Responsible for developing process improvements as needed to increase efficiency in daily workflow, assisting in the implementation of system upgrades or new systems.Actively supporting the businesses in the definition and execution of strategic digital, innovation and GLCM product opportunities in alignment with the GLCM strategy.Drive Global Liquidity and Cash Management (GLCM) innovation.Manages and maintains positive, proactive relationships between HSBC and business customers.Complete other related duties and projects as assigned.

Define tasks and set deadlines,Analyze and report training teamneeds,Monitor team performance and report onmetrics,Listen to team members' feedback andresolve any issues or conflicts, Duties may involve setting performance goals, conducting evaluations, providing feedback, identifying areas for improvement, and developing strategies to enhance overall efficiency and productivity.

Identifying areas where technical solutions would improvebusiness performance , Providing knowledgeresources and information to support agentsAssist advisors with material request andaccount updates, Address customers concernsaccurately and timely, collaborating with various stakeholders to ensure accurate and up-to-date information.

Provide feedback, coaching and training sessions with the goal to boost customer satisfaction and loyalty based on NPS insights,Study and analyze the data to identify the core points affecting the process's NPS, CSAT and DSAT.

Communicate positively with all involved parties in order to facilitate customer's reception of the expected distinguished service.Obtain and evaluate all relevant information to handle customer and service inquiries.Assisting network customers with their technical issues.Assisting Customers to pay their bills.Respond promptly to customer inquiries.Handle and resolve customer complaints.Complete other related duties and projects as assigned.

Assisting western union customers with their wire transfers inquiries.Obtain and evaluate all relevant information to handle customer and service inquiries regarding the transfers and the agreed SLA.Handle and resolve customer complaints.Deliver prompt, accurate and excellent customer experience.