Manager Cards - Disputes and Servicing

Job Description

Some careers grow faster than others.If youre looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.Role overview:

• Manage Unsecured lending Business Services as support to the department head and deliver an agreed set of business objectives.
• Manage, support, and guide the team wherever required to meet the daily operational objectives.
• Assist in direct and Indirect Cost Management for UAE and MENAT Unsecured Lending Business Services.
• Supporting Countries - UAE, Qatar, Bahrain, Egypt, Oman and Turkey.
• Manage complex products/processes such as Disputes Management Retail and Fraud, Cards Servicing and Loans.
• Stakeholder Management within Regional Business, Regional Functions and DBS.
• Manage 3 offshore sites remotely and drive efficiencies. Manage and monitor the agreed SLA.
• Manage current and existing risk exposures. Identify & assess risks and mitigate in line with internal controls.
• Review and implement controls by identifying & mitigating risks to ensure compliance with legal & regulatory framework. Ensure compliance to Customer Protection Regulations in the UAE.
• Ensure that the Bank is safeguarded from potential loss by maintaining high standards of quality checking and highlighting issues proactively.
• Ensure compliance with Group policies on compliance, money laundering deterrence and local regulations & laws within business areas of responsibility.
• Ensure compliance and operational risk controls are implemented and adhere to Group Standards and policies. Assist in management of BRCM process to ensure consistent execution of controls and key risk indicator (KRI) reporting.
• Assess the needs and capabilities of UAE Secured Lending team and supporting GSC teams, make recommendations that would drive improved Operational performance.
• Understand Group Strategies and Top-down directives to align directions for self and team to deliver results.

Duties & Responsibilities:

• Responsible for planning and prioritisation of day-to-day services across teams
• Involving in supporting the implementation of change programmes that impact the direct team or process.
• Anticipate issues and risks and address them quickly, with an understanding of the critical path. Provide timely reports on initiative status, risks and issues, evaluating performance based on management information.
• Maintaining Operating Procedures in accordance with the Business Services Operating Model and local requirements
• Monitoring the offshore teams to ensure that the PLA is met/exceeded. Identify reasons behind SLA breaches & recommend solutions.
• Risk management - Monitoring controls to avoid any potential revenue & reputational loss to the organization.
• Managing resources within the team to ensure performance levels continually meet agreed quality standards.
• Responsible for identifying opportunities to improve service Quality within the team.
• Relationship building with business stake holders.
• Relationship building with Service providers.
• Proactive participation in business alignment exercises like branch visits, meetings etc.
• Monitor and provide support to the offshore team on escalations and incidents.
• Support the team members on varied processes and assist in handling critical issues.
• Lead the team in the absence of Department Head and conduct the daily activities without impacting the PLA.

RequirementsExperience & Qualifications:

• Strong Stakeholder management
• Awareness of Group & Local Regulatory requirements in the region.
• Excellent communication and analytical skills.
• Project management skills.
• Cost and Risk understanding
• Bachelors degree is required.

For further details and application information please visit our careers site, searching under reference number.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. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.Issued by The Hong Kong and Shanghai Banking Corporation Limited.

Keyskills :
Analytical Skills Communication Skills Risk understanding Project Management Skills Stakeholder Management

About Company

HSBC Recruitment

Job Source: mycareer.hsbc.com