- We are one of the best in class contact management capability of HSBC in which we take care of end to end Dialer executions and requirements of Sales, Collection and Fraud Operations under the WPB business for all major regions across globe.
- This opportunity can make you part of our WFM capabilities and get to contribute in bringing efficiency for service delivery across HSBC.
- The collection of delinquent customers, and the generation of income for the bank through sales activity, is undertaken in an increasingly sophisticated and technical environment.The use of multiple contact channels includes: Outbound Dialler, Workforce Management, Inbound, and Digital channels.The scope of CCS 'Contact Management' (CM) may include: Collections, Sales, Fraud, and Contact Center, for Control Tower, RBWM.
- To execute on the agreed strategy that has been set for each of the contact management channels. This ensures we provide customers with a high level of service while meeting compliance, legal, and conduct risk guidelines. The role will interact with the regional contact management team members. In some situations, one will be asked to engage with CM members outside of their immediate region.
- General Task Breakdown
- Execution Tasks: 70%
- Strategy/Analysis: 10%
- Project Tasks: 10%
- Management Tasks: 10%
- Task allocation may change based on business requirements
- Communication Focus: Internal CM Teams
- Communication with Senior Management: Occasional
- Ensure agreed metrics are achieved through proactive duty management.
- Execute / manage all channels including but not limited to (dialler, inbound, WFM, and digital) as appropriate for specific strategy needs across supported businesses.
- All contact channels applicable for any supported business with or outside of GCCS, this may include Collections, Underwriting, Fraud, Sales, and Contact Centre
- To keep up to date with all technical developments / requirements of the job, developing new skills as required.
- Engage with peers and customers in a positive nature and consideration individual's cultures, policies and procedure.
- Actively participate in learning / training programs such as One Best Way.
- Support basic managerial items as directed by the manager
- To execute joint projects in collaboration with other CCS units.
- Follow all compliance and governance procedures in line with the appropriate guidelines applicable in the business units.
- Work with other Contact Management team members to develop and implement 'best practices' within the Region.
- Comply with internal controls, adhere to country compliance and legal requirements.
- Ensure that all Contact Management related activities meet the conduct risk guidelines.Communicate all potential gaps appropriately, even outside of one's immediate responsibility
- Read and understand the relevant policies, and undertake any regulatory / compliance training.
- Perform quality checks and support process standardization as directed
- Due to the volume of calls made and received on a daily basis, this function operates in a fast-paced environment. The effective handling of these calls has a direct impact on the Bank's P&L. The team is kept exceptionally busy throughout the day, reacting to the business needs.
- The role holder must ensure they keep their personal knowledge current, and are required to cascade these learnings to the teams within the Region.
- Compliance with the ever changing regulatory framework, internal processes and conduct risk challenges are an ongoing responsibility.
- Ensure adherence to call plans or agreed upon strategy
- Adhere to all policies, procedures within the country or by HSBC
- Effectively manage and understand the channels you are responsible for this may include but is not limited to dialers, inbound routing, IVR functionality, workforce management and digital channels.
- The jobholder has the freedom to make recommendations to management to implement agreed changes as appropriate.
- Deep knowledge of all reporting tools used and Analysis created for contact Management.
- Ensure that the fair treatment of our customers and the fundamentals of conduct risk are at the heart of everything we do, both personally and as an organisation.
- Ensure all actions take account of the likelihood of operational risk occurring, and by addressing any areas of concern in conjunction with line management and/or the appropriate department.
- Demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures.
- Implement the Group Compliance Policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer.The term 'compliance' embraces all relevant financial services laws, rules, and codes with which the business must comply.
- Adhere to all relevant processes/procedures.
- Control of day to day application of Contact Technology strategies, and the control of system changes effecting business predictive dialers and other contact channels.
- The role will start to introduce management principles while working with members of the team.This includes conducting quality reviews and providing feedback to staff
- Proficient in the use of software products used within HSBC, including Microsoft Office.
- Understands the function of in-house systems and processes, or alternatively knowledgeable of similar systems within a similar organization.
- Has proven experience of the HSBC operations environment or a similar environment in another organization
- Demonstrates a strong understanding of the channels used by Contact Management.
- Graduate level education preferred
- Good presentation skills
- A good contact channel related background is preferred in order to address all of the technical considerations that the role demands.
- At least 4 years of experience in contact management and digital technology
- Written and verbal communication.
- Influencing skills and ability to liaise with members of management.
- Numeracy skills.
- Attention to detail.
- Flexible and receptive to change.
- Able to work under pressure and meet deadlines.
- Understanding of procedures and systems.
- Exhibits role model behavior.
- Demonstrates the ability to work with others
- Analytical frame of mind.
-
Business Analyst GSC
2 weeks ago
HSBC Bengaluru, India Permanent - Full timeWhy join us? · DAO (Data & Architecture Office) services to Regions and Lines of Businesses. This work provides the foundation of well-designed and organized data used for Regulatory, Annual Reports Accounting, Policy requirements, Disclosures, Risk Management, BI/Reporting & Vi ...
-
Business Analyst GSC's
3 weeks ago
HSBC bangalore, India Permanent - temps pleinSome 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 64 countrie ...
-
Business Analyst GSC
2 weeks ago
HSBC Bengaluru, IndiaWhy join us?DAO (Data & Architecture Office) services to Regions and Lines of Businesses. This work provides the foundation of well-designed and organized data used for Regulatory, Annual Reports Accounting, Policy requirements, Disclosures, Risk Management, BI/Reporting & Visual ...
-
Senior Business Analyst GSC's
1 week ago
HSBC Bengaluru, IndiaSome careers shine brighter than others. · If you're looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, suppo ...
-
Manager/Senior Analyst GSC's
3 weeks ago
HSBC bangalore, IndiaBusiness: Global Risk & Compliance · Open positions: 1 · Role Title: Manager/Senior Analyst GSC's · Global Career Band: 6 · Location : India-Bangalore / Kolkata / Gurugram · Recruiter Name : Anitha Allimandadi · The Opportunity: · Role purpose · Model Risk Managem ...
-
Senior Business Analyst GSC's
1 week ago
HSBC Bengaluru, IndiaSome careers shine brighter than others.If you're looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support ...
-
Business Analyst GSC's
3 weeks ago
HSBC Bengaluru, IndiaSome 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 64 countries and ter ...
-
Senior Analyst-Business Consulting GSC
3 weeks ago
HSBC bangalore, IndiaSome 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 64 countrie ...
-
Senior Lending Fraud Analyst GSC's
3 weeks ago
HSBC bangalore, India Permanent - Full timeWhy join us? · Role purpose · Wholesale Credit Risk, Lending Fraud is a specialist team within WCR responsible for the proactive forensic analysis of lending relationships in order to provide advice and to provide risk-based recommendation in support of approval/lending decis ...
-
Senior Analyst-Business Consulting GSC
2 weeks ago
HSBC Bengaluru, IndiaSome 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 64 countries and ter ...
-
HSBC bangalore, IndiaWhy join us? · The Data Delivery Analyst will be accountable for the timely delivery of business process documentation recertifications, actioning change requests and creation of new business process intake templates. They will regularly engage with business process owners and ...
-
Avp - Fund House (Odd) Research, Gsc's
3 weeks ago
HSBC Bengaluru, India**Business**: Global Manager Selection - Funds & ETFs (GMS). Part of HSBC Wealth & Personal Banking · **Open positions**:1 · **Role Title**: AVP - Fund House (ODD) Research, GSC's · **Global Career Band**:5 · **Location**: Bangalore · **Recruiter Name**:Sunny Dogra · **Why join u ...
-
Principal Data Architect
2 weeks ago
Micron Bengaluru, Karnataka, India**Our vision is to transform how the world uses information to enrich life for **_all_**.** · Micron Technology is a world leader in innovating memory and storage solutions that accelerate the transformation of information into intelligence, inspiring the world to learn, communic ...
-
Avp - Data Analytics, Gsc's
2 weeks ago
HSBC Bengaluru, Karnataka, India-Job description · **Business**:Business Transformation · **Open positions**:1 · **Role Title**:AVP - Data Analytics, GSC's · **Global Career Band**:5 · **Location**:Bangalore · **Recruiter Name**:Amanpreet Kaur · **Why join us?** · - HSBC is one of the world's largest banking an ...
-
Supply Chain Reporting Data Analyts
2 weeks ago
Alcon Bengaluru, Karnataka, IndiaSummary of Position: · Supply Chain Reporting Data Analyst will be responsible for supporting the global day-to-day operations activities, analyzing large data sets to drive data related insights, maintaining Tableau reports, implementing data quality controls, and troubleshootin ...
-
Global Supply Chain Controllership
3 weeks ago
Hewlett Packard Bengaluru, Karnataka, India**The Team** · HP Inc. Finance is committed to helping build a Future Ready HP by delivering business results, driving transformation, and developing our people. Finance is a strategic partner to the business and plays an integrated role by providing insights that guide business ...
-
Avp, Finance Operations, Gsc's
3 weeks ago
HSBC Bengaluru, Karnataka, India-Job description · **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 organizations in the world, with opera ...
-
Avp- Business Intelligence
4 weeks ago
HSBC Bengaluru, India**Business**: Screening Utility Operations - FCR Ops · **Open positions**:1 · **Role Title**: AVP- Business Intelligence - Client Experience · - Screening Utility GSC's · **Global Career Band**:5 · **Location**: Bangalore · **Recruiter Name**:Nisha Sharma** · **Why join us?** · * ...
-
Avp, Finance Operations Gsc's
3 weeks ago
HSBC Bengaluru, Karnataka, India-Job description · **Business**: CCAR Analytics and Modelling. Global Finance Operations · **Open positions**:1 · **Role Title**: AVP, Finance Operations GSC's · **Global Career Band**:5 · **Location**: Bangalore · **Recruiter Name**:Charu Jain · **Why join us?** · Our transforma ...
-
Cyber security Senior Analyst
3 weeks ago
Société Générale Assurances bangalore, IndiaCyber security Senior Analyst ( SOC Cyber defense ) - L2 · Permanent contract|Bangalore|Innovation / Project / Organization Cyber security Senior Analyst ( SOC Cyber defense ) - L2 · Bangalore, India · Permanent contract · Innovation / Project / Organization · Responsibil ...
Analyst GSC's - Bengaluru, India - HSBC
Description
Business: Contact Centre Control Tower – Dialer Management
Open positions: 1
Role Title: Analyst GSC's
Global Career Band: 7
Location : India/Bangalore
Recruiter Name : Srthi S Thampi
Why join us?
The Opportunity:
What you'll do:
Impact on the Business:
Customer / Stakeholder management:
Leadership & Teamwork:
Operational Effective & Control:
Suggest process improvements.
RequirementsWhat you will need to succeed in the role:
Major Challenges in this role
Role Context
Management of Risk
Observation of Internal Controls
Role Dimensions
What additional skills will be good to have?
KNOWLEDGE
EXPERIENCE
SKILLS
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."
