Deal Implementaion Officer Gsc's

5 days ago

مصر, Egypt HSBC Full time

**Why join us**

**The Opportunity**:
**Role Context;**
- Excellent communication skills - Written & Verbal (English/Arabic).
- 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 mínimal supervision.
- Good team player
- Flexibility to work in different shifts
- Strong Relationship building skills
- Quick Learner

**What you’ll do**:
**Impact on the Business/Function**
- 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 client’s satisfaction.
- By keeping clients fully informed of progress throughout the life c of a query.
- By prioritizing 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.

Key accountabilities are;
- Conduct quality review of agent’s 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
- Analyze /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.

**Customers / Stakeholders**
- 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**
- 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

**Operational Effectiveness & Control**
- 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

  • Procurement Officer

    3 days ago

    مصر, Egypt Homzmart Full time

    **Company Description** Homzmart** is an end to end community that connects home professionals with homeowners who can browse home designs, furniture, accessories and products and also can find reviews, referring professionals, take advice from professionals and read articles about home improvement. Sourcing and Procurement: - Identifying and developing...

  • Eg International Chq Officer Gsc's

    1 week ago

    مصر, Egypt HSBC Full time

    **Why Join Us**: If you’re looking for a career where you can find different opportunities to develop, join HSBC and discover how valued you’ll be and how your future will be rich with potential. HSBC offers the opportunity to develop a fulfilling career within a supportive and inclusive environment where everyone can achieve their full...

  • Fraud Officer

    6 days ago

    مصر, Egypt HSBC Full time

    -Job description **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,...

  • Fraud Officer

    4 days ago

    مصر, Egypt HSBC Full time

    **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...

  • Eh&s Safety Officer

    2 days ago

    مصر, Egypt Harsco Environmental Full time

    Company Description **Job Description**: **I. Position Summary and Primary Responsibilities** - The position is charged with the assistant of the Environment, Health, and Safety function on a single site within Egypt with the responsibility to provide support to the EH&S ’Manager in order to enable the function to achieve local, Regional, and Corporate...

  • Processor Wcas Cairo Gsc

    1 week ago

    مصر, Egypt HSBC Full time

    -Job description **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,...

  • Office Administrator

    4 days ago

    مصر, Egypt InstaShop Full time

    InstaShop, headquartered in Dubai, is the leading online marketplace for supermarkets, pharmacies, pet shops & other businesses in the Middle East. With a young & motivated team & an office resembling the ones of startups in San Francisco, InstaShop is the right company for individuals passionate about adding value within a fast-growing technology...

  • Information Technology Officer

    3 weeks ago

    مصر, Egypt Save the Children Full time

    **TITLE**:Information Technology Officer (IT Officer).**TEAM/PROGRAMME**:Egypt Country Office**LOCATION**:Cairo, main office **with 10% Travel to Upper Egypt offices.** **GRADE**: 4**CONTRACT LENGTH**:Annual contract with the possibility of extension based on performance and budget availability **CHILD SAFEGUARDING**: Level 3: the responsibilities of the...

  • Manager Lending Services Europe

    2 weeks ago

    مصر, Egypt HSBC Full time

    **Principal responsibilities** - Monitoring and evaluation of the team’s performance. - Development of realistic and achievable strategies and action plans to address performance gaps, staffing requirements, staff morale and attrition rates etc. - Coordinates with departments outside of Operations as necessary. - Recommendations and action plans developed...

  • Vp Business Regulatory Risk

    6 days ago

    مصر, Egypt HSBC Full time

    **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...

  • Kyc Risk Officer Gbm, French Is a Must, Gsc

    5 days ago

    مصر, Egypt HSBC Full time

    **Business: KYC Risk Operation** **Open positions: 1** **Role Title: KYC Risk Operation analyst** **Global Career Band: 7** **Location **_(Country / City )_**: Cairo** **Recruiter Name : Nada Samhan** **Why join us? **_(Overview of Dept./Function)_** The KYC Operations team is an energetic & a rapidly growing team which is driven by passion & a...

  • Sales Manager

    1 week ago

    مصر, Egypt Property Finder Full time

    Property Finder is the leading digital real estate platform in the Middle East and North Africa region. A UAE-born startup, Property Finder expanded its operations to Qatar, Bahrain, Saudi Arabia, and Egypt over the years. Recently, it acquired a significant stake in Zingat in Turkey. The company is one of the largest technology start-ups in the region and...

  • Office Boy

    23 hours ago

    مصر, Egypt Interdyne Global Full time

    An office boy position is an entry-level one, often filled by interns or recent graduates. Office boys perform various basic administrative duties, such as serving beverages to the guests or staff, handling electronic files and papers, greeting visitors and so on. **Job Requirements** - Dealing with queries or requests from the visitors and employees. -...

  • Adult Literacy and Women Empowerment Officer

    6 days ago

    مصر, Egypt Save the Children Full time

    SAVE THE CHILDREN EGYPT ROLE PROFILE 1 TITLE: Adult Literacy and Women Empowerment Officer TEAM/PROGRAMME: Literate Village (LV) LOCATION: Beni Suef GRADE: CONTRACT LENGTH: FTA CHILD SAFEGUARDING: (select only one) Level 3: the post holder will have contact with children and/or young people either frequently (e.g. once a week or more) or intensively...

  • Premier Direct Relationship Manager Gsc's

    2 days ago

    مصر, Egypt HSBC Full time

    -Job description **Business: Contact Center** **Role Title: Premier Direct Relationship Manager GSC’s** **Location **_(Country / City )_**: Egypt** **Major Challenges**_ _**(The challenges inherent in the role that require a continual test of the role holder’s abilities) - Achieve Wealth/ Investment & Insurance business targets for Premier business,...

  • Receptionist - Front Office

    1 week ago

    مصر, Egypt Premier Services & Recruitment Full time

    Job Description & Specification: - Role- S/he Work as receptionist to greet clients and visitors and handle their initial requests. - S/he Receive and handle calls and guide them to the responsible person. - S/he Act as administrator for the SAP SRM system. - S/he Act as a liaison between us and the medical service provider to handle approvals, claims and...

  • Office and Human Resources Manager

    6 days ago

    مصر, Egypt Education Development Center Full time

    **Company Description**: Education Development Center (EDC) is a global nonprofit that advances lasting solutions to improve education, promote health, and expand economic opportunity. Since 1958, we have been a leader in designing, implementing, and evaluating powerful and innovative programs in more than 80 countries around the world. EDC promotes equity...

  • Office and Human Resources Manager

    2 days ago

    مصر, Egypt Education Development Center Full time

    Company Description** Education Development Center (EDC)** is a global nonprofit that advances lasting solutions to improve education, promote health, and expand economic opportunity, with a focus on vulnerable and under-served populations. Since 1958, we have been a leader in designing, implementing, and evaluating powerful and innovative programs in more...

  • Office Manager

    1 week ago

    مصر, Egypt Premier Services & Recruitment Full time

    Job Description & Specification: An office manager’s duties include: - organising meetings and managing databases - booking transport and accommodation - organising company events and conferences - ordering stationery and IT equipment - dealing with correspondence, complaints and queries - preparing letters, presentations and reports - supervising and...

  • S&op Projects Specialist

    23 hours ago

    مصر, Egypt Unilever Full time

    Job Title: S&OP Information Officer Department: Supply Chain Main purpose of the role Manage Information flow of the entire S&OP cycle among several functions including Supply planning, Customer service, demand planning, finance, marketing, CAT-OPS & sales, & generate needed reports Ensure that the SAP system and &OP process are aligned, and update...