Customer Service

3 weeks ago

London, Greater London, United Kingdom HSBC Full time

  • Job description

The Opportunity:


We are looking for ambitious and motivated individuals who are keen to embrace growth and tackle the impending challenges in this fast evolving industry.

You should be passionate about approaching things differently, while operating like a fintech within a bank.

We are not looking for superpowers - we are looking for knowledge, enthusiasm and the right attitude to deliver our global initiative in a lean way.


We are building a new strategic digital business backed by a Global Bank, with the ambition to become the next-generation global fintech solution, supporting the needs of internationally minded customers around the world.

With a global footprint, they serve more than 50 million customers worldwide with a complete range of banking and wealth management services, enabling customers to manage their finances and protect and build their financial futures.


Purpose:


As part of our global expansion, we are looking for an experienced Customer Service & Operations Risk and Control Lead in the UK to cover the global customer servicing and operations organisation.


What you will be doing:

  • Conduct comprehensive risk assessments to identify potential risks associated with customer service and operational processes by analysing and evaluating the impact and likelihood of identified risks.
  • Collaborate with stakeholders to prioritise risks and develop risk mitigation strategies and action plans.
  • Develop and implement policies and procedures to mitigate identified risks in Customer Service and Operations.
  • Ensure our customer service and operations processes are compliant with regulatory requirements, industry standards, and internal control policies by conducting regular reviews according to the venture's risk framework.
  • Monitor and evaluate the design and effectiveness of control measures, making recommendations for enhancements or modifications as necessary.
  • Conduct due diligence reviews and ongoing monitoring of thirdparty service providers to assess their control effectiveness and efficiency.
  • Identify areas of improvement and work with service providers to implement enhanced control measures.
  • Collaborate with internal teams and thirdparty service providers to ensure adherence to contractual obligations, service level agreements (SLAs), and compliance requirements.
  • Monitor key risk indicators (KRIs) and performance metrics to identify emerging risks or control gaps for Customer Services and Operations.
  • Generate regular risk reports, highlighting trends, issues, and recommendations for management action.
  • Communicate findings and recommendations to relevant stakeholders, including management, internal audit, and compliance teams.
  • Act as secretary for the Customer Service and Operations Management Committee, responsible for requesting and collating papers, recording accurate minutes and maintaining up to date action plans.
Requirements

What you'll need:

  • Proven experience in risk management, control assessment, and compliance within customer service and operations domain.
  • Experience in thirdparty risk management frameworks, regulatory requirements, and industry best practices.
  • Experience in setting up and managing 3rd party business operations outsourcing is a plus.
  • Knowledge and expertise on digital product risk and control strategy.
  • Knowledge in Risk Management with relevant certifications (e.g., Certified Risk Management Professional) are a plus.

Even better if you have:

  • Strong analytical and problemsolving skills, with the ability to assess complex situations and make riskbased decisions.
  • Excellent written and oral communication skills, including effective presentation and coaching
  • Excellent relationship management and diplomacy skills, ability to influence and negotiate effectively
  • Skilled decision making with ability to stand firm and show necessary flexibility where required

Locations:
Hybrid working. Office location can be London or Leeds.

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