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Avp, Financial Support Quality Team Leader
1 month ago
**Business: Global Payments Solutions**
**Open positions: 1**
**Role Title**:Financial Support** QA and Outcome Testing Remediation** 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 purpose of this role is to assess whether customers are being treated fairly and are receiving fair outcomes within the UK CMB Financial Support Team (formally known as Collections and Recoveries). To oversee and manage customer case reviews and to assess whether operational and regulatory requirements are being met, as defined by UK CMB FIM, Managing Customers in Financial Difficulties (CiFD) Policy and relevant regulatory and market expectations. In addition, the role requires a holistic understanding of the issues identified via quality assurance and outcome testing, the root causes associated and to engage with relevant stakeholders to ensure timely and effective remediation.
**The Opportunity**:
**Role Context;**
- Good understanding of the UK regulatory framework in relation to treating customers fairly and the debt collection & recovery environments, with a forward thinking approach to anticipate change within the internal and external markets
- A sound knowledge of the Group and the CMB business, including products, services, systems & processes.
- Business experience in a variety of roles focused on delivery of high quality customer service.
- Understanding of the risk management policies, operational risk frameworks and the necessity for effective procedural controls
- Experience working in relevant environments i.e. Commercial Banking or experience working in relevant market/context i.e. Financial Services
- A track record of understanding customer needs and delivering excellent customer service
- Broad understanding of risk management and proven experience of ensuring own/others' compliance with relevant regulatory processes
- Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively
- Good understanding of operational risk and controls, preferably gained through experience in front line and risk roles
- Knowledge of the changing regulatory environment especially in the financial services sector.
- Engaging with Customers/Stakeholders/Colleagues
- Working in a Dynamic Environment
- Working Responsibly
- Customer centricity
- Influencing and Challenging Stakeholders
- Managing Business Information
- Maximising Business Performance
- Strengthening Stakeholder relationships
**What you’ll do**:
**Role Responsibilities**:
- Analysing complex situations, identifying risks and driving change to ensure customer outcomes are improved or issues are resolved prior to impacting the customer
- Engage with stakeholders across the business, briefing Senior Management on issues/trends and suggesting potential actions
- Ensuring correct remediation plans are agreed, capturing all potential risks which are to be completed within a timely manner to drive improvements to Customer outcomes
- Responsibility for design, delivery, consistency, relevance, integrity & validation of data, information & analytical results of Team outputs
- Outcome Testing Managers will have responsibility for independently assessing the appropriateness of the outcomes the customer has received, providing further information, support and providing feedback to business and/or individuals as required.
- You will understand your position within the Three Lines of Defence, and act accordingly in line with operational risk framework, Group Standards Manual, Risk FIM, & relevant guidelines & standards, escalating in a timely manner where they are unsure of actions required.
- Monitors risk assessment KPIs to identify areas of improvement
- Partners with other line of business and other functions to develop appropriate measures to address common risk issues
Requirements
**What you will need to succeed in the role**
**Skills**
- Ability to use strong judgmental skills to identify and resolve complex problems whilst adhering to timelines and quality of output
- Proven problem solving skills with ability to consider alternative and lateral solutions
- Highly developed communication, presentation and influencing skills set.
- Ability to prioritise and work independently under pressure within a team environment
- Extremely keen eye for detail
- Organised and logical thinker
- A deep understanding of the Operational and Regulatory environments that UK CMB operate within.
- In-depth knowledge of the concept of ‘Treating Customer Fairly’, ‘Informed Choice’ and ‘Fair Outcomes’.
- Ability to analyse results and make judgemental assessment on whether issues are isolated or systemic, communicating these results t