AVP Video Customer Identification Process, HSBC

AVP Video Customer Identification Process

HSBC

Location:
India, Chennai

Category:
Banking

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

To provide Best in Class service from customers located within India. Leverage this contact center inbound channel to do video kyc services thus maximizing revenue for the Bank.

Job Responsibility:

Responsible for leading, coaching, motivating and developing a team of 20-25 Video KYC Representatives in an inbound Video KYC service request for HSBC products and propositions
Through actions promote and hold accountability to the highest level of customer service
Manage daily, weekly and monthly MI requirement as and when requested by relevant stakeholders
Liase with different teams across region to ensure excellent customer service for Video KYC process
Deliver upon quantitative and qualitative key performance indicators, in line with our business strategies and regulatory requirements

Requirements:

Graduate with experience in service industry/retail sector/customer service roles
Hiring experience and sound knowledge on HR policies and procedures
Sound understanding of quality and customer satisfaction measures deployed in Contact Centre environment
Excellent leadership qualities, including ability to drive and motivate the team to deliver under pressure
Excellent written and verbal communication skills
Good prioritizing, planning and organizing skills
Experience in coaching and developing individuals to improve on performance and helping them in their career growth
Understanding of Operational Risk, Compliance norms and Audit requirements from a Contact Centre perspective
Knowledge of Video KYC operations preferred
Contact Centre experience would be essential
Knowledge of HSBC India Bank processes would be desirable

Nice to have:

Knowledge of Video KYC operations
Knowledge of HSBC India Bank processes

Additional Information:

Job Posted:
September 12, 2025

Expiration:
September 30, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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