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Senior Manager

1 week ago

Quezon City, National Capital Region, Philippines HSBC Full time
Job Overview

This is a senior role within the Global Service Centre (GSC), responsible for leading the Client and Claims Team. The team's primary focus is on mortgage lines of business, ensuring efficient and effective processing of claims and disputes.

Key Responsibilities
  • Stakeholder Management: Primary focus on Mortgage lines of business, working closely with stakeholders to ensure seamless communication and issue resolution.
  • Governance Framework: Adhere to the governance framework of the GSC, including OOE/HR admin/GORR requisitions/BCP/BIA/Helios.
  • Departmental Processes: Undertake daily operations to agreed levels of accuracy and efficiency, providing high-quality customer service.
  • Point of Reference: Act as a point of reference for department processes, addressing internal queries and liaising with colleagues in GR sites and throughout mortgages when needed.
  • Audit Requirements: Ensure all processes within control are completed in accordance with audit requirements and within agreed service levels.
  • Team Standards: Assist Technical/Management to ensure the team upholds the bank's behaviors while providing high-quality customer service.
Qualifications and Skills
  • Background: Background in Disputes or Fraud Processing.
  • Proficiency: High proficiency in Microsoft Excel and other MS Office tools.
  • Attention to Detail: Conscientious with strict attention to detail.
  • Professional Communication: Ability to converse with professionals such as Lawyers/Solicitors.
  • Workload Management: Ability to manage own workload efficiently and meet deadlines.
  • Banking Knowledge: Understanding of banking terms such as Drawdowns/Disbursement/etc.
  • Independence: Demonstrated ability to operate independently with broad general guidance against a framework of defined business objectives.
  • Communication: Respond promptly to stakeholder inquiries.
  • Urgency: Ability to operate with a high sense of urgency.
  • Multitasking: Ability to multi-task and keep initiatives on track simultaneously.
  • Risk Management: Support the implementation and evaluation of risk management policies, processes, and procedures.
  • Accountability: Take ownership and accountability for issues and work to find solutions.
Minimum Requirements
  • All applicants must have successfully completed their probation period.
  • All applicants must have met the Behaviour Gateway in the last performance appraisal.
  • All applicants should have served at least 18 months in their current functional role and department.
  • All applicants should inform their respective line manager of their application.
  • Application form should be submitted via CareerLink along with the current CV.
  • All completed applications should be submitted via CareerLink by 11:59 PM on the closing date.
  • Have not been previously declined for the same post within the last 3 months on the date of submission of their application.
  • Have not been on ANY form of Corrective Action within the last 6 months from the date of application.

Declaring incorrect information in your application is considered a SERIOUS OFFENSE based on the HDPP Employee Handbook.