Analyst GSC’s

3 weeks ago

Bengaluru, India HSBC Full time

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?

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 Opportunity:

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

What you’ll do:

Impact on the Business:

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.

Customer / Stakeholder management:

All contact channels applicable for any supported business with or outside of GCCS, this may include Collections, Underwriting, Fraud, Sales, and Contact Centre

Leadership & Teamwork:

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.

Operational Effective & Control:

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

Suggest process improvements.

Requirements

What you will need to succeed in the role:

Major Challenges in this role

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.

Role Context

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.

Management of Risk

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.

Observation of Internal Controls

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.

Role Dimensions

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

What additional skills will be good to have?

KNOWLEDGE

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

EXPERIENCE

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

SKILLS

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.

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.”

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