Customer Service & Support Jobs in Kolkata, India (Now Hiring) — 309 open — Page 4

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

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.

We are currently seeking an experienced professional to join our team in the role of Assistant Vice President - OPERATIONS

In this role, you will:

• Contribution towards sustainable savings in relation to Process Efficiencies. Supporting each global product on a regional basis by function or market.
• To plan for standardization of CTLA processes by sharing the best practices across the various markets with the aim to enhance cost effectiveness and efficiencies. The role holder is expected to spend at least 30% of the time on operations. Job holder is expected to monitor daily BAU deliverables and ensure quality & timeliness is being met as per agreed PLA..
• Supporting Corporate Trust & Loan Agency, covering US, UK, MENA or APAC for multiple clients. Establish and maintain effective relationship with customer, business areas and identify areas of service improvements. Drive rigorous and customer centric Quality Campaigns and initiatives to increase Quality awareness in the team.
• Recognize, reward and set high internal service excellence benchmarks to ensure customer satisfaction. Problem situations are proactively identified and resolved to give maximum customer satisfaction and escalated where necessary. Appropriate measures are taken to improve quality and prevent recurrence.
• Lead by example through service excellence and driving quality initiatives for improved Customer Satisfaction. Develop staff to achieve business objectives and achieve individual potential, sharing knowledge and experience and providing assistance on referred issues. Drive staff development through soft skill training, personal development plans and performance management reviews.
• Reward and recognize service excellence and keep high staff morale through ‘Celebrating Success’. Strike balance among task, team and individual to inspire and influence staff to bring out their best.
• Ensure Assistant Managers are briefed and made aware of individual/department performance achievements/ targets in a timely manner. Create an environment where skills and knowledge is openly shared to achieve department and business goals. Ensure performance management scheme is implemented in line with procedures across sections consistently..
• Compliance & CCO based on Grade complexity of funds/activity managed by role is decided by line management based on experience and performance. High level variation and specific manual processes required by Product/System/Client/jurisdiction.
• To smoothen the impact of erratic workflows through effective capacity planning, leave management and prioritization.Process productivity and quality targets are set, monitored and achieved to ensure optimum resource utilization and achievement of business objectives and customer SLA’s.
• Management information and other business data requirements are completed accurately and supporting statistics/reports/returns are presented to business/management within agreed timescales. Manage 3-4 direct reports, whilst overseeing additional headcount (indirect reports), as and when required by business. Regular liaison with client/business partners.

To be successful you will:

• Degree in finance and accounting and/or related qualifications and/or relevant work experience. Excellent knowledge in accounting principles and fundamentals of accounting. Basic knowledge of Bond, Custody, Depository, Capital/Money Markets and Financial Instruments
• Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals with strong organization and planning skills along with the ability to handle capacity and MI reporting.
• Ability to build and maintain relations with business units and continuously give feedback by stringent follow up on service level agreements.                                                                                      
• Evidence of strong analytical, statistical and data mining skills to study trends, make projections and to interpret numeric information. Evidence of strong operational decision making and be able to provide support to the teams.
• Experience of successfully managing and developing a team/Individuals in previous role. Evidence of process management skills with an ability to initiate & drive process improvements.                                                                                   
• Proven ability to initiate cost control measures by achieving resource efficiency and managing overheads.
• Will be expected to maintain HSBC internal control standards, including the timely implementation of internal and external audit points, together with any issues raised by external regulators. Must be aware of the operational risk scenarios associated with this role and act upon pertinent risk (if any).
• Responsible for the implementation of Group Compliance Policy as is applicable to this role. Prior work experience in Bond or Note issuance will be preferred. Prior work experience in Syndicated Loan Operations will be preferred.
• Prior work experience in Depository, Bond/Money market will be preferred. Prior experience of managing a team will be preferred. Additional qualifications in finance or accounting i.e. CA/CFA/MBA/CS/ICWA etc. will be preferred.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

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.

Issued By HSBC Electronic Data Processing (India) Private LTD