HSBC Group

The Opportunity:

The purpose of this role is to run the offshore telephony and webchat operation for FST in Cairo and ensure customers are receiving good outcomes aligned to the principals of consumer duty within the UK CMB Financial Support Team. Working closely with the Head of CMB Collections in UK to deliver high quality standards of telephony and webchat to customers in financial difficulty. The role holder needs to ensure they have an understanding of issues identified via quality assurance, complaints and outcome testing, the associated root causes and to engage with relevant stakeholders to ensure timely and effective remediation. The role holder will also have oversight of the offshore Supported Banking Journey’s team. The role holder will need to maintain the culture of providing good customer outcomes focused on customer experience and the professionalism of our service proposition, as well as working closely with onshore as “one team”.

Role Context;

• 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:

Role Responsibilities:

• Applying the regulatory requirements of ‘good customer outcomes’ when assessing whether UK CMB is satisfactorily meeting requirements across customer journeys, challenging established procedures where appropriate.
  
• Establish a robust process to highlight key trends, emerging issues and escalations to Head of Collections, in turn, provide a holistic and robust remediation process which drives the improvement of customer outcomes
• Analysing complex situations, identifying risks and driving change to ensure customer outcomes are improved or issues are resolved prior to impacting the custome
• Engage with stakeholders across the business, briefing Head of Collections on issues/trends and suggesting potential actions
  
• Ongoing review and development of procedures ensuring they are fit for purpose
  
• Working alongside training, academy and coaching teams to ensure FSM’s have the knowledge and skills needed to provide customers with good outcomes
  
• Responsible for the oversight of a number of forbearance related customer journeys
  
•  Oversight of quality outcomes, outcome testing results and complaints sampling to ensure any gaps/ themes are picked up and remediated 
  

Capabilities: 

•        Engaging with Customers/Stakeholders/Colleagues

•        Working in a Dynamic Environment

•        Working Responsibly

•        Customer centricity

•        Influencing and Challenging Stakeholders

•        Managing Business Information

•        Maximizing Business Performance

•        Strengthening Stakeholder relationships

What you will need to succeed in the role

·        Good understanding of the UK regulatory framework in relation to good customer outcomes and consumer duty, as well as the debt collection & recovery environments, with a forward thinking approach to anticipate change within the internal and external markets

·        A sound knowledge of the Group and the CMB business, including products, services, systems & processes.

·        Business experience in a variety of roles focused on delivery of high quality customer service.

·        Understanding of the risk management policies, operational risk frameworks and the necessity for effective procedural controls

·        Experience working in relevant environments i.e. Commercial Banking or experience working in relevant market/context i.e. Financial Services

·        A track record of understanding customer needs and delivering excellent customer service

·        Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively

·        Good understanding of operational risk and controls, preferably gained through experience in front line and risk roles

What additional skills will be good to have? 

·        Ability to quality check work from a variety of sources and systems, recognising where potential issues occur and applying judgmental decisions on the impact these have on both customer and UK CMB.

·        Ability to use strong judgmental skills to identify and resolve complex problems whilst adhering to timelines and quality of output

·        Proven problem solving skills with ability to consider alternative and lateral solutions

·        Highly developed communication, presentation and influencing skills set.

·        Ability to prioritise and work independently under pressure within a team environment

·        Extremely keen eye for detail

·        Organised and logical thinker

·        High level of resilience required to effectively navigate challenging scenarios

Expertise (post onboarding)

·        A deep understanding of the Operational and Regulatory environments that UK CMB operate within, as well as CiFD policy.

·        In-depth knowledge of the concept of good customer outcomes ‘Informed Choice’ and consumer duty.

·        Ability to analyse results and make judgemental assessment on whether issues are isolated or systemic, communicating these results to senior stakeholder in a clear and concise manner.

·        Contribution to process improvement groups in order to improve efficiency & output of the OT process.

·        Evidence of regular use of customer insight and feedback in decision-making

·        Robust Governance practices at all times, ensuring focus on customer needs

·        Providing proactive and constructive feedback both within and outside your immediate team

·        Examples of collaboration across the HSBC network.

Link to Candidate User Guide:

https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a

(Or)

Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar.

https://hsbchrdirect.service-now.com/hrsp?id=hrdirect_employee_dashboard

You’ll achieve more at HSBC

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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