AM - IC

HSBC Holdings plc; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

HSBC Holdings plc in India seeks an Assistant Manager – IC to oversee back-end cheques clearing and ensure error-free processing. You will manage escalations, SLAs, and governance forums.

Role emphasizes process improvements, risk control, cross-training, and maintaining service quality while aligning with Group compliance policies and regulatory requirements in India.

Qualifications

• Knowledge on Payments Routing and Swift message decoding.
• Extensive GPS/GPI/HUB knowledge.
• Ability to understand and manage risk in payments processing.
• Experience in a processing environment with production management skills.
• Initiate and drive process improvements and changes in procedures.

Responsibilities

• Independently drive and manage change to achieve business goals.
• Lead service excellence and quality initiatives for improved customer satisfaction.
• Monitor and meet Service Level Agreements on a daily basis.
• Implement cross training plans considering contingency and staffing requirements.
• Ensure knowledge retention through staff training to address attrition effects.
• Smoothen impacts of erratic workflows via capacity planning and prioritization.
• Escalate potential losses and undertake recovery steps to reduce financial exposure.
• Monitor service quality and drive customer-centric quality campaigns.
• Identify issues proactively and ensure resolutions are escalated for customer satisfaction.
• Ensure compliance with internal controls and Group policies.

Skills

Payments routing

Swift message decoding

GPS/GPI

Risk management

Production management

Job description

Job title: Assistant Manager – IC

• The purpose of this role is to ensure that all cheques transactions are processed accurately without defects. The job holder will be responsible for processing back-end Cheques Clearing for various regions and should have good Cheques knowledge.


• Global Payments Investigations is an integral part of Global Payment Service Operations, which includes addressing enquiries / complaints logged by Customers for the payments processed. GPI Platform is undergoing changes with several enhancements lined up to improve the user experience and reduce manual workarounds across multiple regions. In line with this, the role would demand very high visibility of the escalations / SLAs / Projects that are lined up for the year and ensure there are minimal disruptions.

Governance and Committee Memberships

• The Role would require participation in monthly governance forums for respective processes to discuss and highlight issues with relevant stakeholders.

In this role, you will:

Principal Accountabilities and Responsibilities

• Responsible to independently drive and manage change effectively to achieve business goals. (Example: Process improvements, Changes in procedures)


• Lead by example through service excellence and driving Quality initiatives for improved Customer Satisfaction.


• Monitor Service Level Agreement for the business and thrive towards meeting the required levels on a daily basis.


• Accountable to implement cross training plans considering the Global Contingency requirements, Staff Banding progression and Operational requirements, and striking a balance among them.


• Ensure ‘Knowledge retention’ in the section by reinforcing concepts through continuous staff training. (To address the effects of Attrition)


• Responsible to smoothen the impact of erratic workflows through effective capacity planning, leave management and process prioritization.


• Escalate any potential loss situations to immediate line manager and undertake steps to recover at the earliest to reduce financial exposure of the bank.


• Monitoring ‘Service Quality’ of the team to ensure high Customer Service Standards.


• 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 delight.


• Responsible to proactively identify issues/problem and ensure same is resolved and escalated to give maximum customer satisfaction.


• Ensure Appropriate measures are taken to improve quality and prevent recurrence.


• Proactively escape to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank.


• Accountable to exercise control on Operational losses, potential frauds through strong internal audit and Staff feedback mechanisms.


• Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.


• Undertake continuous re-assessment of 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.


• Implement the Group Compliance Policy as applicable to your role in conjunction with the relevant Compliance Department. The term ‘compliance’ embraces all relevant laws, rules and codes with which the business has to comply within India and in relation to the countries migrating work to the assigned GSC.

Leadership & Teamwork

• Build, lead, motivate and manage an operations team while establishing strong work ethics and open channels of communication.


• Ensure that the team acts as a single point of contact between the project/business teams of the function.


• Procedural changes / new initiatives are fully communicated to and implemented by the team.


• Coordinating with various functions for projects and resource planning.


• Create robust team environment where skills and knowledge openly shared to achieve team and business goals.


• Team members are regularly briefed and made aware of individual / department performance targets and achievements.


• Knowledge and experience are shared with team members, helping on referred / technical issues.

To be successful you will:

Functional

• Knowledge on Payments Routing, Decoding/Reading of Swift messages (D)


• Extensive knowledge in GPS/GPI /HUB (E)


• Ability to understand and manage risk. (E)


• Experience in a processing environment. (D)


• Production management skills and initiate process improvements. (D)

Others

• Process productivity and quality targets are monitored and achieved.

You’ll achieve more at HSBC

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.

Hsbc.com/careers

***Issued By HSBC Electronic Data Processing (India) Private LTD***