Service Analyst, GSC's

Job description

GCB 7

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Global Service Centres

Our Global Service Centres are an integral part of Global Operations. Employees based there manage day-to-day customer transactions and processes for the global businesses. This may include transactions for our retail bank such as processing loans, credit cards, insurance and mortgage applications, opening new accounts, and managing customer enquiries through contact centres and digital platforms.

Employees in the Global Service Centres also run and manage operations for commercial bank customers. This includes processing credit applications, facilitating payments and managing the import and export transactions that enable customers to protect and grow their businesses through international trade.

Purpose of Department

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Proactively picks up and resolves all Service requests received within the agreed SLA, including the provision of ad hoc and regular reporting

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Provide knowledge transfer and training to users for Tableau and support self-service functionality

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Escalation of complex/problematic requests to line management, including overdue incidents

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Manage relationships with internal and external stakeholders, working with internal/external business groups to acquire a deep understanding of processes and operations.

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Provide guidance on self-serve reports and ensure that all work is processed in accordance with the established and documented procedures.

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Provide support to Procurement transformation projects where applicable

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Ensure all deliverables adhere to the agreed Quality Assurance, Change Control and Release Management procedures and standards

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Execute initial issue diagnosis and prioritize the resolution of incidents and issues.

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Update and maintain the knowledge base and supporting process/technical documentation.

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Participate in data management and data governance activities, ensuring all data practices comply with regulations of all geographies under remit.

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Understand customers' requirements and proactively provide data and analysis.

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Escalate anomalies detected by self or requestors to data/dashboard developer as and when noticed/received.

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Ensure all data activities are conducted in a secure way, adhering to all policies

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Ensure to adhere data standards, policies and regulations

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Ensure the continuing development analytical capability in order to respond to business requirements

We are currently seeking an ambitious individual to join this team in “Service Analyst, GSC's”. In this role, you will:

Impact on the Business/Function

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Interfaces with the business, ensuring full understanding of requirements and ability to translate technical and non-technical requirements for the appropriate user group

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Ensures the delivery of information to support the strategic and tactical information needs of change.

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Ensuring compliance with HSBC Group company policies and procedures, including regulatory requirements.

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Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.

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Validate and monitor the provision of training, providing further support to the user base of Tableau

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Manage all risks ensuring the appropriate recording and monitoring of risk mitigation

Customers / Stakeholders

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Work with service lead to support business needs in the areas of data maintenance, data governance, risk management and data good practice.

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Consult with stakeholders to determine data requirements.

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Share information with stakeholders in suitable forms, these may be charts, tables or templates

Desired profile

Qualifications :

Skills/Experience Required

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Experience with VBA, SQL, Python, and Tableau or other computer languages highly desired

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Strong computer skills particularly in Microsoft Office applications, especially Excel

The number of position for this job is 1.

Additional Information

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All applicants must have successfully completed their probation period.

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Employees must meet performance and behavioral standards as defined in the policy.

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All L8 & L7 applicants should have served at least 12 months and should have successfully completed respective learning curve tenure, in their current role as on closing date.

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Applicant should not be on a corrective action plan/ disciplinary action in the last 6 months or any other performance action as on the date of application.

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Application form should be submitted along with the current CV.

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All applicants should inform their respective Line Managers of their application.

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All the completed applications should be submitted on or before the closing date.

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Applicant should not be on a corrective action plan/ disciplinary action in the last 6 months or any other performance action as on the date of application.

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The Company reserves the right to change any terms and conditions related to employment, mentioned in the Offer Letter and the Rules and Regulations governing the conduct of the employee in the Company. Such change would be intimated by the Company through an internal communication to the employees at large.

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Right to work is required. Local employment rulings and restrictions will apply.

You'll achieve more at HSBC

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.

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

***Issued By HSBC Electronic Data Processing (India) Private LTD***