Service Quality Assurance and Mi Manager

3 weeks ago


UAE, United Arab Emirates HSBC Full time

**Service Quality Assurance and MI Manager (UAE National) (ID: 0000J00F)**

**Some careers shine brighter than others.**

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further

Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.

We are currently seeking an ambitious individual to join our UAE Customer Experience Team, working together with colleagues to define, manage and achieve divisional business targets and MI support

**In this role, you will**:

- The role will specifically focus on ensuring the continuous and consistent delivery of excellent customer service within the WPB and checks conducted on complaints adhere to the UAE Complaint Handling Procedure and align with Regulators Requirements.
- This position works in a cross functional business environment therefore will collaborate with WPB, Branches, and all Frontline in the implementation of the Service Quality - CE strategy for WPB in the UAE.
- The role will also in involve developing reports using current reporting systems and delivering pro-active analysis to inform Customer Experience Management regarding strategic decisions, evaluating our SLA performance, identifying areas of underperformance, deviations and suggesting improvement opportunities
- Monthly Quality Monitoring of Complaints that are logged/resolved by frontline staff as per agreed process. This is to be done by monitoring/checking complaints end to end to ensure that complaints are handled effectively
- Monthly reporting of QM results and areas of improvement. This is shared with all Frontline departments, management, Group reporting
- To ensure monthly pre-closure review of complaints is completed by departments. This is undertaken to assist complaint handlers in managing customer complaint in a timely manner and staff adherence to Complaint Handling procedures.
- Work closely with all stakeholders to improve quality assurance of the handling of the complaints through coaching and training
- Will be responsible for producing management information and reports both on a routine and ad-hoc basis
- Tracks, monitors and reviews performance against operational targets
- Undertake initiatives for improvement in branch services quality standards to achieve our goal to provide an enjoyable customer experience across all customer touch points.
- Quarterly visits to branches and CSUs to assist with any issues they may face that is affecting customer experience.
- Identify potential gaps and risks in the complaint handling process through ensuring set Quality Assurance framework is adhered to by complaint handlers and monitoring customer requests and complaints.
- Contribute to the development and performance of staff in terms of customer experience and service quality.
- Highlight to projects team/streamlining team issues and areas of improvement in processes in an effort to improve the customers’ experience.
- Ensure customers receive a fair outcome and an appropriate level if compensation was paid. In addition to set Regulatory standards are met during the handling of the complaint
- Provide required support to achieve all set group complaint KPI targets
- Provide support in initiatives related to service improvement and assist in meeting set country level target for complaint reduction

Requirements

**To be successful in the role, you should meet the following requirements**:
**Knowledge / Experience**
- Bachelor’s degree is must to obtain visa in UAE
- At least two years’ previous experience in managing retail clients
- At least two years’ experience of dealing with WPB customers and through dealing with a diverse range of RBWM products and services
- Excel knowledge for MI and reporting purposes
- Effective people management and interpersonal skills are essential for the role in motivating staff to achieve their goals
- Given the varied number of activities with which the jobholder is involved on a daily basis and the size of the customer base, time management and the ability to meet deadlines are valued attributes. Previous experience in a significant operations/retail banking role or a role, which involved a time pressure e



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