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Fulfilment Operations Analyst with Italian

HSBC Service Delivery (Polska) Sp. z o.o.About the company

  • Kapelanka 42a, Kraków
    Kraków, Lesser Poland
  • Offer expired a month ago
  • Remote recruitment
  • contract of employment
  • full-time
  • specialist (Mid / Regular)

HSBC Service Delivery (Polska) Sp. z o.o.

Kapelanka 42a


Your responsibilities

  • Developing and maintaining high quality, accurate on line dash Ensure that common fraud / errors / irregular customer requests are identified and escalated in accordance with procedures in a timely manner

  • Demonstrate ownership and logical approach to activities undertaken, working collaboratively within the team to ensure that the bank meets its deadline for submission of responses

  • Ensure that the process requirements are met, adhered to and completed in accordance with established procedures and standards set

  • Complete assigned tasks in the established timeframe as per the process benchmarks

  • Ensure that the productivity and quality levels are achieved as per the standards set for the process

  • Ensure that all data requirements (timesheets and ad hoc process information) are accurately updated in a timely manner

  • Collect and keep the necessary transaction background information / source documents for analysis

  • Ensure that issues / problems are effectively investigated and resolved or appropriately referred with recommendations to the Line Manager

  • Identify best practice opportunities within the team and across BS locations

  • Maintain and improve the delivery of “superior” customer service by working as directed by management

  • Proactively contribute to find ways to improve service quality and exceed customer’s expectations

  • Receive/make calls from/to internal customers

  • Provide support and guidance to new operational staff to meet expected standards and objectives

  • Contribute to the creation of a supportive work environment driven by HSBC values

  • Contribute to self-development through expanding job and industry knowledge and ensure all mandatory training is undertaken in a timely manner

  • Apply knowledge of relevant operational manuals (including the Ops FIM), anti-money laundering, sanctions and internal procedures/policies and regulatory requirements of the business to ensure suspicious transactions are promptly escalated and to continually evaluate the operational risks inherent in the process

  • Proactively contribute to suggest ways to increase productivity in the process

Our requirements

  • Bachelor’s degree

  • Relevant operations experience or knowledge beneficial

  • Strong interpersonal skills

  • Excellent written and verbal communication skills in English and Italian

  • Proven track record of delivering high level of customer service

  • Ability to read and write in Italian, ability to speak Italian an advantage

  • Ability to handle multiple tasks and prioritize them depending on the criticality of the tasks

What we offer

  • Stable job in professional team

  • Interesting career path in an international organization

  • Private health care, employees’ benefits

  • Courses & training for our employees

  • Modern office buildings near the city center of Kraków

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • corporate sports team

  • doctor’s duty hours in the office

  • retirement pension plan

  • corporate library

  • no dress code

  • video games at work

  • coffee / tea

  • parking space for employees

  • leisure zone

  • extra social benefits

  • employee referral program

  • opportunity to obtain permits and licenses

  • charity initiatives

  • family picnics

  • extra leave

Recruitment stages

Phone interview


Online assessment


Zoom interview


Welcome to HSBC!

HSBC Service Delivery (Polska) Sp. z o.o.

HSBC is one of the world’s largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through a network that covers 64 countries and territories.

HSBC Service Delivery (Polska) Sp. z o.o. is HSBC's global finance, operations, risk and technology centre. We use our unique expertise and capabilities to provide specialised services – our people range from technologists transforming the banking experience to operations professionals managing 1.7 trillion payments a year.

Our Purpose – Opening up a world of opportunity – explains why we exist. We are bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

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About the role

  • The DBS environment emphasizes on the delivery of a highly professional customer focused service, with a continuous undertaking for improvement in terms of service and cost effectiveness

  • Fulfilment Ops is a newly created Business Service providing a range of services to Business Partners