Role Purpose : Acquire a good understanding of processes assigned to; allocate tasks on a daily basis to the team consisting of Customer Service Executive(s). Handle escalations, resolve queries and support team to handle customer queries / issues effectively. Plan capacity and perform volume analysis through effective allocation of resources. Produce, interpret and analyse Management Information (MI). Ensure compliance as per audit requirements by performing the required audit checks for the process. Provide leadership to team assigned in-line with the group and company policies and standards. Principal Accountabilities : Key activities and decision making areas 1. Impact on the Business - Process productivity and quality targets are set, monitored and achieved to ensure optimum resource utilization and achievement of business objectives and customer Performance Level Agreements (PLAs) - Processes are regularly reviewed to identify improvements, which will enhance operational and financial effectiveness. - Work is organized and processed / completed within agreed timescales. Ongoing monitoring and review of workflow and priorities are in accordance with procedures. - MI and other business data requirements are completed accurately and supporting statistics/reports/returns are presented to business/management within agreed timescales. Typical KPIs and Targets : - Ensure Knowledge retention in the section by reinforcing concepts through continuous staff training. (To address the effects of Attrition) - To have a tight control on Operational losses, potential frauds through strong internal audit and Staff feedback mechanisms. - Handle the impact of erratic workflows through effective capacity planning, leave management and process prioritisation. - Daily / Monthly MI, SLA 2. Customers / Stakeholders - Establish and maintain effective relationship with business areas and identify areas of service improvements. - Procedural changes / new initiatives are reviewed, fully communicated to and implemented by the teams under control. Acquire and update knowledge on procedures related to relevant processes Typical KPIs and Targets : - Drive rigorous and customer centric quality campaigns and initiatives to increase quality awareness in the team. - Team briefings and section meetings 3. Leadership & Teamwork - To assist the manager in running the operations. - Effective communication with peers in terms of best practice sharing to ensure that optimum use of resource is made across the sections and that a robust cross training plan is in place to multi skill operation teams. Typical KPIs and Targets : - By providing input/support on management issues and deputising the manager during his/her absence. - All data requirements (timesheets, leave requests, absence requests and ad hoc process information) is completed and updated in a timely manner - Plan for effective cross training taking into account the Global Contingency requirements, Staff Banding progression and Operational requirements and striking a balance among them 4. Operational Effectiveness & Control - To continually reassess the operational risks inherent in the business taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology - To implement Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term - compliance- embraces all relevant laws, rules and codes. - To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators. Typical KPIs and Targets : - Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures. - Issues/problems are effectively investigated and resolved or appropriately referred with recommendations - By adhering to the group agreed processes / procedures - achieving a satisfactory Audit report. Major Challenges : - Deal with internal and external attrition and their operational affects. - Drive customer centric Quality initiatives. - Effectively mitigate identified Operational Risks. - Comply with Group's statutory audit standards. - Call coaching and training staff on telephone etiquette. - Deal with business that may significantly exceed forecasted figures by liaison with the respective business sites - Ensure quality and productivity standards are maintained whilst coping with staff turnover and inexperienced staff - Review and produce MI in a specified format which is easily understood by business units, while giving them an idea of FTE benefit for migrating - To lead and motivate staff with widely differing aspirations working in productivity based environment with critical deadlines. Role Context : The GSCs are a strategic group initiative for centralizing data and voice related operations from around the world. The GSC's are a major contributor to the HSBC Group's continuing strategy of improving the cost income ratio of its Global businesses. Some of the Processes include : 1. Payments processing 2. Value payments 3. Customer accounts maintenance functions 4. Cards processing e.g. Chargebacks, Cardholder collections 5. Mortgage related processes and personal financial services 6. Voice processes e.g. CTS, Collections, Fraud Detection The GSC environments / COE approach centres on the delivery of a highly professional customer focused service, with a continuous drive for improvement in terms of both service and cost effectiveness. The challenge of the business is to work under different parameters including multiple time zones, 24 hrs flexi-shift, different systems, practices and processes and a uniqueness of work culture/environments inherited from the migrating countries. The nature of the services provided and the extent of the delivery of products for the various donor group companies (direct to customers in many cases) is such that processing delays or errors will almost inevitably result in serious losses to the group or poor customer service. The maintenance of a high level of internal control is essential to minimize these risks and maximize process security. Management of Risk (Operational Risk / FIM requirements) : - To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies. Observation of Internal Controls (Compliance Policy / FIM requirements) : - To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance Department. The term compliance embraces all relevant laws, rules and codes with which the business has to apply. - To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators Knowledge & Experience / Qualifications : a. Knowledge - Diploma or degree in any discipline or relevant work experience commencement with the position b. Experience - At least 12 months in a supervisory role, with exposure to appraisals, counselling, team building, and staff development. - Experience in a processing environment. c. Skills Required : - Strong leadership skills - to be able to lead the team in a High Volume environment (E) - Excellent communication skills both verbal and written (E) - Knowledge of, and experience in problem solving techniques (E) - Ability to learn quickly and transfer knowledge appropriately (E) - Ability to meet tight deadlines (E) - Strong organization and planning skills along with the ability to handle capacity and MI reporting (E) - Ability to build rapport with, and relate to a wide range of people (E) - Decision making based on experience, judgment and Fraud Operations process knowledge (E) - Self-Driven (E) - Flexibility to work 24 / 7 working environment in line with business requirements (E) - Ability to multi-task and work under pressure ( E ) - Ability to drive key performance parameters in the team ( D) - Ability to challenge the norm and to identify innovative solutions to improve processes and procedures ( D ) - Specific Skills (If Any) - Knowledge about Fraud Operations (D) Would prefer women joining back the workforce.

Kolkata

HSBC - Assistant Manager - Fraud Operations 

HSBC - Assistant Manager - Fraud Operations  ,Job Description for HSBC - Assistant Manager - Fraud Operations  in HSBC in  Kolkata for (3-8) years of experience. Apply Now!

Job Description for HSBC - Assistant Manager - Fraud Operations  in HSBC in  Kolkata for (3-8) years of experience. Apply Now!