Customer Communication Manager

8 months ago

UAE, United Arab Emirates HSBC Full time

-Job description

**Customer Communications Manager (UAE Nationals)**

Some careers grow faster than others.

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with 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.

**Role overview**:
Manage Day to Day operations for WPB Ops - Customer Comms UAE.

Act as the Relationship Manager as the key liaison point for WPB and Business Management Team coordinating activities relating to vendor management and negotiations, mail room management.

Design with the Line of Business all key controls and procedures relating to activities as outlined above, ensuring regulatory and compliance approvals and adherence are in place.

Act as the key local control operator for risk management issues through the risk framework

Manage and monitor the costs related to Comms, which includes but is not limited to monthly vendor invoices, financial benefits tracking, volumes tracking and variance and opportunities of process improvements (Transaction pricing, Automation, elimination of activities) that can be rolled out to provide best customer service solutions which are cost effective. Manage accurate accruals, cost forecasting and rate setting on an ongoing basis.

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.

Monitor and manage the vendor invoices for timely payment and accruals.

Support TPEMs to enhance print vendor management skills and ensure proper due diligence throughout contractual engagement.

**Principal 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 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

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