Job type full-time regular / permanent
Full job description
Business: group insurance coo/operations
Open positions: 1
Role title: am- technical specialists
Location (country / city): hyderabad
Recruiter name: kalim sheikh
Why join us?
Our global service centres are an integral part of global businessesEmployees based there manage day-to-day customer transactions and processes for the global businessesThis may include transactions for our retail bank such as processing loans, credit cards, insurance and mortgage applications, opening new accounts, and managing customer enquiries through contact centres and digital platforms.
Group insurance team manages end to end customer life insurance and this process has been in existence in gsc for past 20 yearsWe cater to uk and singapore regions for life insurance policiesThe enthusiastic team services various request from the customer throughout their journey with us from the new business stage to policy closureImproving customer experience and making our processes simple , better and faster each day has remained as our key focus.
Acquire a good understanding of processes assigned to; allocate tasks on a daily basis to the team consisting of customer service executive(s)Handle escalations, resolve queries and support team to handle customer queries / issues effectivelyPlan capacity and perform volume analysis through effective allocation of resourcesProduce, interpret and analyse management information (mi)Ensure compliance as per audit requirements by performing the required audit checks for the processProvide leadership to team assigned, consistent with group and company policies and standards.
The jobholder is required to make decisions, plan and control the teamAbide by the respective operations manuals or any other manuals/guidelines or proceduresIdentify and resolve queries on a day-today basis and also able to identify problems and recommend improvementsEnsure that the process performance metrics are met.
What you’ll do:
Individual contributor role leading to stabilizing the end to end process.
Manage and build a strong relationship with business / projects / senior relationship managers and onshore officers through regular dialogue
Compile and complete the training monitoring plans, training material alongside with different sme and team leaders within the processes
Undertake quality checking of the audited work by the team to ensure quality standards are met at all times
Undertake complaint reviews and come up with root cause analysis, see if there are any procedural gaps or improvement required and drive continuous improvement environment within processes.
Reviewing existing internal quality and provide solutions to enhance this within the team
Lead by example in delivering excellent customer service through sharing of best practices and ideas
Effectively resolve process related queries with regard to life uk
Create a supportive work environment driven by people centric values
Acquire excellent process knowledge to handle escalations, resolve complex queries & complete quality checking as per the pla
Manage work for quality and ensure compliance with audit requirements.
Usage of mi for business monitoring and improvement
By actively contributing to the activities& functions of uk life and gsc.
Ensure all procedures are reviewed periodically with help of team leaders and ensure procedures are up-to-date at all times.
What you will need to succeed in the role:
Good understanding of the uk life insurance process (d)
Ability to negotiate & build strong relationship with business partner or onshore centers (e)
Ability to lead projects from process perspective (d)
Excellent communication skills (e)
Excellent business relationship management skills (e)
Excellent prioritization, planning and organization skills (e)
Ability to learn very quickly and transfer knowledge appropriately (e)
Ability to derive insight from large amounts of data from diverse sources(d)
Decision making based on experience, judgment and process knowledge (e)
Intermediate micro-soft excel and power-point knowledge(d)
Ability to conduct process induction to the new joiners(e)
What additional skills will be good to have?
Proven ability, with a successful record of accomplishment in risk, operational and regulatory management
Positive attitude and ability to manage key stakeholders
Relevant commercial customer management experience
Excellent interpersonal skills, with a particular emphasis upon inspiring, influencing and negotiation skills in dealing with internal and external customers
Ability to multi-task, work within tight time lines and under pressure
Sound knowledge and experience in banking services is highly desirable
Team player and enthusiastic personality with a drive to succeed
Commercial acumen / prior customer service experience would be an added advantage
A bachelor’s degree or with equivalent industry/functional experience.
Computer literate and ability to work on basic applications like ms excel, ms word and outlook (e)
Excellent communication skills in english – written and verbal (e)
Ability to be flexible and willing to change along with changes in corporate and department objectives in addition to recommending changes to assist in meeting these objectives(e)
Ability to learn quickly and adapt to evolving and changing prioritiesProcedures change frequently; selected candidates are expected to implement the changes immediately with minimal training(e)
Is self-motivated, pragmatic - sense of urgency is a must (e).
Link to candidate user guide:
Go to the below link and type “ind gsc : ijp applicant user guide” in search bar.
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 countWe take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environmentWe 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.”
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.
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* the information contained in this job description is a true and accurate reflection of the job as specified
Posted 1 day ago