HSBC Group

Customer Communication Manager (ID: 0000LGSW)

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Role Purpose:
• Leading the engagement with internal Business, Technical, and Operational teams to deliver the services to our customers.
• Managing day-to-day activities relating to logistics (internal branches/domestic/international), records management, printing, document scanning, and account tools handling and delivery.
• Leading the engagement and governance of third-party suppliers contracted by HSBC. Ensures efficiency & 100% accuracy of all information provided to third party due to the seriousness of the consequences of such information.
• Design and monitor all key controls and procedures and ensuring regulatory and risk stewards’ approval are in place.
• Control operator for risk management issues through the non-financial risk (NFR).
• Reconcile, monitor, and control the suspense or general ledger accounts.
• Identify and deliver streamlining opportunities through automation or streamlining to deliver seamless services to our customers and business in a cost-effective manner.
• Build and monitor team capacity, recognise growth, and service migration.
• Manage and monitor costs including:
1. Staff cost,
2. Third-party suppliers spend,
3. Recording cost saves or financial benefits,
4. Volume tracking,
5. Cost provision and accruals
6. Cost forecasting, and
7. Rate setting.
• Manage, collate, and report performance on KPI’s and KRI’s via MIS and data as deemed necessary to facilitate senior management decisions. Take necessary steps and decisions to ensure seamless and timely reporting.
• Close monitoring and liaison of GSC Management assigned to UAE operations.
• Monitoring and ensures all processes are executed within the agreed SLA with Business.

Duties & Responsibilities 

• Maintain current knowledge of Products, Services, and documentation requirements in line with Business servicer’s area of expertise.
• Work on PLA/SLA, business requirement to ensure best and cost-effective service is delivered to the stakeholders.
• Work closely with Business services, DBS partners and senior manager regional accounts on documentation, Procedural input, and updates for timely project rollouts.
• Provide accurate input and manage overall management of operational policies and decide on best recommendations to be put forth for senior management review and approval, as required on a country and regional level.
• Ensure audit readiness.
• Maintain communication with both onshore and third-party supplier teams to ensure proper handling of procedures end to end, address issues, and roll out any process improvements, along with tracking invoices and expenses to recognize cost saving opportunities.
• Ensure continuity of processes, by applying robust contingency plans and processes through effective BCP testing.
• Manage change requests as required for BAU processes and ensure implementation is rolled out accordingly.
• Manage implementation of FIM policies and make informed decisions as per the HSBC internal control standards and always adhere to compliance policies.
• Manage Procedure, Documentation, and take informed decisions in escalating issues where applicable or required.
• Act as first point of contact for third-party vendors, Business, and local management for areas under Customer Communications in the UAE.  
• Manage MIS to facilitate and thereby assist in senior management decisions.
• Manage working relationships with IWPB and CIB management team along with Frontline, Global Functions and DBS specifically working closely with Compliance, IT, FCC, SFR, and HBME/GSC Processing Team. This is to ensure that there is a high-level synergy within and between business segments.
• Regularly monitor the operational issues, progress on previous issues and solutions, risks attached and take account of changing requirements, operational procedures, and practices.
• Ensure prompt and accurate mechanisms are in place to handle response to customers. 
• Understand customer requirements and sensitivities within the region to ensure effectiveness of standardization.
• Work effectively with teams in the country and make informed decisions/suggest recommendations to senior management as deemed necessary.
• Work together with HSBC regional and global, and third-party supplier teams to ensure end-to-end implementation of initiatives as applicable/decided/approved for the Region.
• Establish and lead regular in country forums with peer group in countries and provide regular news feeds to the updates and data provided to senior management in facilitating dialogue and flow of information across all levels.
• Understand/consult and implement Group policies and local regulatory requirements to make informed decisions on standardizing processes and workflows for the regions.
• Ensure adequacy of documented processes, systems, policies available to region by undertaking self introduced and initiated checks.

Experience & Qualifications:

• Graduation degree is REQUIRED– to secure a UAE Visa and Work Permit.
• Minimum of 2 years proven experience or equivalent 
• Well-developed communications, organizational skills, good analytical skills.
• Exceptional inter-personal and communication skills both oral and written.
• Knowledgeable on Bank and Central Bank policies and guidelines.
• Knowledgeable on Bank systems.
• Good time-management skills; able to independently prioritize daily routines and deliver high quality service in a fast-paced, high volume, high productivity. 
• Good computer skills and proficient on Microsoft applications.
• Ability to work in a fast-paced, deadline-sensitive environment.

For further details and application information please visit our careers site: 0000LGSW

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Issued by The Hong Kong and Shanghai Banking Corporation Limited.