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PROVEN

<div>
 
 
 ABOUT THE JOB
 
 
 
 
 
 
 Position Title: Client Engagement Specialist
 
 
 Type: Full-time
 
 
 Remote job
 
 
 
 
 
 
 ABOUT PROVEN
 
 
 
 Proven supports equal opportunities for all candidates and is committed to empowering its people through continuous personal and professional development. We foster a collaborative and inclusive environment built on mutual respect, innovation, and a healthy work-life balance. With a strong track record in recruitment, managed services, and workforce solutions, we are proud to be long-term partners in shaping success for both our clients and our employees.
 
 
 
 
 
 
 ABOUT THE ROLE / ROLE OVERVIEW
 
 
 
 
 
 
 We are looking for a professional Client Engagement Specialist to join our CRM team. The candidate will act as the first point of contact for clients to support and liaise with internal departments to ensure client needs are met efficiently.
 
 
 
 
 
 
 KEY RESPONSIBILITIES
 
 
 
 
 
 
 
 Client Relationship Management
 
 
 <ul>
 <li>
 Act as the first point of contact for clients, especially during urgent or emergency visa-related support.
 </li>
 <li>
 Liaise with internal departments to ensure client needs are met efficiently.
 </li>
 <li>
 Attend client meetings to strengthen relationships and understand evolving requirements.
 </li>
 <li>
 Communicating client needs clearly to internal teams and line manager.
 </li>
 </ul>
 
 
 
 
 
 Account Management &amp; Strategy Execution
 
 
 <ul>
 <li>
 Directly coordinate with line manager to execute outlined tasks and strategic initiatives.
 </li>
 <li>
 Forecast and track client account metrics to ensure performance alignment.
 </li>
 <li>
 Ensure clients receive timely responses and services.
 </li>
 <li>
 Identify potential risks with major business impact and escalate to line manager when necessary.
 </li>
 <li>
 Implement strategies to improve client satisfaction and service delivery.
 </li>
 </ul>
 
 
 
 
 
 Sales &amp; Business Development Approach
 
 
 <ul>
 <li>
 Identify, develop, and drive leads and opportunities in collaboration with the account team.
 </li>
 <li>
 Assist in preparing and finalizing business proposals.
 </li>
 <li>
 Conduct win-loss analysis to improve future engagements.
 </li>
 <li>
 Ensure accurate costing and billing for services while maintaining predefined margins.
 </li>
 </ul>
 
 
 
 
 
 Team Leadership &amp; Reporting
 
 
 <ul>
 <li>
 Report regularly to the direct manager with updates on client activities and performance.
 </li>
 <li>
 Support the development of team KPIs and participate in regular appraisals.
 </li>
 <li>
 Provide supervisory support to sales and CRM team members.
 </li>
 <li>
 Foster an inspiring team environment with open communication and collaboration.
 </li>
 <li>
 Conduct client satisfaction surveys and reviews to gather feedback and improve services.
 </li>
 </ul>
 <li>
 </li>
 
 
 Payroll &amp; Documentation Management
 
 
 <ul>
 <li>
 Execute monthly payroll processes based on client input.
 </li>
 <li>
 Manage client trackers using Excel and Smartsheets for payroll and operational updates.
 </li>
 <li>
 Generate and manage monthly payslips within client portals.
 </li>
 <li>
 Ensure accuracy and timely delivery of payroll-related documentation.
 </li>
 </ul>
 
 
 
 
 
 Residency &amp; Visa Management
 
 
 <ul>
 <li>
 Track and manage employees' KSA residency status and renewal timelines.
 </li>
 <li>
 Maintain comprehensive records of employee visa statuses and documentation.
 </li>
 <li>
 Coordinate with overseas KSA embassies and authorized agencies to inquire about visa endorsement procedures across different countries.
 </li>
 <li>
 Evaluate individual visa cases and provide recommendations or escalation as needed.
 </li>
 </ul>
 
 
 
 
 
 CRM &amp; Data Management
 
 
 <ul>
 <li>
 Maintain accurate and up-to-date records in the CRM system.
 </li>
 <li>
 Provide consistent reporting and insights into management based on CRM data.
 </li>
 </ul>
 
 
 
 
 
 REQUIREMENTS
 
 
 
 
 
 
 
 Education / Qualification
 
 
 
 
 
 
 Bachelor&rsquo;s Degree from a recognized institution.
 
 
 
 
 
 
 Experience
 
 
 <ul>
 <li>
 3+ years in Account Management, Senior Customer Service, or other client-facing roles.
 </li>
 <li>
 2+ years managing complex client relationships, projects, or customer accounts.
 </li>
 <li>
 Experience in international environments and multicultural teams.
 </li>
 <li>
 Preferred: Familiarity with KSA HR operations, residency processes, and client-side operations.
 </li>
 </ul>
 
 
 
 
 
 Skills &amp; Attributes
 
 
 <ul>
 <li>
 Situational Sensitivity
 </li>
 <li>
 Open-Mindedness
 </li>
 <li>
 Organizational Awareness
 </li>
 <li>
 Leadership &amp; Motivation
 </li>
 <li>
 Client-Centric Mindset
 </li>
 </ul>
 
 
 Technical Skills
 
 
 <ul>
 <li>
 Payroll &amp; Documentation management. (basic understanding preferred)
 </li>
 <li>
 Advanced Excel: Proficient in pivot tables, formulas (VLOOKUP/XLOOKUP), dashboards, and data analysis.
 </li>
 <li>
 Smartsheet: Basic project tracking, automation, and collaboration.
 </li>
 <li>
 Familiarity with systems such as SAP SuccessFactors, Odoo, Oracle HCM, and Zoho. (basic understanding preferred)
 </li>
 </ul>
</div>

Client Engagement Specialist

<div>
 
 
 Job Purpose
 
 
 
 The Job role focuses on engaging with existing clients to offer upgraded premiums and new AXA products, managing the sales pipeline, and maintaining up-to-date portfolio records.
 
 
 
 
 
 
 Key Responsibilities &amp; Accountabilities
 
 
 
 
 
 <ul>
 <li>
 Approaching clients from existing portfolio and offer them upgraded premiums with higher insurance benefits or offer clients any of AXA&rsquo;s products eligible for selling online.
 </li>
 <li>
 Follow up with offered pipeline.
 </li>
 <li>
 Daily Report Activities including reachable, successful calls, sent, or received offers, issued policies or any other activity through KPI template and is sent to direct manager.
 </li>
 <li>
 Update Portfolio weekly.
 </li>
 <li>
 Utilize channels of communication, emails, Avaya, business line, FAs in branches
 </li>
 <li>
 Verify received documents.
 </li>
 <li>
 Follow up on issuance process [Policy maintenance, underwriting, etc.]
 </li>
 <li>
 Communicate with clients revised offers if any.
 </li>
 <li>
 Documenting revised &amp; initial offer with any client through email for his/her reference
 </li>
 <li>
 Documenting official information &amp; benefits through AXA&rsquo;s official landline
 </li>
 </ul>
 
 
 
 
 
 Job Specifications
 
 
 
 
 Education / Certification
 
 
 <ul>
 <li>
 Fresh grads
 </li>
 <li>
 Experience in call center/customer service field preferred.
 </li>
 </ul>
 
 
 Job Qualifications
 
 
 <ul>
 <li>
 Excellent with Microsoft Office (Excel, Word, PowerPoint)
 </li>
 </ul>
 
 
 Soft Skills &amp; Behavioral Competencies:
 
 
 
 
 
 <ul>
 <li>
 Good communication skills with internal &amp; external stakeholders
 </li>
 <li>
 Negotiation skills
 </li>
 <li>
 Time Management including Planning skills.
 </li>
 <li>
 Organization skills
 </li>
 <li>
 High ethics
 </li>
 <li>
 Eager to learn.
 </li>
 <li>
 Self-driven
 </li>
 </ul>
</div>

Retail Portfolio Management Officer

Deloitte

<div>
 
 Audit &amp; Assurance | IT Specialist &ndash; Experienced Associate
 
 
 
 
 About Deloitte:
 
 When you work for us, you commit to a career at one of the largest and most prestigious professional services firms in the world. We have received numerous awards over the last few years, including Best Employer in the Middle East, and Best Consulting Firm, and the Middle East Training &amp; Development Excellence Award.
 
 
 
 Our Purpose
 
 
 
 Deloitte makes an impact that matters. Every day we challenge ourselves to do what matters most&mdash;for clients, for our people, and for society. We serve clients distinctively, bringing innovative insights, solving complex challenges and unlocking sustainable growth. We inspire our talented professionals to deliver outstanding value to clients, providing an exceptional career experience and an inclusive and collaborative culture. We contribute to society, building confidence and trust in the markets, upholding the integrity of organizations and supporting our communities.
 
 
 Our shared values guide the way we behave to make a positive, enduring impact:
 
 
 <ul>
 <li>
 Lead the way
 </li>
 <li>
 Serve with integrity
 </li>
 <li>
 Take care of each other
 </li>
 <li>
 Foster inclusion
 </li>
 <li>
 Collaborate for measurable impact
 
 
 </li>
 </ul>
 
 Audit &amp; Assurance | IT Specialist &ndash; Experienced Associate
 
 
 
 
 Role
 
 
 
 Your role as an Experienced Associate in IT Audit, will perform a variety of assurance and testing work for a portfolio of diversified clients in different industries. Given the many opportunities to work with different engagement teams and managers, you learn to collaborate very fast. As you progress, we train and assign you to different aspects of the engagement. During your tenure as an Experienced Associate in IT Audit, you will demonstrate and develop your capabilities in the following areas:
 
 
 <ul>
 <li>
 Perform fieldwork and audit procedures such as IT risk assessment, test of automated / application controls, test of general IT Controls, interface controls and test of system-generated reports, risk mitigation procedures and reporting preparation.
 </li>
 <li>
 Communicate engagement issues and findings to senior management and client personnel.
 </li>
 <li>
 Ensuring quality in delivering of client service
 </li>
 <li>
 Follow Deloitte policies and relevant professional standards in performance of procedures.
 </li>
 <li>
 Execution of multiple concurrent engagements within multiple industries, while delivering exceptional client service according to firm standards.
 </li>
 <li>
 Report directly to management in charge the status of engagements.
 </li>
 <li>
 Interfacing with clients' management and personnel and managing client relationships and expectations.
 </li>
 <li>
 Supporting in cyber security assessments, information security assessments, business continuity reviews, and other hot topics for our clients.
 
 
 </li>
 </ul>
 
 Leadership Capabilities
 
 
 
 <ul>
 <li>
 Builds own understanding of our purpose and values; explores opportunities for impact.
 </li>
 <li>
 Demonstrates strong commitment to personal learning and development; acts as a brand ambassador to help attract top talent
 </li>
 <li>
 Understands expectations and demonstrates personal accountability for keeping performance on track
 </li>
 <li>
 Actively focuses on developing effective communication and relationship-building skills
 </li>
 <li>
 Understands how their daily work contributes to the priorities of the team and the business
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 BS in Computer Science, Business Computer or Management Information Systems.
 </li>
 <li>
 CISA or other relevant certification is a plus
 </li>
 <li>
 Strong background in auditing techniques and/or computer control environments in Financial Services Industry.
 </li>
 <li>
 Ability to plan and manage fieldwork along with ensuring deliverables meet work plan specifications and deadlines.
 </li>
 <li>
 Experience in testing general IT controls of applications, operating systems, and databases; testing of system generated reports is a plus.
 </li>
 <li>
 2 to 3 years of experience in Technology Industry.
 </li>
 <li>
 Ability to perform risk mitigation procedures, which include identifying and testing mitigating controls, compensating controls etc.
 </li>
 <li>
 Articulate, well-spoken, team player and passionate about delivering tangible outcomes.
 </li>
 <li>
 Willing to work hours as needed to meet client deadlines and firm needs.
 </li>
 <li>
 Strong proficiency in basic PC applications (Excel, Word, PowerPoint) with a general understanding of data analysis techniques.
 </li>
 <li>
 Ability to work under pressure and meet deadlines.
 </li>
 <li>
 Ability to conduct extensive research.
 </li>
 <li>
 Fluency in English Language (Reading, Writing and Speaking).
 </li>
 </ul>
</div>

Audit & Assurance | IT Audit | Experienced Associate | Egypt

Decima International

<div>
 Decima International is a professional services company, providing project management and controls services to clients in the United States and the Middle East. Our mission is to become the premier professional services provider across all industry sectors we are engaged in. To accomplish this, Decima International's founders established a simple yet powerful formula:
 
 
 Approach each client engagement as a
 
 partnership
 
 , create an environment that attracts the
 
 most talented professionals
 
 and allows them to flourish, and regulate
 
 growth
 
 to maintain
 
 excellence
 
 in our service standards.
 
 
 
 Decima International
 
 is a professional services company, providing project management and controls services to clients in the United States and the Middle East. Our mission is to become the premier professional services provider across all industry sectors we are engaged in. To accomplish this, Decima International's founders established a simple yet powerful formula:
 
 
 Approach each client engagement as a partnership, create an environment that attracts the most talented professionals and allows them to flourish, and regulate growth to maintain excellence in our service standards.
 
 
 We are looking for a driven and capable
 
 IT Specialist
 
 to support us in maintaining and optimizing our technology infrastructure, ensuring seamless operations, and enabling our teams to perform at their best.
 
 
 You will play an integral role in managing and securing company systems, providing technical support, maintaining IT infrastructure, and ensuring compliance with cybersecurity standards and best practices.
 
 
 We are looking to bring in dedicated individuals with a passion for technology and a talent for multitasking in a fast-paced environment. We will help you grow, pursue, and fulfill what inspires you so we can make big impacts on the world together.
 
 
 
 RESPONSIBILITIES:
 
 
 
 <ul>
 <li>
 
 Device &amp; Platform Management (RMM/MDM)
 
 </li>
 <ul>
 <li>
 
 Remote Monitoring &amp; Management (RMM):
 
 </li>
 <ul>
 <li>
 Administer and maintain the company's RMM platform to proactively monitor system health, deploy security patches, manage software updates, and ensure compliance across all endpoints.
 </li>
 <li>
 Develop and manage automation scripts for routine IT tasks, such as provisioning, de-provisioning, and scheduled maintenance.
 </li>
 </ul>
 <li>
 
 Mobile Device Management (MDM):
 
 </li>
 <ul>
 <li>
 Manage the entire lifecycle of all corporate and approved BYOD mobile devices (i.e., iPads/iPhones) using the MDM platform (e.g., Jamf, Microsoft Intune, Workspace ONE).
 </li>
 <li>
 Configure and enforce device security policies, including encryption, access controls, and remote wipe capabilities.
 </li>
 <li>
 Manage and distribute corporate applications and content via the MDM platform.
 </li>
 </ul>
 </ul>
 <li>
 
 Technical Support &amp; Troubleshooting
 
 </li>
 </ul>
 <ul>
 <li>
 </li>
 <ul>
 <li>
 Serve as the primary point of contact for technical support, managing, prioritizing, and resolving tickets via a helpdesk system (e.g., Zendesk, Jira Service Desk).
 </li>
 <li>
 Provide timely troubleshooting and resolution for hardware, software, network, and peripheral issues for local and remote users.
 </li>
 <li>
 Support core business applications (e.g., Microsoft 365/Google Workspace, ERP systems, video conferencing).
 </li>
 <li>
 Onboard and offboard employees, including account creation, device setup, and hardware retrieval.
 </li>
 </ul>
 </ul>
 
 
 <ul>
 <li>
 Infrastructure &amp; Security
 </li>
 <li>
 </li>
 <ul>
 <li>
 Assist with the maintenance of network infrastructure (Wi-Fi, VPN access, printers).
 </li>
 <li>
 Enforce IT security policies, including password complexity, Multi-Factor Authentication (MFA) setup, and security awareness.
 </li>
 <li>
 Maintain accurate inventory of all IT assets and licenses.
 </li>
 <li>
 Ensure SharePoint is properly protected and maintained with periodic backups as required.
 
 </li>
 </ul>
 </ul>
 
 QUALIFICATIONS
 
 
 
 
 Required Qualifications:
 
 
 
 <ul>
 <li>
 Bachelor's degree in Information Technology, Computer Science, or a related field.
 </li>
 <li>
 5+ years of experience in IT support or systems administration.
 </li>
 <li>
 Strong knowledge of Microsoft 365, Windows/macOS administration, and cloud services.
 </li>
 <li>
 Experience managing RMM and MDM tools (e.g., Jamf, Intune, Workspace ONE).
 </li>
 <li>
 Solid understanding of networking fundamentals (LAN/WAN, VPN, Wi-Fi).
 </li>
 <li>
 Familiarity with IT security practices and standards, including MFA, encryption, and access control.
 </li>
 <li>
 Excellent troubleshooting, problem-solving, and communication skills.
 </li>
 <li>
 Ability to manage multiple priorities and work independently in a distributed environment.
 
 
 </li>
 </ul>
 
 Preferred Qualifications:
 
 
 
 <ul>
 <li>
 Professional certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.
 </li>
 <li>
 Experience with scripting languages (PowerShell, Bash, or Python).
 </li>
 <li>
 Familiarity with ERP systems and IT automation tools.
 </li>
 <li>
 Experience supporting hybrid or remote work environments.
 
 
 </li>
 </ul>
 
 Position Details:
 
 
 
 <ul>
 <li>
 
 Primary Location (Office-based):
 
 Heliopolis, Cairo, Egypt
 </li>
 <li>
 
 Position:
 
 IT Specialist
 </li>
 <li>
 
 Position Classification:
 
 Salary-based full-time hours
 
 
 </li>
 </ul>
 
 PRODUCTIVITY TOOLS:
 
 
 
 <ul>
 <li>
 Microsoft Office
 </li>
 <li>
 Microsoft 365
 </li>
 <li>
 Remote Monitoring &amp; Management (RMM) Platform
 </li>
 <li>
 Mobile Device Management (MDM) Platform
 </li>
 <li>
 Helpdesk System (e.g., Zendesk, Jira Service Desk)
 
 
 </li>
 </ul>
 Decima International is an Equal Opportunity Employer who is committed to the safety and wellbeing of all. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, citizenship, low-income status or any other status or characteristic protected by applicable law.
 
 
 At Decima International, we offer a competitive salary package, including paid time off and performance-based bonuses. We also provide excellent medical, vision and dental insurance for our employees.
</div>

IT Specialist

Clyde & Co

<div>
 
 
 Events Specialist &ndash; Business Development &amp; Marketing
 
 
 
 
 
 
 
 The team
 
 
 
 The Global Business Development (BD) Leadership team sets the strategy in consultation with the Global Strategy Board and Global Practice Groups. The BD teams (comprising communications, marketing, business and client development experts) are led by regional heads of Business Development who are aligned to our regional boards: Asia Pacific, Middle East Africa, North America, UK, Europe.
 
 
 Our strategy seeks to:
 
 <ul>
 <li>
 Manage and develop clients and profile in our global sectors
 </li>
 <li>
 Adopt a content and product led approach in taking our practice groups to market
 </li>
 <li>
 Prioritise the use of integrated digital marketing channels
 </li>
 <li>
 Position our most senior staff as advisors to the business, supported by expert execution teams
 </li>
 <li>
 Ensure that the highest value clients and opportunities command the highest value BD attention and bespoke tactics
 </li>
 </ul>
 
 
 
 
 
 Key responsibilities
 
 
 
 This role is a part of the Middle East and Africa (MEA) Business Development team who work across our MEA markets, sectors and practice groups with a majority focus on engagement and conversion stages of the sales pipeline. The events specialist will provide end-to-end event management of the firm's extensive portfolio, ranging from small technical events to large showpiece hospitality events designed to achieve specific objectives, such as:
 
 
 
 
 <ul>
 <li>
 Brand awareness: To increase the firm's visibility and enhance brand recognition
 </li>
 <li>
 Client insights: To gather valuable feedback and insights from clients regarding their business needs and priorities
 </li>
 <li>
 Knowledge sharing: To provide timely insights and know-how on the latest industry developments
 </li>
 <li>
 Lead generation: To support lead generation by providing opportunities to attract, engage, and generate ROI
 </li>
 <li>
 Networking and client development: To create a platform which supports client networking and enables the development of client relationships
 </li>
 <li>
 Strategic alliances and partnerships: To establish or strengthen the firm's alliances with third-party associations, businesses, and government entities
 </li>
 </ul>
 
 
 
 
 
 Event management:
 
 
 <ul>
 <li>
 Plan and execute the firm's external events across the MEA region, from concept to completion
 </li>
 <li>
 Ensure event objectives are set at the planning stage and follow-up procedures are in place
 </li>
 <li>
 Manage strategic internal events, i.e. quarterly regional Town Halls, ensuring all the logistics are executed to a high standard
 </li>
 <li>
 Advise key stakeholders on the best format and structure to meet the event objectives and requirements
 </li>
 <li>
 Prepare project plans and ensure deadlines are met by all parties involved in an event
 </li>
 <li>
 Monitor and communicate budgeting and financial information to both the sponsoring partner and the relevant business development manager
 </li>
 <li>
 Communicate regularly with partners and business development managers to plan and coordinate their activities
 </li>
 <li>
 Manage third-party external events, i.e. sponsorships, collaborative events
 </li>
 <li>
 Assist with registering and managing external cross-practice event attendance, i.e. award ceremonies
 </li>
 <li>
 Support with event marketing requirements i.e. the preparation of invitations in line with the firm's brand guidelines
 </li>
 <li>
 Ensure all event activity is recorded on InterAction pre-and post-event
 </li>
 <li>
 Conduct post-event evaluations to assess event outcomes and identify areas for improvement
 </li>
 <li>
 Review and manage the events feedback process and produce a quarterly summary report of feedback
 </li>
 </ul>
 
 
 
 
 
 Event infrastructure:
 
 
 <ul>
 <li>
 Continually review and improve the event processes
 </li>
 <li>
 Source venues and assess their suitability based on various event requirements and objectives
 </li>
 <li>
 Maintain a preferred venues and supplier list
 </li>
 <li>
 Develop a central resource of event materials for use by secretaries and fee-earners to help plan and execute events
 </li>
 <li>
 Manage and update the MEA events calendar to support with planning and visibility across the business on all event activity
 </li>
 <li>
 Oversee the coordination of the external events tracker and calendar to ensure it is regularly updated to reflect key industry events which will be of relevance to our fee earners
 </li>
 <li>
 Source relevant event materials (banners, stands, merchandise etc.) and pitch suggestions to the business development and marketing team for upgrading such items
 </li>
 <li>
 Manage and oversee the firm's branded merchandise, source suppliers and potential products
 </li>
 <li>
 Connect with the global events team to share best practices and ideas on how to evolve and enhance the firm's event processes and client experience
 </li>
 <li>
 Stay up to date with the latest digital technologies, audio/visual, and trends in the event industry to improve event processes
 </li>
 </ul>
 
 
 
 
 
 Candidate profile
 
 
 
 The ideal candidate will:
 
 <ul>
 <li>
 be educated up to high school level, degree desirable
 </li>
 <li>
 have a minimum of five years&rsquo; experience managing a range /high-volume events
 </li>
 <li>
 have experience in managing multiple events at the same time and displays strong organisational skills
 </li>
 <li>
 have excellent English language skills (spoken and written)
 </li>
 <li>
 have good interpersonal skills with the ability to influence and liaise with a range of stakeholders
 </li>
 <li>
 have exceptional detailed event planning and project management skills
 </li>
 <li>
 be flexible and willing to travel across the MEA region for on-site event management and execution
 </li>
 <li>
 be creative with strong attention to detail
 </li>
 <li>
 be able to work under pressure and manage conflicting priorities
 </li>
 <li>
 be able to work independently on the event planning process
 </li>
 <li>
 be willing and able to develop and implement ideas and strive for practical solutions have strong Excel skills, with experience
 </li>
 </ul>
 
 
</div>

Events Specialist

Concentrix

<div>
 
 Job Title
 
 
 
 English - Customer Success Specialist
 
 
 
 Job Description
 
 
 
 The Senior Customer Success Specialist supports an existing customer base to cultivate and build strong customer relationships over the customer lifecycle while ensuring customer satisfaction and engagement. This role is responsible for developing an excellent level of product or service knowledge to support carrying customer questions and concerns.
 
 
 <ul>
 <li>
 Manage high volume of customer contacts and communications through phone and email each day
 </li>
 <li>
 Use contact search and productivity tools to verify contact information is accurate
 </li>
 <li>
 Conduct health checks at agreed upon recurring intervals to gauge product satisfaction and value completion
 </li>
 <li>
 Develop a level of product knowledge to speak intelligently to customers and address specific objections
 </li>
 <li>
 Document and track qualitative feedback and quantifiable measurements through surveys, phone calls and emails using computer systems
 </li>
 <li>
 Capture customers' product expectations, experiences, satisfaction, and likelihood of abandonment, "Voice of the Customer"
 </li>
 <li>
 Initiate steps through appropriate communication channels to address customer concerns/roadblocks prohibiting satisfaction or product usage
 </li>
 <li>
 Work with teams and management to promote a positive customer experience
 </li>
 </ul>
</div>

English - Customer Success Specialist

HSBC

<div>
 
 Job Profile Text
 
 
 
 The commercial card service specialist team is a ring-fenced team aimed at replicating the client experience provided by card service managers. Whilst these service managers will not be geographically located in the same country as the client, they will provide the client with the expected service by leveraging technology. These will be service-oriented individuals with the right amount of card knowledge to be able to address the different complex card queries from clients. They will not have a client portfolio; however, they will own the query that they pick up from the generic pooled mailbox.
 
 
 
 The Jobholder Is Primarily Responsible For
 
 
 
 <ul>
 <li>
 Ownership of card issues &ndash; Completely own card related issues. The service specialists will be the face of HSBC/GPS for card issues and liaise with the different departments where required. Card specialists will ensure constant updates and hold responses as appropriate.
 </li>
 <li>
 First Contact Resolution &ndash; Whilst there will be instances where card service specialists will have to coordinate with different teams, the behavior will always be to drive first contact resolution, either through email and or where required via call/zoom.
 </li>
 <li>
 Creation of synergies between card operations, card service managers, client account manager, and contact center.
 </li>
 <li>
 Compliment / support card service manager and client account manager &ndash; The card service specialist will be complimenting the CSS and CAMs for card related issues as appropriate.
 </li>
 <li>
 Connectivity &ndash; The jobholder will where possible engage the client through zoom video calls and not just through audio / emails.
 
 
 </li>
 </ul>
 
 Control
 
 
 
 Card service specialists are accountable for setting the &lsquo;tone at the top&rsquo; which underpins the principles of a positive and effective internal control environment. They should exhibit leadership and direction to their teams for establishing and maintaining an effective work environment.
 
 
 
 Conduct
 
 
 
 Management of conduct is a critical component of all our business activities including, for example, the Group&rsquo;s strategy and business models, our culture and behaviors, our interaction with customers, our financial markets operations, and our governance and oversight processes. HSBC's approach to conduct is designed to ensure we deliver fair outcomes for our customers and do not disrupt the orderly and transparent operation of financial markets.
 
 
 Focus on conduct is integral to HSBC&rsquo;s values and principles and supports the Group&rsquo;s strategy for sustainable growth and streamlining of business processes and procedures.
 
 
 HSBC Has Defined The Global Outcomes Relating To Conduct Which Must Be Delivered By Global Lines Of Business, HOST And The Global Functions. The 15 Global Outcomes Are Located Within The Document In This Link
 
 
 Global Risk FIM / Regulatory Compliance / B.25 Global Conduct Policy
 
 
 Whilst all 15 Global Outcomes apply across the organization, there are more dominant or relevant Outcomes which relate to specific roles. Below is an indicative guide to show which Outcomes are more likely to apply to this job description. This should be used as a guide only and all roles within the organization should adhere to the Outcomes and the local regulatory standards and requirements relating to the markets in which they operate.
 
 
 
 Strategy &amp; Business Models
 
 
 
 <ul>
 <li>
 Rules under this category are not applicable to this job
 
 
 </li>
 </ul>
 
 Culture &amp; Behaviors
 
 
 
 <ul>
 <li>
 Our culture supports our people and empowers them to consistently do the right thing for our customers and markets in which we operate
 </li>
 <li>
 Our people are competent and committed to the fair treatment of customers and not disrupting the integrity of markets
 </li>
 <li>
 We are open to challenges, we acknowledge when things go wrong, we fix things, and we learn from our mistakes
 </li>
 <li>
 We reward good performance, behavior and attitude which deliver the fair treatment of customers and uphold market integrity
 
 
 </li>
 </ul>
 
 Customer
 
 
 
 <ul>
 <li>
 We know our customers and understand their needs-we actively listen to them and ask the right questions
 </li>
 <li>
 Our products and services provide a balanced exchange of value between HSBC and our customers
 </li>
 <li>
 Throughout our Sales and servicing we are efficient, transparent and customer focused
 
 
 </li>
 </ul>
 
 Markets
 
 
 
 <ul>
 <li>
 We seek to prevent and will proactively identify actions and behaviors that constitute market misconduct, and respond appropriately
 </li>
 <li>
 We manage conflicts of interest and appropriately handle information to reduce the opportunity for misuse
 
 
 </li>
 </ul>
 
 Governance &amp; Oversight
 
 
 
 <ul>
 <li>
 Our governance framework provides effective oversight of how we fairly treat customers and uphold market integrity
 
 
 </li>
 </ul>
 
 Principal Accountabilities
 
 
 
 
 Impact on the Business/Function
 
 
 
 <ul>
 <li>
 Handle GPS GB and CMB (CIB) Card clients Program Admins, Treasurers, Finance Managers as one point contact for their Commercial Card queries / issues
 </li>
 <li>
 Contribute to the delivery of the key strategic initiatives set by Card Service leadership which will influence delivery of solutions to our customers across GBM and CMB
 </li>
 <li>
 Work in combination with other functions &ndash; Card Operations, Fraud Management, Country Teams, GPS Service Manager and Card Product Team to achieve end-to-end client fulfilment
 </li>
 <li>
 Facilitate the provision of technical guidance to clients for navigating e-Channels such as MiVision, Smart Data Gen, TSYS, Visa Interlink, etc
 
 
 </li>
 </ul>
 
 Typical Targets and Measures
 
 
 
 <ul>
 <li>
 Client satisfaction
 </li>
 <li>
 Resolution of client service issues
 </li>
 <li>
 High net promoter score
 </li>
 <li>
 Process improvements suggested and implemented
 
 
 </li>
 </ul>
 
 Customers / Stakeholders
 
 
 
 <ul>
 <li>
 Act as a Services champion (Subject Matter Expert) for the RMs, Sales Managers within CMB and GBM to structure the transactions and ensure and provide advisory solutions to the respective clients.
 </li>
 <li>
 Ensure positive client experiences through support, Card Solution advice and best practices in relation to GPS Commercial Cards.
 </li>
 <li>
 Ensure that GPS is responsive to the requirements and expectations of the Global Businesses regarding service expectation on Commercial Cards.
 </li>
 <li>
 Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
 </li>
 <li>
 Drive and maintain regular dialogue with Global Businesses to ensure alignment of objectives and effective communication of GPS Services initiatives.
 </li>
 <li>
 Manage commercial card process for clients to ensure positive client experience, accelerate revenue realization of won mandates, and improve transactional efficiency.
 </li>
 <li>
 Take ownership of clients&rsquo; cards service needs and deliver solutions aligned with client expectations which will help ensure retention of client&rsquo;s business
 </li>
 <li>
 Constantly meet or exceed global and local service standards for internal and external clients.
 </li>
 <li>
 Effectively manage and record all client complaints. Ensure proper escalation is done to GPS Card Business team
 
 
 </li>
 </ul>
 
 Leadership &amp; Teamwork
 
 
 
 <ul>
 <li>
 Exhibits behavior aligned to the overall HSBC vision, values and goals, and inspires and engages people to create an inclusive, high performing, customer-centered culture
 </li>
 <li>
 Works cohesively with Team members including Team leader to achieve positive outcomes for the clients.
 </li>
 <li>
 Shares best practices and learnings within the team and takes a hands on approach in coaching new or junior team members
 </li>
 <li>
 Demonstrate the highest level of professionalism and integrity, setting exemplary standards of conduct to all employees
 </li>
 <li>
 Foster a strong, collaborative culture and positive team dynamics consistent with Group values
 </li>
 <li>
 Continue to develop skills, seek explicit development opportunities personally to achieve the highest levels of industry professionalism
 
 
 </li>
 </ul>
 
 Operational Effectiveness &amp; Control
 
 
 
 <ul>
 <li>
 Maintain a robust and efficient control environment across GPS to ensure good operational, financial and project management and compliance with HSBC policy and procedures, together with early identification and effective resolution or escalation of issues that arise
 </li>
 <li>
 Exercise judgment to assess and mitigate financial, documentary, credit, regulatory and compliance risks.
 </li>
 <li>
 Compliance of group policies and regulatory requirements
 </li>
 <li>
 Ensure that each service specialists training assigned is completed as per the mandatory requirements
 </li>
 <li>
 Ensure client complaints are recorded, reviewed and resolved in accordance with global and or country complaints handling standards
 </li>
 <li>
 Continually identify and address root cause issues that impact service levels
 </li>
 <li>
 Adopt preventive measures to improve and protect service levels.
 
 
 </li>
 </ul>
 
 Local Job Requirements
 
 
 
 
 Role Context
 
 
 
 Client experience is a significant differentiator within the transaction banking space. Across the different markets Commercial Cards are a key driver of fee income and our proposition provides a differentiator to open client discussions. There is an opportunity to build on this strength through a team of dedicated commercial cards team to support complex queries.
 
 
 With card solutions becoming more complex, clients are seeking a service specialist who can own the problem from start to finish, and this is being viewed as an important component of the larger card solution itself. Whilst there are generic service managers, the objective of the commercial card service specialists is to act as a go in between, as well a dual owner, that is service ownership and issue ownership &ndash; them being the singe one point of contact for all things cards at a program admin, treasurer level.
 
 
 The card service specialists aligning with Group strategy, creating synergy with other country teams, and closely interacting with various internal (GB &amp; CMB RMs, Card Operations, Service Managers, FCC, RC, Legal &amp; Tax, etc.) and external (GB &amp; CMB customers), global, regional and local stakeholders are important activities to be successful in the role.
 
 
 While in the process of delivering to meet customers&rsquo; expectations, the person is required to ensure that the team operates within the parameters established by external regulators in the region and is also subject to internal Group parameters. Therefore, a broad knowledge of the business environment and the commercial card business in the middle east, as well as a strong working knowledge of HSBC's operations, systems, card products and services in the region is required.
 
 
 
 Major Challenges
 
 
 
 Enhance our global position as the leading international transactions bank by establishing a pioneer service culture in terms of industry&rsquo;s best practices, undisputed leadership, and consultative solution delivery.
 
 
 Given the existing competitive market landscape, the jobholder is required to keep up to date in terms of market trends, card products, and ever-changing customers&rsquo; needs. In view of the dependency with different departments like card operations, fraud management, product, IT, it is expected the individual will create a working relationship with these teams and will be required to demonstrate broad and effective stakeholder management across various parties. The job holder will proactively identify internal efficiency opportunities by initiating improvement process review, engaging the cross function / cross country teams with an aim to enhance customer experience, elevating customer recognition and satisfaction.
 
 
 
 Certifications, Qualifications &amp; Experience
 
 
 
 <ul>
 <li>
 Fairly good understanding of payments, and commercial cards.
 </li>
 <li>
 A passion for serving clients and managing clients, front line client engagement experience
 </li>
 <li>
 Ability to own issues, to be able to be in front of a client (via Video) and take ownership
 </li>
 <li>
 High commitment to service excellence and client relationship management
 </li>
 <li>
 Strong knowledge of back end operational process
 </li>
 <li>
 Fluent English language command &ndash; speaking and writing
 </li>
 <li>
 Strong interpersonal, influencing and communication skills
 </li>
 <li>
 Minimum 2 &ndash; 3 years in front line service, complex query handling
 </li>
 </ul>
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Commercial Cards Services Specialist UK - GPS - CMO, GSC

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