Description
We are seeking a Subdirector de Analisis de Comportamientos de Clientes to lead a team of 12 and manage approximately 50,000 customer exits per annum. The successful candidate will be responsible for collecting, consolidating, and assuring the quality of client information to enable efficient decision-making and effective execution of decisions related to customer exits.
Principal Accountabilities:
- Lead a team of 12 and manage a portfolio of 50,000 customer exits per annum, incorporating Compliance, Customer Experience, and Operational considerations.
- Oversee the IWPB Secretariat team and manage direct EXCO meetings on exit decisions.
- Analyse management information relating to the implementation of CSEM and work with the business to identify trends and actions required.
- Collaborate with business areas to raise the profile of Global Standards and ensure a culture of compliance.
- Work closely with Customer Experience and High-Risk Approvals to support the implementation of CSEM.
Leadership & Teamwork:
- Pivotal member of the cross-functional team to be ambassadors of Policies and Procedures of CSEM Process.
- Identify and engage with key stakeholders to gain support and ensure strategies and solutions are effectively delivered.
- Act as a subject matter expert, working with senior stakeholders and business areas to influence and shape the thinking around Policies and Procedures of CSEM Process.
Operational Effectiveness & Control:
- Protect HSBC’s reputation and ensure no detriment to target customer relationships.
- Be a key driver in implementing Policies and Procedures of CSEM Process.
- Manage and escalate risks and issues relevant to allocated activities.
Major Challenges:
- Leading a team that undertakes actions to ensure operational effectiveness of CSEM process and procedures.
- Endorsing Regional/Country WPB CSEM Procedures for Global WPB Head approval.
- Overseeing CSEM Quality Control and Quality Assurance results and associated remediation.
Requirements:
- Ability to execute role with a level of autonomy while being mindful of when to seek guidance and approval.
- Continually reassess operational risks associated with the role and inherent in the business.
- Adhere to and demonstrate adherence to internal controls.