Operations Assistant, Payment Services

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Digital Business Services (DBS) is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. Digital Business Services combines global expertise and technology to help keep us ahead of the competition.
We are currently seeking a high calibre professional to join our team as an Operations Assistant, Payment Services.
Job Purpose:
• Maintain and improve the delivery of "superior" customer service by working as directed by management to ensure that all transactions are processed within performance level agreements (PLAs) and in line with the global business demand statements.
• Identifies best practice opportunities within the team and across BS locations.
• Process customer instructions accurately in accordance with agreed quality standards.
• Demonstrate ways to improve service quality and exceed customer's expectations.
• Receive/make calls from/to customers (internal/ external) (applicable to voice processors only)
• Provides support and guidance to new operational staff to meet expected standards and objectives.
• Contributes to the creation of a supportive work environment driven by HSBC values.
• Contributes to self-development through expanding job and industry knowledge and ensures all mandatory training is undertaken in a timely manner.
• Apply knowledge of relevant operational manuals (including the Ops FIM), anti-money laundering, sanctions and internal procedures/polices and regulatory requirements of the business to ensure suspicious transactions are promptly escalated and to continually evaluate the operational risks inherent in the process.
• Ensure that transactions are executed in accordance with the established procedures and standards
• Demonstrate ways to increase productivity in the process