Principal Accountabilities

• Ensuring that the Service Level Agreement is meticulously maintained through completing tasks within deadlines. Service Tracker is to be thoroughly maintained, and any exceptions are to be communicated to the Manager.
• Contribute to Overall Operating Efficiency by proper usage of iCATS. Minimization of operational errors and logging errors into iCATS.
• Ensure all Transactions received are processed by the Operators within the standard timeframe. Ensure dual checking for each transaction.
• Ensure awareness of Group & Local Regulatory Policy, Internal & External Audit Findings and Guidance from Compliance, regarding own area of operations. Imbibing findings into daily operational process. Any exception is escalated to Supervisor.
• Ensure a proper understanding of relevant sections of the DIM/FIM/Process Note/Relevant Central Bank Guidelines/Circulars/Relevant Group Communication & Managerial Letters
• Strictly Follow Information Security Policy. Ensure Information provided to Internal & External Parties confirms the guidance from the Information & Security Risk Team.
• Protect confidential information by ensuring that workstations are locked and maintaining a clean desk policy while leaving the desk. All Cabinets & Drawers should be locked when not in use.
• Ensure Proper Periodic reconciliation of GL Accounts and proper Signoff in cadency system. Aging Items in the GL Accounts to be escalated to all necessary parties with proper actions plan for rectification. Be Responsible for all Security Items in own areas of control
• Ensure timely & satisfactory response to Queries from Stakeholders.
• Ensure proper & Timely Answer to Customer Feedback Monitoring System (CFMS). Ensure Proper MI Generation for respective areas. Ensure Timely Completion of Projects relevant to own area.
• Safeguard the Bank from potential loss and protect the reputation of the bank by ensuring that BIM, FIM, Audit requirements are strictly followed and that internal controls are maintained at the highest level.
• Maintain HSBC Internal Control Standards, implement and observe Group Policy and Maintain awareness of operational risk and minimize the likelihood of it occurring

Experience, Skills and Qualifications

• Bachelors degree from a public/private university
• Preferably have knowledge of statutory payment processing through the A-Challan platform.
• Previous experience in Operations Management including strong operational control capabilities and a proven track record in delivery
• Proficiency in Central Bank guidelines on BACPS, BEFTN, RTGS, and NPSB transactions processing
• Strong planning, organizing, problem-solving, and analytical skills with effective team management capabilities.
• Proficiency in MS Office applications (Word, Excel, PowerPoint).
• Strong negotiation and influencing skills
• Strong interpersonal and communication skills