Business: Global Service Delivery Open positions:

Role Title: CUSTOMER SERVICE EXECUTIVE 8

Global Career Band:

Location: India / Hyderabad Shift Timing:

Flexible
(Country/City) :

Hiring Manager Name: Shazad Ali Shaik Recruiter Name :

Sridhar Rao

The purpose of this role is to ensure that transactions are processed accurately and that transactions are passed
without defects.

The job holder will be responsible for processing one of more of the following activities, cash handling via branch,
vault or remote location, the support of self service terminals and/or document transfer and storage.

The Opportunity: (Brief Overview of the Role)

Impact on the Business

•              Business Objectives.
•              Accurate and timely processing of instructions received from internal and external customers.
•              Work is prioritized and completed accurately in accordance with procedures, timescales and quality
standards.
•              Have up-to-date knowledge and utilize all required systems and system packages effectively.
•              Quality of work is maintained when meeting specific or unexpected deadlines.
•              Issues and problems are fully analyzed, investigated and resolved or appropriately escalated. Where
necessary, appropriate action is taken to prevent recurrence.
Customers / Stakeholders
•              To deliver outstanding customer service to all internal and external parties.
•              To resolve technical queries from internal and external customers in a professional manner.
•              To ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an
organization.
•              Communications are composed and produced in a structured manner.
•              Queries/complaints are investigated/escalated in accordance with the appropriate guidelines and
timescales.
•              Continuous review of procedures/processes to ensure efficiency maintained by taking account of customer
feedback.
•              Customer/business requirements are fully analyzed and resolved to the satisfaction of the customer,
keeping customers fully informed of progress.
•              Effective liaison is maintained and positive relationships are established with all parties.
•              By consistently displaying the behaviors required to support the Best Place to Bank principles of Make
Better Products, Sell Them Properly and Keep Them Sold.
 

What you’ll do: (List out Key Responsibilities)

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 Leadership & Teamwork
•          Provide assistance and support to colleagues, encouraging team work.
•          To investigate and assist in the resolution of all relevant queries.
•          Knowledge and experience is shared with colleagues when providing assistance on technical issues.
•          Assist with the training of new team members and involvement in the cross training of existing staff.
•          Help and guidance is given to colleagues in a structured manner.
•          Contribute to improving employee engagement.
•          Effective liaison is maintained and positive relationships established.
•          Enquiries outside own area of responsibility are appropriately referred.
Operational Effectiveness & Control
•          To adhere to and be able to demonstrate adherence to internal controls.
•          To actively demonstrate the bank’s core standards of behavior.
•          Problems are identified and escalated as appropriate.
•          By adherence to all relevant procedures and keeping appropriate records.  
•          By observation and feedback from colleagues, Line Management and customers

What you will need to succeed in the role: (Minimum Qualification and Skills Required)

 Excellent spoken communication skills – clear, unambiguous and customized to suit the audience.
 Ability to communicate and negotiate with colleagues across all levels globally – from processing staff to senior
management.
 Excellent inter-personal skills.
 Analytical skills – to be able to document process flows, analyze and identify areas for improvement.
 Numerical ability – to interpret large volumes of Data and MI, and use the data to make required decisions and
recommendations.
  Ability to co-ordinate with multiple stakeholders, and get necessary decisions taken within desired timelines.
 Thorough and methodical in approach.
 Ability to meet tight deadlines.
 Quick to embrace and adopt Change, in a dynamically challenging environment.
 Self-driven with a ‘Can Do’ approach

What additional skills will be good to have? (List out good to have skills and certifications)

 Should be flexible to work in shifts(E)

 All applicants must have successfully completed their probation period.
 Employees must meet performance and behavioral standards as defined in the policy.
 All L8 applicants should have served at least 18 months and should have successfully completed respective learning
curve tenure, in their current role as on closing date.
 Applicant should not be on a corrective action plan/ disciplinary action in the last 6 months or any other performance
action as on the date of application.
 Application form should be submitted along with the current CV.
 All applicants should inform their respective Line Managers of their application.
 All the completed applications should be submitted on or before the closing date.
 Applicant should not be on a corrective action plan/ disciplinary action in the last 6 months or any other performance
action as on the date of application.
 The Company reserves the right to change any terms and conditions related to employment, mentioned in the Offer
Letter and the Rules and Regulations governing the conduct of the employee in the Company. Such change would be
intimated by the Company through an internal communication to the employees at large.
 Right to work is required. Local employment rulings and restrictions will apply.

The information contained in this job description is a true and accurate reflection of the job as specified.

You’ll achieve more at HSBC

HSBC is 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.

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

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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.”

***Issued By HSBC Electronic Data Processing (India) Private LTD***

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