Channels Support Officer

1 day ago

UAE, United Arab Emirates HSBC Full time

**Channels Support Officer - 0000IMPT**

**Some careers prize diversity more than others.**

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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 Wealth and Personal Banking team, working together with colleagues to define, manage and achieve divisional business targets.

**In this role, you will**:

- Role purpose (overall high level summary of the role)
- End-to-end management of all content and coding requirements in the frontline SharePoint, creating workflows and ensuring they function smoothly and provide critical support to the frontline.
- Create and manage Regular Attestation Control Effectiveness (RACE) checklists used by the frontline to complete and record critical daily tasks regarding security items, cash movements, ATM checks, branch checks and completion of customer requests.
- Create and manage Regional Contact Centre (RCC) Attestation used by RCC Team managers to complete and attest to all requirements in the contact centre. Includes complaint handling, remediation checks, data security incident management, quality / audit checking, access management, refunds, scorecards, operational loss investigation / recording and cross border sales checks.
- Create and manage mandatory attestations and checks including the Retail Standard Scheme (RSS) mandated for incentive pay-outs, Diary Watch and Account Closing (DWAC) attestation and New-to-Bank (NTB) account creation approval checklists.
- Manage all coding requirements for the frontline Comms Centre and LEAP platform that is a repository for all policies, procedures, announcements and campaigns.
- Manage all coding requirements for the quarterly Pulse Survey used to assess the knowledge of Frontline colleagues to ensure sufficient product knowledge and sales quality. Includes analysis of the results on completion of the survey to identify knowledge gaps and training needs.
- Creating and sharing the reports for Mood meter to assess the frontline behaviour.
- Create bi-monthly EBS dashboard report for EMEA detailing revenue by client, global business and country, and manage the monthly refresh of EBS companies in the HORIS system to assess the revenue generated.
- Manage the WPB International Markets Performance Management Dashboard on a monthly basis, including sourcing all KPI’s / metrics from the Data and Analytics (D&A) team and the International Markets, creating the report and analysing the data to identify areas of focus for improvement.
- Consolidate the weekly & monthly trading results for our markets with a strategic focus / strategic potential (UAE, CIIOM, Egypt and Bermuda), working closely with D&A, Finance and the market contacts to source the inputs and create the report.

Requirements

**To be successful in the role, you should meet the following requirements**:
**Knowledge / Experience**
- Bachelor’s Degree
- Proven experience in customer centric organizations, ideally banking/personal financial services or equivalent
- Previous experience of SharePoint administration including adding / deleting / amending and coding content, building workflows and visualizing content on web pages.
- Proven experience in analysing business results, identifying areas improvement.
- Knowledge of the processes and procedures of Retail Sales and Distribution teams across branches, contact centres and digital an advantage.
- Demonstrated experience of focusing on continuous improvement and streamlining processes
- The role requires a sound understanding of a value unit / product / region / legal entity, alongside a good understanding of the industry and the challenges and changes in the sector.
- Covers a wide range of activities that require evaluative judgements based on the analysis of factual and qualitative information in complicated perhaps novel situations
- The role requires the ability to guide, persuade and influence others through the developed skills of communication and diplomacy.

***

**You’ll achieve more at HSBC.**
HSBC is committed to building a culture

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