Manager – Sme – Accounts & Ssi – Data Ops

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) 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 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.

Manager – SME  – Accounts & SSI – Data Ops

Main objective 

Role will be part of Accounts and SSI team. The nature of the work will be diverse and will entail performing necessary due diligence before onboarding along with activities such as Account and SSI (Creation, Amendment, Deactivation & Reactivation) and Client Exits (Account Closure, Curtailment and Sanction Blocking). It is expected that this role will liaise with a larger operations team and work very closely with other teams to manage bulk and regular BAU volumes as and when asked. The role will also requires to work very closely and support the line management in smooth running of the operation and delivery of tasks on a day to day basis.

Activities: 

To deliver high standards of processing & quality leading to excellent Client satisfaction.
- NIL delayed processing of volumes - Should ensure volumes are not kept in the individual workbasket for long time without processing. Must ensure volumes are processed basis on urgency and priority.
- Maintain excellent client service and sound working relationship with stakeholders and Requestors.
- Manage escalations effectively and in a timely manner escalate when required.
- Take informed decisions where appropriate and own issues to manage the process effectively.
- Share knowledge and experience with colleagues in achievement of their goals & business objectives.
- Actively support site, team and community activities and proactively promote HSBC family ethos and HSBC in the community. 
- To be the back-up for AVP Operations
- Take the initiative to propose to the Direct Manager on the tasks that may create value, reduce risk, be better aligned with best practices, or eliminate inefficiency and duplication of effort.
- Improve Stakeholder Management
- Ensure Sound working relationship with the stakeholders by constant interaction and ensuring timely response to their requests and mails
- Committed to meet and exceed external and internal quality customer service.
- Along with Direct Manager or another Manager of the Team, represent Accounts and SSI to business stake holders and in projects which involve static data maintenance
- Ensure there is no mail left unattended or not responded in the Team Generic Inbox
- Deliver improved / sustained service level with in Accounts and SSI operations.
- Ensure Service Levels remain intact whilst implementing change
- Ensure Client Service is organized to deliver on increased client service experience, risk reduction and support all the change initiatives
- Keep client service as a focus in all processes / activities
- Point of contact for all queries / investigation raised and takes responsibility of resolving the issues in a timely manner.
- Manage queries received by Accounts and SSI team from various stakeholders
- Co-ordinate with various RTB teams to deliver client expectation act as SME where required
- Review client/stakeholder MI’s and identify measures to improve
- Educate requestors on a regular basis on Accounts and SSI team requirements/changes
- To deliver high standards of processing & quality leading to excellent Client satisfaction.
- Review errors & provide constructive feedback
- Maintain excellent client service and sound working relationship with stakeholders and Requestors.
- Manage escalations effectively and in a timely manner escalate when required.
- Take informed decisions where appropriate and own issues to manage the process effectively.
- Should demonstrates an inquisitive and probing mentality. 
- Any issues identified by virtue of daily process are to be highlighted to management.
- Plan and meet deadlines consistently, Anticipate and addresses potential barriers or issues that could impact the delivery. 
- Communicate with LM in case faced with challenges to meet the deadline for the project or tasks
- Take ownership and accountability for tasks. Escalate immediately to avoid client complaints.
- Be professional and respectful in all interactions with Clients (Stakeholders and Requestor Teams) 
- Understand and ensure completeness of daily tasks. Communicates promptly if unable to complete tasks.