HSBC Hiring for Assistant Manager – Customer Communications at Mumbai Full Time

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (COVID-19), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

Some careers open more doors than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Role Purpose

• Motivate, lead, co-ordinate and manage Statement Processing & Statement Emailing Vendors
• Liaison with other functions such as Risk, IT, Marketing, Internal Control & Audit, Admin, Customer Support with the objective of achieving Business goals of Turnaround Times, SLA etc.
• Vendor monitoring – manage, monitor and train the Third Party for statement printing & emailing, cheque book printing, welcome pack etc.. related functions.
• To support a qualitative and profitable growth in CIF through reduction in cost / wastages, analyze delivery trend, identifying means of controlling & reducing undeliverable & customer feedback, providing feedback to business, back-end and front-end teams.
• Review and monitor indicators with respect to productivity and quality of output. Ensure turnaround time and SLAs of the units are met adhered to
• Ensuring data security, information security for all activities being carried out by the vendor on behalf of HSBC. Conducting regular Audit Checks at the Vendor Premises & ensure recommendations are adhered to. Ensuring Inventory Planning, Control for all activities
• Ensuring in conjunction with Business Continuity Management (BCM) that where a service is deemed critical a business impact assessment is undertaken.
• Ensuring adherence to HSBC’s obligations under the contract

Principal Accountabilities

• Implement business process improvements to improve productivity.

Customers/Stakeholders

• Improve current levels of service standards for production, despatch and delivery of statements / cheque book printing / welcome packs etc..
• Ensure efficient coordination between vendor, HSBC offices/ officers & agency

Leadership & Teamwork

• Query Resolutions
• Compliance and Audit

Operational Effectiveness & Control

• Monitor SLAs
• Ensure all non-QC related activities to be done by HSBC officers are carried out efficiently & accurately by the team

Minimum Graduation or as required for the role

Useful Link

Link to Careers Site: Click HERE

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 The Hongkong and Shanghai Banking Corporation Limited, India