Job Description

Some careers open more doors than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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.

Role Purpose

The Service and Operations job category will be required to undertake a range of customer service management tasks. Activities will include processing of various customer and Bank initiated requests or instructions, processing of all various activities which support the excellent delivery of service to our customers to support the frontline service journey. The development of efficient processes and activities will be a key activity to drive continuous improvement of service and operations. Coaching and development of team members to support the improvement of knowledge, skills and capability will also be a key element of this role.

Principal Accountabilities

• The job holder will be required to process instructions to create, amend, cancel or close existing products or services and/or the administration of products received from various stakeholders.
• Process remediation activity relating to various operational activities.
• Ensure there are no defects while processing instructions or remediations.
• Ensure timely processing of requests received through internal and external stakeholders , customers etc.
• Handle various digital tools like bulk data capture tools, Lite automation tools, macros etc for processing of various servicing requests / instructions as applicable.
• Processing of servicing requests for HSBC Customers in line with the laid down established and documented procedures, regulatory policies.
• Coaching and development of colleagues to improve skills and capability
• Use knowledge of products, processes and procedures to address customer needs both through the team and individually.
• Support colleagues to deliver service to customers at first point of contact through the reduction of operational requirements
• Continually evaluate processes and procedures to support improved efficiency and effectiveness of operations
• Development and maintenance of Operational Management Information.

Pro-tip : Familiarity with AI-enabled tools is an advantage.

Qualifications:

• Graduate or higher degree
• Experience in banking operations, customer servicing, or service delivery (or similar regulated environment).
• Strong understanding of process adherence, risk awareness, and quality control.
• Ability to manage multiple tasks, prioritise effectively, and deliver to deadlines.
• Confidence using digital tools and working with data to support efficient processing.
• Strong communication skills and a collaborative working style.
• People support skills—able to coach, guide, and share knowledge with colleagues.

Additional Information

Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.

As an employee, you are required to perform your duties in a professional capacity exercising independent judgement, discretion and decision-making authority in planning, organising, directing work, supervising and appraising the work of team members, as applicable; and taking accountability for delivery outcomes. You will represent the organization with relevant internal and external stakeholders. You will allocate and prioritize work, provide direction and feedback, manage team capacity and leave in line with policy as applicable.

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.

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 The Hongkong and Shanghai Banking Corporation Limited, India