The GLCM Operations COE is part of HOST Operations and delivers a centralized operations utility for HSBC's Corporate Digital Channels (including HSBCnet, Host-to-Host Connect, and SWIFT net) supporting payments, cards, receivables, liquidity, trade, supply chain finance, custody, securities services, and money market trading solutions globally across Europe, Asia, Middle East, North and Latin America. Over 700 million payment transactions valued at over $10 USD trillion is processed through the channel annually.
The team caters to CMB and GB&M customers of HSBC and provides service and support for the customer digital lifecycle across GLCM, GTRF, and HSS products. It spans across 5 Global Service Centers (Bangalore, Hyderabad, Guangzhou, Kuala Lumpur, Krakow and Cairo) and 1 Onshore Operations Service Centre (Mexico). The COE focusses on wider business activities performed by GLCM Client Management, including Client Implementation, and Client Servicing activities.
What you’ll do:
- Complete accountability of performance management for a team with spans between 12-15
- Own and manage escalated customer concerns and complaints for the team
- Champion and embrace change and innovation within the team
- Demonstrate ownership and common sense with all that you do, sharing best practice across teams and peers
- Understand and translate the immediate business/function strategy into actions for your team
- Work independently with minimal supervision
- Good on MS excel and able to support on different MIs
- Ability to write business letters and reports and adhere to local regulations and programs around ‘Treating Customers Fairly.
What you will need to succeed in the role: (Minimum Qualification and Skills Required)
- Fluency in French language is a must and fluent command of written and spoken English
- Previous experience in people manager roles i.e. Team Leader role .. etc is a must and in GPS Payments or Client Management Operation is a plus
- Have a positive, can-do attitude with a desire to get things right first time every time, and work around limitations
- Experience of coaching, mentoring, developing others
- Able to motivate the teams and develop a culture of empowerment
- Strong Customer Orientation and passionate about delivering superior customer service
- Ability to anticipate future stakeholder needs and take actions today
- Good knowledge of Excel and PPT and able to work on various MIs and presentations
What additional skills will be good to have? (List out good to have skills and certifications)
- Good interpersonal skills with the ability to build and maintain working relationships with Business Partners / Stakeholders
- Strong Team Player with an ability to drive and motivate self and others
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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