Customer Services, Global Standards Case Manager
The Customer Services, Global Standards Case Manager role is based within one of the sector Onboarding teams for Commercial Bank - CMB (Business Banking (BB), Middle Market Enterprises (MME), Large Corporates (LC).
The role of the Customer Services, Global Standards Case Manager is to provide high quality support and decision making across a range of Global Standards and Financial Crime Compliance (FCC) related activities, including:
Know Your Customer (KYC) checks, report writing together with research and discussions with other departments to ensure that both the business and the programme are well engaged and informed. Ensuring a smooth customer journey by proving a high quality service at first point of call to achieve maximum customer satisfaction. Managing complex cases efficiently whilst maintaining quality and compliance. Protecting the bank, being a part of Global Standards, Investigation.
Your responsibilities will include:
Manage cases independently and efficiently: focus on efficiency, quality and effectiveness. Adherence to documented policies and procedures. Ensure timely completion of KYC data inputs into bank system(s). Deputise for Global Standards Support Team Lead. Support Relationship Managers, Portfolio Managers Quality monitoring scores/non voice checks: direct customer feedback via complaints, compliments and customer satisfaction surveys. Completion of required training and accreditations Provide guidance to a team of Global Standard Support Interns/Graduates Contribution to team events, team meetings and suggestions put forward for improvements or efficiency gains, completion of other team related duties as appropriate. Display patience and empathy, and proactively manage his/her career development. Assistance in timely implementation of internal and external audit points together with any issues raised by external regulators: completion of technical training that enhances system knowledge and proficiency, regular attendance at learning sessions and team meetings Effective mentorship.
The ideal candidate for this role will have:
Role relevant qualifications, i.e. Role relevant qualifications desirable but a minimum of degree level qualification Experience of using relevant software packages, i.e. MS-Office, MS-Excel Experience working in relevant environment/s, i.e. Business experience in a variety of roles centered on delivery of high quality customer service Experience working in relevant environment/s, i.e. Fast paced is desirable but not essential Past working experience in a relevant role, i.e. business analysis, data analysis, is desirable but not essential Experience working in relevant market/context, i.e. Experience working in relevant market/context, i.e. Commercial Banking is desirable but not essential is desirable but not essential Experience of using relevant software packages, i.e. Relevant product knowledge including knowledge of Browser Main Menu (BMM) is desirable but not essential Previous experience of delivering an excellent customer service Proven experience of leading others and creating an environment that supports and inspires people to develop and deliver Built effective networks both internally and externally and created opportunities for others to work collaboratively Planned projects and activities systematically in line with business priorities, using a variety of analysis and problem solving techniques Experience of personally complying with business processes, rules and regulations
In addition to the details listed above, the ideal candidate will have:
Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered. Experience of making prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes along with experience of creating and deploying comprehensive business/operating plans which consistently deliver desired results. Assist in timely implementation of internal and external audit points together with any issues raised by external regulators. Complete technical training that enhances system knowledge and proficiency, regular attendance at learning sessions and team meetings. Experience of building and managing complex relationships with significant customers showing good interpersonal skills with keen attention to detail and a strong focus on customer-centricity
The base location for this role is Birmingham.
At HSBC we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, working from home and staggered hours. If in considering a role with HSBC you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.
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.
Key search words: Onboarding Manager, Case Manager, CDD, KYC
Salary: . Date posted: 16/06/2017