Wholesale Customer Services Officer Suzhou HSBC China

2 weeks ago

Suzhou, China HSBC Full time

Digital Business Services (DBS)

HSBC Digital Business Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. We combine global expertise and technology to help keep us thriving in the competition.

We are currently seeking an experienced professional to join our team.

In this role, you will:

- Ensure all counter related transactions and account service & maintenance are processed with high efficiency and accuracy; deliver quality excellent service according to SLA and agreed internal workflow and procedures; minimize operational loss caused by corporate counter service team.

- Proactively review local BOS process and Counter process to raise opportunity of simplification, streamlining, centralization. Be proactive and initiative in communicating with frontline to understand business needs, collaborate with CNQ and regional service teams to provide professional operational solutions to customers.

- Set up control mechanism and perform random and surprise check regarding operation and counter service area to ensure all processing are compliant with internal & external requirement.
- By working closely with processing teams to ensure document delivery and handover are well implemented by the bank without loopholes. Ensure sufficient communication between counter service team and other operation teams to provide one-stop service to customers.
-Take proper actions on customer complaint; investigate root cause of complaint cases so as to work out for service enhancement in internal handling. By monitoring and reviewing customer feedbacks / complaints and identify areas for improvement.

-Assist line manager to build and maintain efficient and effective operation capacity to support business growth. Coordinate capacity utilization and resources allocation against business priority to achieve high productivity and cost effectiveness by optimizing resource in the team.

-Support branch regulatory activities to meet the local regulator’s requirement and implementation, ensuring full compliance with regulations and bank policies, keep good relationship with regulators.

Requirements

To be successful in the role, you should meet the following requirements:

-Bachelor degree, 3+ years working experience in operations field is required.

-Be familiar with branch operation and regulations.

-Strong interpersonal and influencing skills, excellent communication and analytical skills.

-Be able to work under pressure and have an ability to deal with complex or conflict matters with efficiency.

-Strong sense of risk control and customer service.

-Proven ability to deal with complex or conflict matters.

-Able to drive across internal business counterparties/stakeholders, internal functions and external vendor towards delivery.

-Excellent spoken and written Chinese (Mandarin) and English

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