Cheque Processing (UAE National)

Cheque Processing (40009)

Duties & Responsibilities

• Awareness and implementation of core operating procedures of the department and demonstrate understanding through application in the process
• Work is organized and processed / completed within agreed timescales, including ongoing monitoring and review of workflow and priorities, in accordance with procedures
• Timely escalate any system downtime to prevent impact to service SLA and support continuity of processes
• Support ad-hoc projects within scope of department responsibilities
• Management information, other required data and communication are completed accurately and supporting statistics/reports/returns are presented within agreed timescales.
• Perform activities as per required timeliness and desired quality to support customer outcome. Process productivity and quality targets are monitored and achieved
• Manage escalations where required to respond to business and client priorities
• Support complaint resolution where required as is within scope of department processes
• Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence.
• Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer.
• Customers are kept fully informed of progress.
• Support Audit, CCO and Assurance reviews/engagement where appropriate within the department processes
• Ensure timely completion of Mandatory learning requirements to support continued awareness and knowledge of key controls, policies

Experience & Qualifications

• Actively participate in department activities, 1:1, events, etc
• Undertake process QA and support team feedback and learning to improve overall
• Increase personal capability and knowledge through cross-training across the department and provide back-up for other colleagues
• Awareness of the control framework related to role and demonstrate effective application of controls
• Proactive escalation of any identified process issues and supported remediation to address issues and deliver action plans
• Adherence to defined performance standards – assessed through timeliness and quality KPI
• Adherence to defined procedural requirements for the process – assessed through QA / checker controls
• Actively support roll-out of initiatives and projects
• Experience in managing a team.
• Experience in handling internal and external stakeholders.
• For further details and application information please visit our careers site, searching under reference number.
• We support our staff to adopt flexible and alternative ways of working where possible, including working from home and different hours subject to approvals.
• HSBC is committed to building a culture where all employees are valued, respected and opinions count.
• We take pride in providing a workplace that fosters continuous professional development, flexible working, and opportunities to grow within an inclusive and diverse environment.
• 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.
• Issued by The Hong Kong and Shanghai Banking Corporation Limited