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Hsbc
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AVP Video Customer Identification Process

AVP Video Customer Identification Process

Hsbc

4 - 20 years

25 - 30 Lacs

Chennai

Posted:15 hours ago| Platform:

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Skills Required

risk compliance Usage Operational excellence Operational risk Customer satisfaction Service industry Banking HR policies Customer service Auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

Some careers open more doors than others.

If you re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

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 20-25 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).

Requirements

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

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AVP Video Customer Identification Process