Customer Service - London, United Kingdom - HSBC
Description
- Job description
The Opportunity:
We are looking for ambitious and motivated individuals who are keen to embrace growth and tackle the impending challenges in this fast evolving industry.
We are not looking for superpowers - we are looking for knowledge, enthusiasm and the right attitude to deliver our global initiative in a lean way.
We are building a new strategic digital business backed by a Global Bank, with the ambition to become the next-generation global fintech solution, supporting the needs of internationally minded customers around the world.
With a global footprint, they serve more than 50 million customers worldwide with a complete range of banking and wealth management services, enabling customers to manage their finances and protect and build their financial futures.
Purpose:
As part of our global expansion, we are looking for an experienced Customer Service & Operations Risk and Control Lead in the UK to cover the global customer servicing and operations organisation.
What you will be doing:
- Conduct comprehensive risk assessments to identify potential risks associated with customer service and operational processes by analysing and evaluating the impact and likelihood of identified risks.
- Collaborate with stakeholders to prioritise risks and develop risk mitigation strategies and action plans.
- Develop and implement policies and procedures to mitigate identified risks in Customer Service and Operations.
- Ensure our customer service and operations processes are compliant with regulatory requirements, industry standards, and internal control policies by conducting regular reviews according to the venture's risk framework.
- Monitor and evaluate the design and effectiveness of control measures, making recommendations for enhancements or modifications as necessary.
- Conduct due diligence reviews and ongoing monitoring of thirdparty service providers to assess their control effectiveness and efficiency.
- Identify areas of improvement and work with service providers to implement enhanced control measures.
- Collaborate with internal teams and thirdparty service providers to ensure adherence to contractual obligations, service level agreements (SLAs), and compliance requirements.
- Monitor key risk indicators (KRIs) and performance metrics to identify emerging risks or control gaps for Customer Services and Operations.
- Generate regular risk reports, highlighting trends, issues, and recommendations for management action.
- Communicate findings and recommendations to relevant stakeholders, including management, internal audit, and compliance teams.
- Act as secretary for the Customer Service and Operations Management Committee, responsible for requesting and collating papers, recording accurate minutes and maintaining up to date action plans.
What you'll need:
- Proven experience in risk management, control assessment, and compliance within customer service and operations domain.
- Experience in thirdparty risk management frameworks, regulatory requirements, and industry best practices.
- Experience in setting up and managing 3rd party business operations outsourcing is a plus.
- Knowledge and expertise on digital product risk and control strategy.
- Knowledge in Risk Management with relevant certifications (e.g., Certified Risk Management Professional) are a plus.
Even better if you have:
- Strong analytical and problemsolving skills, with the ability to assess complex situations and make riskbased decisions.
- Excellent written and oral communication skills, including effective presentation and coaching
- Excellent relationship management and diplomacy skills, ability to influence and negotiate effectively
- Skilled decision making with ability to stand firm and show necessary flexibility where required
Locations:
Hybrid working. Office location can be London or Leeds.
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