HSBC Group

Why join us:
To continuously provide high quality processing WSO services to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA’s).  The purpose of this role is to assess whether customers are being treated fairly and are receiving fair outcomes. To conduct customer case reviews and to assess whether operational and regulatory requirements are being met.

The Opportunity: 

• A deep understanding of the Operational and Regulatory environments that MENA UAE CMB operate within.
• In-depth knowledge of the concept of ‘Treating Customer Fairly’, ‘Informed Choice’ and ‘Fair Outcome’.
• Ability to analyse results and make judgement assessment on whether issues are isolated or systemic, communicating these results to senior stakeholder in a clear and concise manner.
• Liaise and work with other areas and segments of the bank to ensure the best possible experience and outcomes for clients, employees and the Bank, Provide solid support and constructive advice to Senior Management in the management of compliance and operational risk
• Engaging with: Customers/Stakeholders/Colleagues
• Working in a Dynamic Environment, Working Responsibly, Customer centricity
• Influencing and Challenging Stakeholders, Managing Business Information Maximising Business Performance, Strengthening Stakeholder relationships.

What you’ll do:

• Responsible for quality evaluation, monitoring, and coaching of the staff. Reaching out to clients to discuss the VOC surveys through meetings, calls, and emails. Support operations during times of crises or spikes
• To have responsibility for independently assessing the appropriateness of the outcomes the customer has received, providing further information, support and providing feedback to business and/or individuals as required.
• Analysis of complex situations, identifying risks and where appropriate offering support and guidance to business areas to facilitate change.
• Testing and analysis of data to assess whether front line colleagues / systems have followed established process and that the customer has been provided with all relevant information in appropriate formats.
• To be responsible for completing quality assurance/call monitoring to ensure fair customer outcomes are being delivered as well as providing feedback to team managers to continually raise standards. Analysis of other quality assurance information provided by Team manager observations.
• You will be responsible for identifying holistic remedial action plans for identified errors, conducting a read across the portfolio and ensuring remedial actions are completed within a timely manner.
• You will understand your position within the Three Lines of Defense, and act accordingly in line with operational risk framework, Group Standards Manual, Risk FIM, & relevant guidelines & standards, escalating in a timely manner where they are unsure of actions required.
• Partner with other business teams to ensure that, where appropriate, customer remediation is completed.

• Fluent in English. Understanding of the MENA and UAE regulatory framework in relation to treating customers fairly.
• Relevant product knowledge. Experience working in relevant environments i.e. Contact Centers or Commercial Banking.
  
• Past working experience on relevant systems i.e. HSBC in house systems is desirable. A track record of understanding customer needs and delivering excellent customer service.
• Broad understanding of risk management and proven experience of ensuring own/others' compliance with relevant regulatory processes. 
• Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively. Excellent verbal and written communication skills with experience of adapting your style and approach to the audience and message to be delivered.
• Ability to quality check work from a variety of sources and systems, recognizing where potential issues occur and applying judgmental decisions on the impact these have on both customer and CMB.
• Experience of making timely, judgmental decisions, based on relevant information and guidelines. Experience in planning projects and activities systematically in line with business priorities, using a variety of analysis and problem solving techniques.
• Strong analytical and problem solving abilities. Extremely keen eye for detail. Organised and logical thinker.

What additional skills good to have:

• Experience and proficiency with web-based technologies.
• Position requires technical knowledge where GLCM Digital experience is asset.
• MS office. MI and Reporting/ Real time management.
  
• Previous experience working in a banking or financial environment.

***Issued By HSBC Electronic Data Service Delivery Egypt***