HSBC Group

Why join us? 
Wealth and Personal Banking (WPB) Operations is the largest business service within Operations and spans across 39 countries, it supports the delivery of end-to-end journeys for customers in line with WPB strategic business objectives. The team provides customer-centric banking experience across the entirety of the user journey, and makes the transactional experience for customers as seamless and intuitive as possible.

The Opportunity:
Quality Checker Account maintenance and servicing who will be responsible for the below:

• Conduct regular Audits for Quality monitoring and reporting using available tools/SOP/knowledgebase/supervisor support etc.
• Meet targets on productivity and quality as per the targets and metrics defined for the process.
• Instructions/requests to be correctly interpreted, understood and implemented.
• All files to be audited/checked properly keeping in mind the procedure applicable for respective processes, audit and compliance requirements as well as the risks involved.
• Ensure that the process related procedures are implemented and followed by the CSEs as per the process manuals and any procedural updates implemented as required, once cascaded.
• Gain complete / end-end process knowledge.
• Collaborate with Operations management to guide on Quality Assurance Knowledge / health / Improvement areas etc.

What you’ll do:

• Acquire and update knowledge on procedures related to relevant processes. Work well independently; complete assigned tasks in the established timeframe as per the process benchmarks.
• Ensure that the process requirements are met, adhered to complete in accordance with established procedures and standards set. Ensure that the productivity, sales and quality levels are achieved as per the standards set for the process.
• Demonstrate ways to improve customer service, increase productivity and increase sales. Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.
• Participate in team meeting / team activities and work towards sustaining team spirit & achievement of team objectives.
• Foster/coach and assist development of co-workers and CSEs. Proactively identify issues, if any, and escalate. To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
• Provide service to customers by performing QCs on the customer demands already processed by CSEs keeping in mind the risks involved at each step focusing on resolving requests efficiently, accurately, and professionally.
• Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation.

• Excellent command of English language (written & spoken).
• WPB Ops experience is a MUST.
• Ability to work under flexible shifts.
• Accountable for the effective cascade of communication across the team, accountable for the delivery & continuous improvement of performance & Meet or exceed PLAs; reduce operational risk.
• Strong customer orientation and passionate about delivering superior customer service.
• Demonstrate high energy; be PRO-ACTIVE, extremely positive and a highly effective problem solver.
• Ability to take complete ownership and facilitate end to end customer journey & to understand complex concepts and extract relevant information from extensive documentation quickly.
• Fast learner and have a “can do” approach & flexible to rapidly changing business, internal scenarios, and unexpected events.

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.

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