Customer Service - Apprentice (12 Months)

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Role Purpose

We are looking for an Assistant Manager apprentice (for a period of 12 months) based in Gurugram to support the Digital team with day-to-day Digital Operations activities. The role involves coordinating operational workflows, monitoring requests and issues, maintaining accurate records and supporting process improvements. We welcome candidates with some relevant experience who are keen to learn and can progressively take ownership of assigned responsibilities.

Qualification: Minimum Graduation or as required for the role, whichever is higher

Pro Tip: Familiarity with AI-enabled tools is an advantage.

Eligibility Criteria

·AMIN employees will be eligible to apply to this role after completion of 12 months in the current role/position at the time of application on level transfer and/or promotion.

·Entity Employees (not from AMIN) to be guided by their internal policy on tenure completion in current role at the time of application before applying and share line manager approval once shortlisted.

Key Responsibilities

• Support daily Digital Operations activities and complete assigned tasks accurately within agreed timelines.
• Track operational requests, work queues and pending items, and coordinate follow-ups through to closure.
• Monitor digital process issues, document relevant details and escalate exceptions to the appropriate teams.
• Coordinate with business, operations and technology stakeholders to support timely resolution of queries and issues.
• Maintain operational trackers, process documentation and standard operating procedures.

Candidate Profile

• Internship in digital operations, business operations, process support or a similar role
• Ability to understand digital systems and tools.
• Strong attention to detail, organizational skills and a structured approach to resolving issues.
• Clear written and verbal communication skills, with the ability to coordinate across teams.
• Working knowledge of Microsoft Excel for maintaining trackers, reviewing data and preparing reports.
• Ability to prioritise tasks, meet deadlines and escalate issues appropriately.
• A proactive approach, willingness to learn and readiness to take ownership of assigned activities.

Additional Information

• The tenure of the Apprentice will be 1 (one) year as defined under Apprentices Act, 1961 and Apprenticeship Rules 1992 amended from time to time.
• All Apprentices engaged by the Bank will also be featured in NATS portal as an ‘Apprentice’. By virtue of them being covered under the provisions of the Act, a candidate profile will be created for each apprentice in the NATS portal, which will be available to them for viewing.
• On completion of the one-year Apprenticeship tenure, a Certificate of Proficiency will be issued to the apprentice by the Govt. of India, as applicable under the Act and the enrollment under the Apprenticeship Act will cease.
• All other clauses regarding the tenure of engagement as an Apprentice with HSBC will stand as mentioned in the offer letter issued by the Bank at the time of joining.

Note:

As an employee, you are required to perform your duties in a professional capacity exercising independent judgement, discretion and decision-making authority in planning, organising, directing work, supervising and appraising the work of team members, as applicable; and taking accountability for delivery outcomes. You will represent the organization with relevant internal and external stakeholders. You will allocate and prioritize work, provide direction and feedback, manage team capacity and leave in line with policy as applicable.

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 an 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.

Issued by HSBC Asset Management (India) Private Limited