If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Analyst- Dialler

Role Purpose:

The collection of delinquent customers, and the generation of income for the bank through sales activity, is undertaken in an increasingly sophisticated and technical environment. The use of multiple contact channels includes Outbound Dialler, Workforce Management, Inbound, and Digital channels. The scope may include Collections, Sales, Fraud, and Contact Center for WPB.

To execute on the agreed strategy that has been set for each of the contact management channels. This ensures we provide customers with a high level of service while meeting compliance, legal, and conduct risk guidelines. The role will interact with the regional contact management team members. In some situations, one will be asked to engage with CM members outside of their immediate region.

Main Activities:

Execute / manage all channels including but not limited to (dialler, inbound, WFM, and digital) as appropriate for specific strategy needs across supported businesses. Follow all compliance and governance procedures in line with the appropriate guidelines applicable in thebusiness units.Work with other Contact Management team members to develop and implement ‘best practices’ within theRegion.Comply with internal controls, adhere to country compliance and legal requirements.Ensure that all Contact Management related activities meet the conduct risk guidelines. Communicate all.potential gaps appropriately, even outside of one’s immediate responsibility.Read and understand the relevant policies and undertake any regulatory / compliance training.Perform quality checks and support process standardization as directed.Suggest process improvements.