately or escalated to Line Manager
Requirements
- 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,
- Make projections and to interpret numeric information. (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. (E)
- Production management skills and initiate process improvements. (D)
- Exposure to Payments processing environment. (E)
- Details understanding of Payments, payments work flow, payments processing (including channels/manuals inwards/outwards),- (E)
What additional skills will be good to have
- Knowledge in GWIS/HUB/GPI/TLM/GMG/GPS/On Demand (E)
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.
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