HSBC Looking for Associate, GSC’s at Bengaluru, Karnataka Full Time

Why join us?

Frontline Support team aligned to WDAC, the function has been set up to provide platform and user support to some of the key frontline applications within wholesale like Client Management Experience (CME), CVLite, CSP, Actionable Intelligence (AI), e-Share, eCO Orchestra to name a few. The team is responsible for supporting users on all the platforms and act as bridge with product owners and IT for any platform issues. Team is also responsible for user and client data on these applications while also maintaining the data sync in downstream systems. The team works closely with CME program to ensure the success of the product is achieved and widespread user adoption. With the integration into wider Frontline Support team, will aim to transform into a one stop help to various business groups and applications. The job involves user support, data analysis, reporting, and data management

What you’ll do:
The role encompasses a various responsibility.

Provide first-line functional support for CME, CSP, AI and other Frontline applications. Action user requests by following the agreed procedures, investigate and provide resolution for all requests received on (FLHD) Frontline helpdesk.

Monitor the requests and workload in the different queue to ensure that Service Level Agreement (SLA) is honoured.

Report technical issues to IT Support and act as a bridge between users and IT by owning the request throughout the life cycle by ensuring the end user is kept updated on the progress.

Understand and deliver excellent user support. Process user instructions accurately to achieve agreed quality standards and targets (as amended or notified from time to time) on all the processes worked.

Maintain balance between quality, productivity and strive towards excellence.

Identify training needs and ensure development through various training courses available.

Understand and demonstrate intelligent use of system tools and procedures.

Ensure accuracy of data and deliverables with comprehensive policies and processes.

Data cleansing – identifying, assessing and resolving any data quality issues.

On an ad-hoc basis, test new functionality/capabilities on the UAT.

Undergo continuous learning and enhance job specific skills over-time.

Pro-actively suggest and design improvements in process workflow, procedures where applicable.

Take ownership of work done and have high execution capabilities.

Responsible for adhering of DIMs (Desk Instruction Manuals) and SOPs (Standard Operating Procedures) along with day to day query resolution and ensuring SLA adherence.

Active involvement in various Forums & providing support and insight/solutions.

To have a good understanding of the GB and CMB FIM Policy, Line of Business procedures and guidance documents.

To keep themselves updated on the latest procedural / policy changes and work with the program team seeking clarifications.

To adhere to all audit requirements including but not limited to Declaration of Secrecy / Data Protection Act / Health Safety and Security / Clear Desk Policy / Process Specific Audit requirements / Compliance Requirements

Ensure adherence with all the applicable compliance policies (Data security policy, AML, operational risk, Functional manual, Group Compliance Manual, Audit recommendations, Internal Control requirements, regulatory guidelines etc.) and business standards of Organization as applicable. Take timely action on Audit comments and be able to demonstrate compliance with Internal controls.

Proactive highlighting of audit and compliance issues to the management team. Ensure that all existing audit recommendations within their remit are closed out.

Over and above providing user support. This role also involves liaising with the business partners as well as colleagues and senior onshore partners thus ensuring timely resolution of queries

Requirements

What you will need to succeed in the role:
Bachelor’s or Master’s degree from reputed university.

Experience and good knowledge of working in the Banking and Financial Sector.

Ability to perform a detailed and complete analysis of user issues and problem-solving skills.

Excellent business communication (written and verbal) and with presentation skills.

Candidate should have the ability to build connections, promote ideas and work collaboratively with the team and key stakeholders.

Ownership capability, adapt to multi data environment with quick learning ability.

Experience of working in an Agile environment.

Highly effective in narrating the analytical output to stake holders, draw agreement on business actions or formulate strategies.

Familiarity with working in any frontline system like CRM or prior experience in Support environment is desired.

Strong Microsoft suite (MS Office, Excel, PPT etc) skills.

Strong analytical skills and understanding of data quality management principles.

Good communication skills in both written and spoken. Ability to develop and effectively communicate complex concepts and ideas.

Ability to work in cross-functional teams. Strong interpersonal skills and drive for success.

Independent worker with high drive and can support Global teams with demanding work hours.

Flexible to work in different shifts on rotational basis.

What additional skills will be good to have?

Proven ability in handling projects independently.

Proven success in contributing to a team-oriented environment.

Proven ability to work creatively and analytically in an innovative environment.

Demonstrated high energy level, flexibility, enthusiasm, and willingness to learn.

Excellent verbal and written communication skills – fluency in English

Ability to derive insight from large amounts of data from diverse sources

You’ll achieve more at HSBC

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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