Published by : Amr GamilRole Purpose (overall high level summary of the role)
Activities that involve Manual & Semi-automated Payments, Cheque Payments, Bills, etc. would fall under this job role.
The purpose is to continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Service Level Agreements (SLAs) in accordance with procedures.
Voice processes concerning payment orders from HSBC customers – Outbound calls with customers conducted according to scripts and rules with appropriate customer care
Fraud detection, annihilation any fraud attempt
Working on different requirements systems
Authorization seeking with branch concerning: account restrictions, liquidity availabilities, signature verification High Risk Countries, call-backs, etc.
Identify and escalate any issues effectively which have any impact of the SLA/Quality to appropriate parties.
Co-operation with team members and stakeholders
Updating the procedures/manuals – upon Team Leader / Manager request
Co-operation in solving all complaints issues connected to payment activities
Providing practical training and support for new joiners/cross-trained staff
Active participation in initiatives which may lead to process simplification or automation
Other responsibilities might be assigned by Management Team.
Principal Accountabilities: Key activities and decision making areas
Typical Targets and Measures
Impact on the Business/Function
Acquire and update knowledge on procedures and products
Ensure that each work is completed in accordance with established procedures and standards.
Identify and escalate potential showstoppers
Support achievement of team objectives
Exhibit ownership of the business
Adhere to all the audit requirements including but not limited to: Declaration of Secrecy/Data Protection Act/Health Safety and Security/Clear Desk Policy/ Other Process Specific Audit requirements/ Compliance issues/requirements and Undertake process specific checks, where ever applicable
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.
Respect cut off times
Observations of Line Manager
Instances of external errors
Findings reported by internal/external/functional control
Customers / Stakeholders
Process customer instructions accurately to achieve agreed quality standards and targets (as amended or notified from time to time) on all the processes worked
Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank
Respond to mails/queries related to process timely with a cc to the Line Manager
Ensure no Ops Losses (Actual, Potential or Near Misses) are incurred due to the errors made
Internal/external quality reported by Line Manager
Instances of potential losses
Leadership & Teamwork
Contribute to the creation of a supportive work environment driven by people centric values
Build professional relationships with colleagues in other areas
To be supportive in meeting business needs / challenges
Flexibility in shift timings / process changes / supporting business as per the business working calendar
Completion of mandatory trainings
Active participation in center wise events
Participation in learning sessions
Operational Effectiveness & Control
Flexible to work in multiple queues / processes and perform as per the set standards and support all COE level initiatives
Performance - quality and quantity of the service delivered in line with the Groups standards and regulations
Act effectively on all internal / External Feedback - No repeat errors (including complaints; service failures; operational losses-potential; near miss; actual, questions to repair/referral)
Cross trained on multiple processing queues
Quality at the agreed SLA level
Productivity targets to be achieved
Major Challenges (The challenges inherent in the role that require a continual test of the role holders abilities)
Managing peaks within the team (beginning, middle, end of month)
Flexibility in moving between processes, queues and businesses
Work in continuously changing, challenging and multi-cultural environment
Work under pressure of time and result (tight cut off times, high quality of performed tasks)
Ability to implement updates in short term
Work in detail oriented manner – in order to spot any suspicious or fraudulent cases
Ability to work on different applications simultaneously
Role Context (The environment and operating conditions of the role including the extent of guidance and authority)
Attention to detail
Strong Relationship building skills
Excellent communication skills
Self-motivated and able to work under minimal supervision
Good team player
Flexibility to work in different shifts
Skills
Communicative English language skills (B2/C1 – minimum)
Fluent French language skills
Analytical reasoning capabilities
Strong interpersonal skills
Excellent communications skills
Systems skills
Strong organizational skills
Ability to work within international environment
Ability to work under time pressure
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