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Job ID: 0000L4UM Description Human Resources (HR) Human Resources leads the implementation of the Group’s People strategy, facilitating talent management, succession planning and employee mobility while defining and overseeing frameworks that support employee performance management, reward, learning and development, resourcing and engagement. Ensuring talent practices support relevant stakeholders and reflect HSBC values, the function reviews the people implications of business plans while delivering policies, projects, processes and activities in support of business objectives. We are currently seeking an experienced professional to join our team. In this role, you will: - Provide advice, guidance and coaching, in relation to complex customers enquiries across aspects of HR Services. Relationship manage and co-ordinate support for multi –stranded enquiries, such as movers/joiners/leavers. - Provide end to end co-ordination and quality assurance of query and transaction resolution. - Support the Change journey for People managers around a broad range of HR Processes. Give support and encourage customer adoption of HR Systems and tools. - Support continuous improvement initiatives by using case and knowledge tools, working in partnership with GSOs and Customer Contact teams to ensure efficiency and effectiveness of the Service Model. - Act as escalation point to resolve business-specific problems or to coordinate multiple HR specialists to resolve complex people issues. - Support complex interpretation of policy and procedures and provide oversight of some complex events which need higher touch handling (e.g. redundancy programme) working with the HR Business Partner and specialist teams where relevant. Qualifications To be successful in the role, you should meet the following requirements: - Excellent organisational and planning skills / attention to detail. - Excellent interpersonal and communication skills. - Well developed analytical, problem solving and decision making skills combined with influencing and negotiation skills. - Proven ability to work well under pressure within demanding and changing timescales/deadlines. - Able to rapidly develop a detailed knowledge customer contact practices and procedures. - Evidence of success in an operational HR role. - A good understanding of the principles of Employee relations. - A sound working knowledge of HR principles and procedures. - Good knowledge of HSBC Group. - Desire to grow Knowledge of HR systems and tools. - Strict adherence to the requirements of confidentiality, discretion and integrity. - Calm under pressure. - Commitment to customer service. - Able to re-prioritise tasks. - Proactive approach to customer service - Able to demonstrate use of initiative. - A strong team player/teamwork. - Previous experience in a customer-facing environment. - Previous experience in a HR environment. You’ll achieve more when you join HSBC. HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within and inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. #LI-TZ1/JJ Issued by HSBC Bank (China) Company Limited