If you’re looking for a career where you can make a real impression, join Integral Service Center (GSC) HSBC and discover how valued you’ll be.
HSBC is one of the largest banking and financial services organizations 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 realize their ambitions.
Role objective
Act as a
single point of contact
for
Commercial Cards
clients (Programme Administrators, Treasurers, Finance Managers),
owning complex queries and issues end-to-end
with a focus on
First Contact Resolution
, a
consistent client experience
, and effective coordination with internal teams (Operations, Fraud, in-country teams, Product, etc.).
Key responsibilities
- End-to-end ownership of card issues
- Take full ownership of Commercial Cards issues from initiation through to closure.
- Be the “face” of HSBC/GPS for Commercial Cards matters and coordinate with other departments as required.
- Provide regular client updates and holding responses where appropriate.
- First Contact Resolution (FCR)
- Aim to resolve enquiries at the first point of contact (via email, or via call/Zoom where needed).
- Escalate and coordinate only when necessary, while retaining accountability for the case.
- Stakeholder management and operational alignment
- Build strong alignment across Card Operations, Card Service Managers, Client Account Managers (CAMs), and the Contact Centre.
- Complement and support Card Service Managers and CAMs on card-related matters.
- Client and internal advisory support
- Support GPS GB and CMB (CIB) clients as the primary contact for Commercial Cards queries/issues.
- Act as a Services champion (Subject Matter Expert) for RMs and Sales Managers (CMB/GBM), providing guidance to help structure transactions and service solutions.
- Support for digital channels (e-Channels)
- Provide technical guidance to