Financial Support Operations Manager

5 hours ago

مصر, Egypt HSBC Full time

**Business: Global Payments Solutions**

**Open positions: 1**

**Role Title**:Financial Support** Operations** Team Leader - **Global Payments Solutions**

**Global Career Band: 5**

**Location **_(Country / City)_**: Egypt/Cairo**

**Recruiter Name: Nada Samhan**

**Why join us**

To continuously provide high quality processing GPS services to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA’s) The role of Team Leader, Financial Support Team is to manage a team of Financial Support Associates and Financial Support Managers who will be receiving and making telephone calls to our Commercial Banking customers who are experiencing varying degrees of financial difficulty. The role holder will be providing leadership and direction to the team in a fast paced telephony operation.

**The Opportunity**:
**Role Context;**
- Engaging with Customers/Stakeholders/Colleagues
- Working in a Dynamic Environment
- Working Responsibly
- Understanding the External Marketplace
- Customer centricity
- Developing People and Teams
- Maximising Business Performance

**What you’ll do**:
**Role Responsibilities**:

- Lead, coach and inspire a team of Financial Support Associates to gain the necessary skills and knowledge to work towards accreditation of a Financial Support Manager role
- Lead, coach and empower a team of Financial Support Managers to deliver the best possible customer outcomes through every interaction
- Drive a culture of customer service excellence ensuring all team members have the necessary skills needed to provide appropriate solutions and drive fair outcomes to customers in financial difficulty encouraging a ‘right first time’ approach
- Undertaking quality assurance assessments on a reoccurring basis to assess the quality of customer outcomes and adherence to process and procedure
- Support every individual in your team on their personal development journey encouraging them to reach their full potential and guiding them to the tools available such as the Degreed platform
- Ensure the timely remediation of internal and external audit points together with any issues by external regulators
- Use regular testing to ensure that defined processes are being followed and remain suitable whilst looking for opportunities to further improve the customer journey
- Have awareness of external economic market movements that may impact our Commercial Banking customers
- Manage performance opportunities within the teaM/Function by diagnosing any performance gaps in the quality of work produced and implementing improvement plans to capitalise on opportunities to enhance performance;
- Set clear expectations, provide direction and demonstrate ways to enhance communication with our customers
- Communicating a clear understanding of the Financial Support Associate and Manager role, objectives, priorities, and performance expectations;
- You will treat customers, at all times, fairly and with respect both personally and as an organisation

Requirements

**What you will need to succeed in the role**

**Skills**
- Strong leadership capabilities with excellent coaching and motivational skills;
- Proven practitioner of undertaking quality assurance samples and driving positive improvement in team call quality results;
- Commitment to continuous development, both personally and in others, to add value for the organization and for overall career development;
- Excellent communication skills - both conversational and written;
- Proven ability to drive a team of telephony agents to achieve department targets
- Ability to work collaboratively, promoting teamwork and positive cooperation towards the achievement of team/department goals;
- Ability to organise work independently and as part of a team;
- Strong understanding of the varying stages of financial difficulty in respect of the Customers in Financial Difficulty policy
- Understanding of Bank’s systems - including Browser Main Menu, eCafe, Document Viewer, Excel, Word, Outlook
- Influencing skills and ability to build positive working relationships with our customers, colleagues and stakeholders
- Planning and organizational skills in order to manage the unexpected as well as anticipated issues or events
- Ability to gather, analyse and interpret comprehensive financial information including Cash Flow Forecasts, Profit and Loss Accounts, Balance Sheet Management, and/or customer requirements in order to provide solutions that are commercially viable and sustainable.
- Value diversity and inclusivity and actively promote this within your team and across the wider department
- Broad knowledge of the complexity of CMB customers including the differences between Sole Traders, Partnerships, Limited Companies and Guarantors and the different regulatory obligations when lending to these Businesses e.g. CCA and CONC.
- Understanding of forbearance solutions and debt restructuring and the impact these have for a customer.
- Taking ownership a

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