Senior Analyst (French is a MUST) WSO, GSC Cairo

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

The Opportunity

Quality Checker Account maintenance and servicing who will be responsible for the below:

• Conduct regular Audits for Quality monitoring and reporting using available tools/SOP/knowledgebase/supervisor support etc
• Meet targets on productivity and quality as per the targets and metrics defined for the process.
• Instructions/requests to be correctly interpreted, understood and implemented.
• All files to be audited/checked properly keeping in mind the procedure applicable for respective processes, audit and compliance requirements as well as the risks involved
• Ensure that the process related procedures are implemented and followed by the CSEs as per the process manuals and any procedural updates implemented as required, once cascaded.
• Gain complete / end-end process knowledge
• Collaborate with Operations management to guide on Quality Assurance Knowledge / health / Improvement areas etc
  
  

What You’ll Do

• Acquire and update knowledge on procedures related to relevant HBFR processes.
• 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.
• Ensure that the productivity, sales and quality levels are achieved as per the standards set for the process.
• Demonstrate ways to improve customer service, increase productivity and increase sales.
• Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.
• Participate in team meeting / team activities and work towards sustaining team spirit.
• Support achievement of team objectives
• Foster/coach and assist development of co-workers and CSEs
• Proactively identify issues, if any, and escalate.
• Provide service to customers by performing QCs on the customer demands already processed by CSEs keeping in mind the risks involved at each step focusing on resolving requests efficiently, accurately, and professionally.
• Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation.
• To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
  
  

What You Will Need To Succeed In The Role

• Is accountable for the effective cascade of communication across the team
• Is accountable for the delivery & continuous improvement of performance
• Meet or exceed PLAs; reduce operational risk
• Ability to learn quickly and transfer knowledge appropriately. Ability to understand and interpret numeric data.
• Minimum, basic computer knowledge. Flexibility to work shifts.
• Ability to build rapport with and relate to a wide range of people.
• Ability to maintain focus while working with voluminous data.
• Ability to multi task. Excellent communication skills, both written and verbal in French and English. This role requires an individual to demonstrate an “Extrovert” personality type, who will need to be in constant communication with HSBC Customer and Business Area.
• Strong Customer Orientation and passionate about delivering superior customer service
• Demonstrate high energy; be PRO-ACTIVE, extremely positive and a highly effective problem solver,
• Ability to take complete ownership and facilitate end to end customer journey
• Fast learner and have a “can do” approach
• Needs to be adept and flexible to rapidly changing business, internal scenarios and unexpected events
• Ability to understand complex concepts and extract relevant information from extensive documentation quickly
  
  

What additional skills will be good to have?

• Ability to speak and understand French and English fluently, write business letters and reports, and have good conversational
• Successful proven record in managing people
• Detail/cost oriented
• Innovative/creative.
  
  

Link To Candidate User Guide

You’ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

• Issued By HSBC Electronic Data Services***
  
  

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued By HSBC Electronic Data Processing (Egypt) Private LTD***