Team Lead Video KYC

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Business Descriptor:

Contact Centre Business plays a central role in maintaining our reputation as a leader in banking in Hong Kong. It serves as a vital channel in ensuring successful business development while addressing customers different financial needs and delivering quality banking service to our millions of customers through multiple touchpoints including inbound and outbound calling activities. The value of Contact Centre Business continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas.

Job introduction

Video KYC team is a business-aligned customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation simplification and continuous improvement of processes across the full range of HSBC operations the division simultaneously takes responsibility for managing operational location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.

The Opportunity:

To provide Best in Class service from customers located within India. Leverage this contact center inbound channel to do video kyc services thus maximizing revenue for the Bank.

Job Responsibilities:

• Responsible for leading coaching motivating and developing a team of 15 Video KYC Representatives in an inbound Video KYC service request for HSBC products and propositions.
• Through actions promote and hold accountability to the highest level of customer service.
• Manage daily weekly and monthly MI requirement as and when requested by relevant stakeholders
• Liase with different teams across region to ensure excellent customer service for Video KYC process
• Deliver upon quantitative and qualitative key performance indicators in line with our business strategies and regulatory requirements (i.e. scorecard).

Qualifications:

• Graduate with experience in service industry/retail sector/customer service roles
• Hiring experience and sound knowledge on HR policies and procedures
• Sound understanding of quality and customer satisfaction measures deployed in Contact Centre environment
• Excellent leadership qualities including ability to drive and motivate the team to deliver under pressure
• Excellent written and verbal communication skills.
• Good prioritizing planning and organizing skills.
• Experience in coaching and developing individuals to improve on performance and helping them in their career growth
• Understanding of Operational Risk Compliance norms and Audit requirements from a Contact Centre perspective
• Knowledge of Video KYC operations preferred
• Contact Centre experience would be essential and knowledge of HSBC India Bank processes would be desirable

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.

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Issued by The Hongkong and Shanghai Banking Corporation Limited India