Global Support Executive - Kuala Lumpur, Malaysia - HSBC

HSBC

Verified Company

Kuala Lumpur, Malaysia

1 week ago

Posted by:

Siti Tan

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Description

Job description

Why join us?

Some careers grow faster than others.

If you're looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

Global Finance is integral to HSBC's purpose and strategy, playing a valued role in managing costs and deploying capital in the most effective way.

Our global team of finance professionals partner with the business to provide trusted insights and forward looking analysis; accuracy; efficiency and control to frame and influence business decisions.

We are currently seeking a high calibre professional to join our team as a
Global Support Executive.

To investigate breaks/exceptions on Foreign Exchange and Precious Metals transactions for HSBC BANK USA N.A. including identifying causes of breaks and taking necessary steps to resolve. Staff will have to work with counter parties, or other group employees as well as liaise with Relationship Managers for retail customers. Individual needs to have eye for detail, drive, passion for such work, and be a selfstarter. Excellent spoken and written English is critical for success in the role.
To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified SLAs.
Responsible for rapport building and resolving customer inquiries in a professional manner.
Acquire and update knowledge on procedures related to processes.
Process work as requested by line management / customer. Ensure that work is completed in accordance with established procedures and standards.
Work well independently, complete assigned tasks within established timeframe, and complete regular assignments without reminders or additional requests.
Work productively and professionally. Demonstrates ways to improve customer service and increase productivity.
Participates in team meetings, activities, promotes team spirit.
To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators, accompanied by the appropriate internal control standards relevant to the role.
To implement the Group Compliance Policy, as applicable to the role.
To be aware of the Operational Risk that associated with the role, and to ensure that all actions during the employment with HSBC take account of the likelihood of operational risk occurring.

The Opportunity:

Impact on the Business/Function

Work is processed and completed within time scales in accordance with procedures.
Process productivity and quality targets are achieved, and high level of customer service maintained at all times. Issues / problems are fully resolved or escalated, as appropriate. Appropriate action is taken to prevent recurrence.
Procedural changes / new procedures and changes implemented are fully familiarized and implemented.
Management Information (MI), other required data, and communication are completed accurately in the prescribed manner on a timely basis to support performance statistics / reports / returns.
Identify own development needs and seek out appropriate training / guidance / development in order to achieve business goals (e

g:
productivity / accuracy improvements in process).

Actively participating in cross training to meet the contingency needs of the process.
End of Day Checklists
Daily / Monthly Management Information (MI)
Performance Level Agreement
Feedback from internal/external customers
Department Quality Trackers

Customers / Stakeholders

Provide service excellence and drive quality of work for improving customer satisfaction.
To meet or exceed internal service excellence benchmarks to ensure customer satisfaction.
Problem situations are proactively identified, resolved, and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence.
Feedback from internal/external customers
Evidence from PLA review and department Quality Trackers
Evidence from Quarterly Client Service Best Practice Framework testing

Leadership & Teamwork

Selfdevelopment through soft skills training, personal development plans and performance management reviews.
Strive to meet business objective of enhancing selfability.
Create robust, friendly and accepting environment where skills and knowledge are shared and differences are used as platforms to greater understanding, in order to achieve team and business goals.
Awareness of individual and departmental performance targets, objectives and achievements.
Knowledge and experience is shared with team members, providing assistance on referred / technical issues.
Progress reviews on performance are undertaken within agreed time scales, and positive action taken on advice, feedback and guidance, in a constructive manner.
Feedback from own team members and other related teams.
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