Quality Assurance Manager - GSC Egypt

Job description
Why join us?
The Sales Quality function provides assurance that HSBC's customers are
treated fairly and are recommended products that are suitable for their needs
and appetite for risk
The Sales Quality function should ensure that sales are conducted and
documented in line with HSBC policies and procedures as well as being
compliant with respect to both local and external regulators, current
legislation, Compliance and Departmental procedures
The prime responsibility of the Sales Quality Function is to ensure the
documentation received from the sales force complies with the HSBC Global
Minimum Sales Quality Standards, and the advice given is appropriate to the
external customer needs.

The Opportunity:
This role reports into the appointed Manager for the WPB Sales Quality
Function and will perform a number of tasks related to the Sales Quality
business. The role of Quality Assurance is to ensure the Sales Quality process
meets the global standard for quality in assessing and auditing the sales
quality outcomes, to ensure the products sold by the sales force are compliant
and that all the relevant checks carried out by the Sales Quality team meet to
agreed service standards
The role holder will be covering the WPB markets, and will play a key role in
ensuring that the relevant sales quality process is complied to shaping the
strategic direction of the Global business and in establishing a well-trained
and competent Sales Quality Assurance team.
What you 'll do:
The role holder has the prime responsibility for:
* Carrying out a defined sample check of the checks performed by the Sales Quality Team
* Managing the day-to-day activities, including administration tasks and reporting
* Communicating with the Sales Quality checkers on a regular basis
* Supporting with coaching and training new recruits
* Ensuring that SQ minimum standards are complied

• Identifying issues and risks and escalating those appropriately


• Ensure queries raised with the sales force and with the Sales Quality team are resolved satisfactorily and provide technical support and guidance to teams


• Deal with the relevant Compliance department and report findings


• The role holder interfaces with Senior Management in Sales Quality and in the Sales Force on a regular basis and providing feedback via presentations / Top Issues / Error MI analysis in order to build positive working relationships and focus on quality / getting it right first time thus improving the customer experience


• Build and maintain satisfactory working relationships with the Sales Quality team, looking at ways to enhance the perception of their department


• Ensure the business's compliance to HSBC Global Sales Quality and regulatory standards


• Adhere to and understand all technical changes and developments as they occur both internally and within the industry


• Ensure all areas of risk are considered, the correct remedial action taken and processes changed where necessary


• Ensure policies and procedures are followed and updated to meet rapidly changing legislation and products


• Put in place effective controls to ensure full adherence to Group, legal and regulatory requirements across all RBWM


• The role holder may be required to deal with the external Regulators, Inspectors and Internal Compliance Monitoring Department when they undertake audit/reviews of the Department.
  Requirements
  What you will need to succeed in the role:


• Knowledge of compliance process and procedures or similar experience


• Comprehensive knowledge of Financial Services/industry/products/regulation


• Ability to make important decisions and take decisive actions


• Communicate at all levels with confidence (written & verbal)


• Good working knowledge of HSBC and the WPB including relevant sales and risk systems


• Good organisational and coaching skills


• Ability to understand urgency and prioritisation when required
  What additional skills will be good to have? __


• Experience in handling difficult conversation.


• Comprehensive knowledge and understanding of HSBC Sales Quality Standards and Sales Procedures and application in a holistic planning approach.
  You 'll achieve more at HSBC *
  HSBC is an equal opportunity employer committed to building a culture where
  all employees are valued, respected and opinions count. We take pride in
  providing a workplace that fosters continuous professional development,
  flexible working and, opportunities to grow within an inclusive and diverse
  environment. We encourage applications from all suitably qualified persons
  irrespective of, but not limited to, their gender or genetic information,
  sexual orientation, ethnicity, religion, social status, medical care leave
  requirements, political affiliation, people with disabilities, color, national
  origin, veteran status, etc., We consider all applications based on merit and
  suitability to the role."
  Personal data held by the Bank relating to employment applications will be
  used in accordance with our Privacy Statement, which is available on our
  website.
  Issued By* HSBC Electronic Data Processing (Egypt) Private LTD
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