HSBC Hiring for Documentation Associate at Gurgaon, Haryana Full Time

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Role Purpose

Trade is a core product for the Group across various customer segments, including GBM, CMB, and Private Banking. The jobholder is responsible for providing a high level of customer service in the processing of documents within the Document Management Unit, in line with or exceeding service level parameters, minimising operational risk by applying ownership with a high degree of attention and ensuring accuracy.

To provide support to the GTRF Middle Office operations team as required, including processing support.

Principal Responsibilities –

Impact on Business

General

Maintain and improve the delivery of “superior” customer service by working as directed by management to ensure that all work is processed within SLA.

To ensure that all work is processed with guidelines and appropriate timescales in order to minimise operational risk and/or customer complaints.

Responsibility for resource management and work allocation taking into consideration absenteeism, and utilisation of cross trained resources to ensure operation is staffed to meet the strategic objectives of the business.

Facilitate adequate and timely cascading of all procedural changes to avoid non-compliance with agreed procedures.

Ensure nil instances of sanction breach/WOLF and Financial Crime Risk violation received.

Identify opportunities for process improvement initiatives through best practice sharing

To be aware of the nature of our customers business and alert any unusual transactions, to Line Management

Good, flexible, proactive and enthusiastic team player.

Ad hoc duties as directed by the business.

Administrative Duties:
Email management; drafting, responding, prioritising and printing.

Display good communications skills, identify and deliver important and urgent messages

Place stationery orders via BuySmart for general office supplies, business cards, diaries, etc

Customers / Stakeholders

Ensure that the customer is at the heart of everything we do both personally and as an organisation by ensuring work is completed in accordance with established procedures and standards.

Ensure a high degree of accuracy in order to minimise operational risk.

Work productively and professionally. Demonstrate ways to improve customer service and increase productivity.

Monitor service quality standards and set benchmarks for high performance.

Monitor pending items queue/referral queues to ensure closure on aged items and escalating where appropriate.

Proactively identify problems and effectively work to resolve them sharing best practice with other TRF teams.

Leadership & Teamwork

Acts as a role model for our Group Values and behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values.

Lead a highly motivated and skilled team, where skills and knowledge openly shared, which allows GTRF to meet the business objectives.

Values diversity amongst the team.

Acts a as mentor to assist new joiners as required

To develop ones self by expanding job and industry knowledge by ensuring all trainings and e learning is completed within timescales

To identify best practice opportunities within the team and across locations

Operational Effectiveness & Control

Maintains HSBC internal control standards.

Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres.

To continually evaluate the operational risks inherent in the process you work and to raise any concerns with Line Management.

To be fully conversant with FIM, anti money laundering, internal procedures, polices and sanctions and regulatory requirements of our business partners.

Ensure all mandatory training is undertaken in a timely manner.

Requirements

Essential:
Minimum Graduation or as required for the role, whichever is higher

Excellent interpersonal skills, with a particular emphasis upon influencing and negotiating in dealing with customers and colleagues.

Ability to effectively plan and organise and manage a team of documentation assistants.

Good working knowledge of International Trade required.

Prior years experience in Global Trade and Receivables Finance operations in processing transactions and providing service to customers.

Excellent communication skills, including written and verbal.

Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development.

Working knowledge of ICC Publications such as UCP/ISBP/ ICC OPINIONS / URR/ URC as applicable to their role.

Desirable:
Broad knowledge of HSBC’s Group capabilities and CMB’s proposition and product capabilities.

Useful Link

Link to Careers Site: Click HERE

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India