Published by : Amr Gamil
Role Purpose (overall high level summary ofthe role)


To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Service Level Agreements (SLAs). Other responsibilities dependent on process assigned to (e.g. project implementations, system maintenance, infrastructure development).Receives customer calls and Emails in a call centre environment. Responsible for relationship building and account management while resolving customer inquiries in a professional manner. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution


Principal Accountabilities: Key activities and decision making areas


Typical Targets and
Measures


Impact on the Business/Function [COMPLETE 3-4 AREAS]


Respond promptly to time sensitive and often high value queries, and escalations from both other departments and direct from clients.
Provide excellent client management support, improve client engagement and resolve the majority of client enquires at the first point of contact.


Measure


,/ Reviewing ongoing aged queries, ensuring items are actione appropriate and providing feedback where necessary.


,/ By achieving a high net promoter score and positive commentary the in-country PCM teams, line managing and clients.


,/ By investigating accurately and identifying and handling queries t clients satisfaction.


,/ By keeping clients fully informed of progress throughout the life c of a query.


,/ By prioritising work effectively in order of importance and urgency handling it in accordance with procedures.


Demonstrate a sound knowledge of the payment industry and its associated processes and systems.


Measure


Responding and resolving the majority of payments related queries using knowledge of systems, procedures and internal contacts within the bank.


Assistance in the retention the client and respond positively increasing the likelihood of new business from the client.


Measure


Feedback from internal and external stakeholders.
Complaints handling - This role is part of a key function for CMB, being a crucial opportunity to re-engage dissatisfied customer and to manage and solve end to end complaint process. (Logging, Investigation, Resolution)


Measure


( Manage the delivery and resolution of all customer


complaints for all CMB customer segments in MENA (except UAE).


( Plan and prioritize work appropriately, address complaints in order of urgency and keep the customer informed throughout the process.


( Examine complaints data to grasp recurring issues, draw conclusions, and solve complaints to minimize errors, operational losses and rework.


( Ensure that all product related complaints are feedback to the product and IT teams.


( Ensure all customers are dealt with in accordance with compliance and regulatory requirements.


Quality/ Training: Staff is also responsible to provide high level support to the helpdesk to identify and resolve complex or critical issues to improve and enhance customer experience and comply with all audit and compliance requirements. Staff is responsible to assist with delivery of the call, email, live chat quality and coaching model, consistency checks, call benchmarking and/or coaching of team members as outlined in the call monitoring SOP. Key accountabilities are ;


Measure


( Conduct quality review of agents performance within teams to ensure quality service goals and standards are met and identify areas where improvement can be achieved.


( Maintain a comprehensive working knowledge of procedures, compliance and audit requirements across all teams within HSBCnet helpdesk.


( Audit and examines weekly/ monthly reports (eg: call disconnect, FCR, VOC and live chat data ) to grasp issues, draw conclusions, and solve problems to ensure agents are compliant with the call / live chat handling process


( Analyse /assess the Voice of customer survey and live chat customer dissatisfactions from a customer point of view, suggest ideas, pursue solutions to improve customer experience


( Assist with training and mentor support of new hires and act


as a single point of contact for queries on procedures, process, and policy.


Feedback from internal and external stakeholders


Customers / Stakeholders [COMPLETE 3-4 AREAS]


Receive/make calls/Emails from/to customers (internal/ external)
Act effectively on all customer feedback
Ensure that the customer issues / problems are effectively investigated and resolved.
Provide HSBCnet training sessions via webex
Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank
Respond to mails/queries related to process timely with a cc to the Line Manager
Ensure no Ops Losses (Actual, Potential or Near Misses) are incurred due to the errors made


Exceeds expectations of internal and external customers


Leadership & Teamwork [COMPLETE 3-4 AREAS]


Manages day to day process related activities for self
Work productively, professionally and demonstrate ways to improve customer service.
Regularly contributes to professional and supportive work environment by building a professional, trusted relationships with other Team members and colleagues in all areas
Ensures swift and clear communication to the stakeholder
Fosters development of co-workers


Acquire and update knowledge on procedures related to relevant processes


TL observations/ Feedback
from internal and external
stakeholders


Operational Effectiveness & Control [COMPLETE 3-4 AREAS]Meet targets on productivity and accuracy as per the targets and metrics defined for the process.


Instructions/requests to be correctly interpreted understood and implemented.
Ensure that the process related procedures are implemented as per the process manuals.
Ensure that fraud/errors/irregular transactions (if any) are identified and escalated.
Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.


Work well independently; complete assigned tasks in the established timeframe as per the process benchmarks.


Major Challenges (The challenges inherent in the role that require a continual test ofthe role holders abilities)


Respecting deadline and providing high quality customer service, cooperating with multiple stakeholders (BP and other GSCs)


Role Context (The environment and operating conditions ofthe role including the extent ofguidance and authority)


Excellent communication skills – Written & Verbal ( English/Arabic/ French )
Attention to detail
Proven track record of strong focus towards high levels of Quality and Customer Service
Ability to multi-task, depending on the criticality of the tasks.
Self-motivated and should be able to work under minimal supervision.
Good team player
Flexibility to work in different shifts
Strong Relationship building skills
Quick Learner


Management of Risk (Operational Risk / FIM requirements)


The jobholder will continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.


This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.


Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.


Observation of Internal Controls (Compliance Policy / FIM requirements)


The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by


adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of


internal and external audit points, including issues raised by external regulators.


The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of


Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term compliance


embraces all relevant financial services laws, rules and codes with which the business has to comply.


This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new


business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and


training is provided, fostering a compliance culture and optimising relations with regulators.


Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume oftransacti ons, budget)


Knowledge & Experience / Qualifications (For the role – not the role holder. Minimum requirements of the role.)


Skills


Fluent in French & English.
Exceptional Client focus and orientation
Interpersonal, verbal and written communication skills.
Ability to communicate efficiently with local and global teams
Excellent organizational and time management skills
Ability to multi-task, depending on the criticality of the tasks.
Enthusiastic team player, capable of demonstrating initiative, self-motivation and willingness to learn


Knowledge


Position requires technical knowledge where GLCM Digital experience is an asset.


Experience


Experience and proficiency with web-based technologies.


Knowledge & Experience / Qualifications (For the role–not the roleholder. Minimum requirements of the role.)


Skills


 Fluent spoken and written English and/or French.


 Exceptional Client focus and orientation


 Interpersonal, verbal and written communication skills.


 Ability to communicate efficiently with local and global teams


 Excellent organizational and time management skills


 Ability to multi-task, depending on the criticality of the tasks.


 Enthusiastic team player, capable of demonstrating initiative, self-motivation and willingness to learn


Lead an open, professional written and oral communication with the customers, stakeholders and internal teams aiming to resolve inquiries to customers satisfaction
Flexibility to work shifts on rotational night/overnight basis


Knowledge


 Position requires technical knowledge where GLCM Digital experience is an asset.


Experience


 Experience and proficiency with web-based technologies.

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