AM Card Operations

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Role Purpose

The jobholder has to monitor and manage the Credit & Debit Card Personalization, Deliverables Management, Returned card process for Credit cards and PIN processing. Monitor & manage third party vendors since card personalization, courier services & PIN processing are being provided by them.

Principal Accountabilities:

Impact on the business

Improve current levels of service standards for production, despatch, and delivery of cards & PINs
Monitor SLAs
Ensure efficient and accurate processing by HSBC and vendors
Ensure efficient coordination between vendors & internal customers.
Achieve financial benefits through cost save and process improvement / re-engineering projects and global standardization
Reduce cost of operation by improving productivity.
Clients/Stakeholders
Act as a preferred solution provider, provide customer focused and responsive service to customer’s / customer service groups.
Timely response to Customer queries (Mails / Calls /RMS /Feedback from CC & branches)
Proactive steps to be taken during anomalies and ensure minimal customer impact
Leadership and teamwork

Acquire professional qualifications and skills through attending training session conducted by associations
Conducting regular meetings with third party
Regularly coach the team members on any changes and process enhancements
Sharing of Best Practices with other regions.
Operational effectiveness and control

Achieve satisfactory audit ratings with no repeat comments from Group Audit.
No adverse findings from external auditors or any compliance review.
All adhoc process changes and modifications to be initialed and filed in the DIMs. To ensure that there are no instances of any compromise in basic internal controls as prescribed by the Bank
Requirements
Minimum Bachelor’s degree / Graduation with 2 years of experience
Holistic understanding of the Branch Operations and Processes of the bank
Sound understanding of the company’s customer service requirements
Useful Links

Link to Careers Site: Click HERE

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India
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