GCOO - Asia & Middle East COO
Our GCOO organisation is critical for HSBC. This team partners closely with business teams to drive simplification and deliver exceptional customer outcomes in Asia and the Middle East region which covers 26 markets, 600+ offices and branches, and more than 140,000 employees. By strengthening our control environment and enhancing risk management, we drive operational excellence and enable the bank to deliver focused and sustainable growth in this super-region.
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.
- Pass anti counterfeit notes training and test and obtain anti counterfeit notes certificate.
- 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.
- To explore comprehensive working capability to adapt to changing environment and be familiar with different processes of counter/BOS/PSV to solve resource problem under back up plan.
- 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.
To be successful in the role, you should meet the following requirements:
- Bachelor degree, 2+ years working experience in counter or banking operations field is preferred.
- 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
You'll achieve more at HSBC.
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Issued by HSBC Bank (China) Company Limited