Customer Experience & Operation Senior Manager

Job description

Job description

Role Purpose :

·  Responsible to cover the process related to Customer Experience in FCCS (Fraud Credit Control Services) as People & Engagement, Global Projects, Collections Back Office Processes and Pre- Legal process. 
·  Manage the team that works for different activities to control de FTEs and the direct cost that it represents, responsible to control in different process as Extra Hours and generate activities to have high Engagement in the Team. 
·  Implement the Global Projects for Collections, UWS & Frauds, as a Project Manager, ensuring the correct local execution aligned with the global requirements and local policies.
·  Responsible to ensure the Collections Operations related to the negotiations made between the operational channels and HSBC’s customers for the different products in Collections. 
·  Ensure the process to pre-legal to the customer’s products that has in process to demand or need to b for PyMES, Mortgage, Lending and Cards

Principal Accountabilities:

·  Participate in Global Forums to manage the processes related to Back Office, Pre-legal, People & Engagement Topics and Projects Implementation. 
·  Ensure the correct application in Collections Operation, based on Customer’s negotiations timely and correctly, with the correct policies & procedures. 
·  Guarantee the operation of Clarifications and their guarantees.
·  Measurement: Analysis of the information generated by the MI, for searching strategies and optimizations in the local processes.
·  Follow up to the Human Resources processes related with FCCS.
·  Support the team to manage and have a good Engagement with all FCCS team.
·  Develop projects and implement global’ s requirements ensuring the correct local processes to operative channels or administrative.
·  Ensure effective networking with all the internal customers and stakeholders.
·  Design and collaborate with the different Collections processes to support the Collections Strategies
·  Make Workshops and ensure that Working Groups to the processes related to Human Resources are on the HSBC pathway.
·  Generate processes that helps the internal and external customer needs, identifying activities and improvements

Requirements

·  High capability to manage teams
·  Experience taking decisions
·  High capability to communicate in English
·  Personal financial services and consumer finance.
·  Products Knowledge
·  Effective communication and negotiation skills
·  Advance level of English able to keep a conversation
·  Strategic vision of the business
·  Networking
·  Leadership and supervise skills for constantly changing risk environment
·  Bachelor Degree in Finance, Actuarial Sciences, Economy, Applied Mathematics, or some other related.   
·  Teamwork

At HSBC we are committed to building a culture where all employees and customers are valued regardless of their gender, age, sexual orientation, ethnicity, disability, religious belief, background or any other different personal aspect.

HSBC employees act by showing integrity with courage, standing firm in what is right. We are trustworthy, we show different ideas and cultures and we are connected with customers, the community, regulators and each other.

At HSBC we are focused on guaranteeing gender equality and constant training for our employees, as well as protecting their labor and social rights.

“At HSBC we offer our colleagues a greater number of days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care”