Assistant Manager - Customer Communications _ Channel Services

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Title: Assistant Manager Customer Communications, WPB OPS

The jobholder is responsible to take care of statement printing & emailing, cheque book printing , welcome pack etc.He/she will strive to achieve business goals set for statement processing with minimal error rates and turn around time. These parameters for the Unit are reviewed from time to time and are documented in the SLA with the vendor. The jobholder directly contributes to the profitability of WPB Ops by tracking errors as per various approved manuals & guidelines and by penalizing third party agency if agreed SLAs are not met. The jobholder is responsible for highlighting changes in new technologies for statement printing & emailing, cheque book printing welcome pack etc.. & share the outcomes/findings, wastages etc with stakeholders. The jobholder also needs to be alert to identify misuse of information by any staff of the vendor thereby proactively avoiding loss to the Bank.

In addition to the daily core activities, he/she is expected to review process efficiencies and redundancies. He/she will work towards identifying areas of process improvement and work towards automating sub-processes.

Role Purpose

• Motivate, lead, co-ordinate and manage Statement Processing & Statement Emailing Vendors
• Liaison with other functions such as Risk, IT, Marketing, Internal Control & Audit, Admin, Customer Support with the objective of achieving Business goals of Turnaround Times, SLA etc.
• Vendor monitoring - manage, monitor and train the Third Party for statement printing & emailing, cheque book printing, welcome pack etc.. related functions.
• To support a qualitative and profitable growth in CIF through reduction in cost / wastages, analyze delivery trend, identifying means of controlling & reducing undeliverable & customer feedback, providing feedback to business, back-end and front-end teams.
• Review and monitor indicators with respect to productivity and quality of output. Ensure turnaround time and SLAs of the units are met adhered to
• Ensuring data security, information security for all activities being carried out by the vendor on behalf of HSBC. Conducting regular Audit Checks at the Vendor Premises & ensure recommendations are adhered to. Ensuring Inventory Planning, Control for all activities
• Ensuring in conjunction with Business Continuity Management (BCM) that where a service is deemed critical a business impact assessment is undertaken.
• Ensuring adherence to HSBC s obligations under the contract.