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The Service and Operations job category will be required to undertake a range of customer service management tasks. Activities will include approving 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

The job holder will be required to approve instructions to create, amend, cancel or close existing products or services and/or the administration of products received from various stakeholdersApprove remediation activity relating to various operational activities.Ensure there are no defects while approving instructions or remediationsEnsure timely approval of requests received through internal and external stakeholders , customers etcHandle various digital tools like bulk data capture tools, Lite automation tools, macros etc for processing of various servicing requests / instructions as applicable

Operational effectiveness and control

Processing of servicing requests for HSBC Customers in line with the laid down established and documented procedures, regulatory policiesCoaching and development of colleagues to improve skills and capabilityUse knowledge of products, processes and procedures to address customer needs both through the team and individuallySupport colleagues to deliver service to customers at first point of contact through the reduction of operational requirementsContinually evaluate processes and procedures to support improved efficiency and effectiveness of operationsDevelopment and maintenance of Operational Management Information

Tasks and responsibilities of the job holder may include some or all of the following

Approval of servicing requests for HSBC CustomersCoaching and development of colleagues to improve skills and capabilityUse knowledge of products, processes and procedures to address customer needs both through the team and individuallySupport frontline colleagues to deliver service to customers at first point of contact through the reduction of operational requirementsProvide guidance on transactions and ensure that all work is processed in accordance with the established and documented proceduresContinually evaluate processes and procedures to support improved efficiency and effectiveness of operationsDevelopment and maintenance of Operational Management InformationCarry out unit administration activitiesEnsure excellent satisfaction is achieved through leading a team within its remit to consistently deliver excellent service for both internal and external clients