AVP Payment Investigation and QA

Some careers shine brighter than others.

If you’re looking for a role that will help you stand out at HSBC, take a look at how you can fulfil your potential.

Our GCOO organisation is critical for HSBC. This team partners closely with business teams to drive simplification and deliver exceptional customer outcomes in Asia and the Middle East region which covers 26 markets, 600+ offices and branches, and more than 140,000 employees. By strengthening our control environment and enhancing risk management, we drive operational excellence and enable the bank to deliver focused and sustainable growth in this super-region.

Responsibilities:

• The jobholder organizes and manages a team in Payment Investigation, Payment Helpdesk and Quality Assurance, ensuring a high standard of service in terms of speed/productivity and accuracy is well maintained.
• The jobholder keeps staff's morale is in high level to perform their job well to maintain customer's satisfaction in achieving SLA, TAT, ADR, and Productivity Payment Investigation, Payment Helpdesk and Quality Assurance target.
• The jobholder must effectively and efficiently manage the day-to-day performance of Payment Investigation, Payment Helpdesk and Quality Assurance to support business growth and product owners.
• Manage Payment Investigation, Payment Helpdesk and Quality Assurance resources effectively, ensuring that costs are controlled, and financial performance targets are met.
• Ensure the process turnaround time (TAT) meet with agreed SLA.
• Review on SLA achievement and formulate the strategy to improve SLA achievement.
• Review on SUT and Capacity Plan to ensure the sufficient resources to absorb the business growth.
• Handling related queries / issue from customers group / branches come from email/chat and by phone.
• Ensure all staff have the capability to provide high standard of service and process comprehensive job knowledge.
• Coaching and counseling the staff and develop under-performed staff.
• Identifying training needs for the staff.
• To assist line manager and Payment Services Lead preparing any required reports/statistics and support any project and or process improvement.
• Drive innovation across Payment Service organization.
• Proactively improve processes to mitigate errors.
• Proactively identify and escalate issues.
• To ensure implementation of audit recommendation and compliance with the group & local regulatory standards and guidelines.

To be successful in this role, you should meet the following requirements:

• At minimum 10 years of experience in Financial Industry with background in Operation, Domestic and Cross Border Payment will be an advantage.
• Excellence knowledge about Payment Product and Risk Management.
• Demonstrate strong leadership, ability to interact, communicate and negotiate effectively at all levels and across all functions.
• Possess strong analytical reasoning skills.
• Detailed oriented and passionate about numbers.
• Fluency in MS Office applications
• Pro-active, independent, and able to navigate complexity.
• Develop a strong risk culture within a team to have sustainable controls on risks.
• Handle issues and incidents in timely manner and are responsible for escalation to stakeholder in timely manner.
• Should have good knowledge of HUB core banking system, SWIFT, Central Bank’s regulations in RTGS, SKNBI (National Clearing System), BI FAST, Cheques and Account Services.

You’ll achieve more at HSBC

HSBC is committed to building a culture where all employees are valued, respected and every opinion counts. We take pride in providing a workplace that fosters professional development, flexible working, and opportunities to grow within an inclusive and diverse environment. We want everyone to achieve their potential with equality regardless of gender, ethnicity, disability, religion, age, or any other trait protected by applicable law. If you need any support or have any access requirements, we encourage you to inform us through email at recruitment.hrd@hsbc.co.id at the time of your application, so that we can support you through your recruitment journey.