Why join us:
The GPS Operations COE is part of HOST Operations and delivers a centralized operations utility for HSBC's Corporate Digital Channels (including HSBCnet, Host-to-Host Connect, and SWIFT net) supporting payments, cards, receivables, liquidity, trade, supply chain finance, custody, securities services, and money market trading solutions globally across Europe, Asia, Middle East, North and Latin America. Over 700 million payment transactions valued at over $10 USD trillion is processed through the channel annually.
What you’ll do:
- Reviewing ongoing aged queries, ensuring items are action appropriate and providing feedback where necessary.
- Achieving a high net promoter score and positive commentary the in-country CDD teams, line managing and clients.
- Investigating accurately and identifying and handling queries t client’s satisfaction.
- Keeping clients fully informed of progress throughout the life cycle of a query.
- Respond promptly to time sensitive and often high value queries, and escalations from both other departments and direct from clients.
- Provide excellent client management support, improve client engagement, and resolve the majority of client enquires at the first point of contact.
- Prioritizing work effectively in order of importance and urgency handling it in accordance with procedures.
- Fluent communication skills – Written & Verbal (English).
- Strong verbal and written communication skills and committed to enhance customer experience through exceptional customer service.
- Strong negotiation and influencing skills with the ability to manage difficult conversations with challenging customers including handling complaints.
- Ability to work under pressure, prioritise work accordingly to meet tight deadlines while meeting the required Service Level Agreements and ensuring efficiency.
- Ability to be flexible, manage priorities whilst remaining calm under pressure, have the drive and resilience with a “can do” attitude.
- Basic knowledge and understanding of compliance and audit standards; the ability to assess risks in accordance to the different type of customers..
- Open to change, ability to think outside the box, innovative and an eye for process improvement
What additional skills will be good to have:
- Ability to build rapport with people.
- Ability to maintain focus while working with voluminous data.
- Ability to write business letters and reports.
You’ll achieve more when you join HSBC.
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 HSBC Electronic Data Service Delivery Egypt**