Senior Analyst WSO (German is a MUST) , GSC Cairo
- القاهرة
- عقد
- دوام كامل
- Acquire and update knowledge on procedures related to relevant WCAS processes.
- Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
- Work well independently; complete assigned tasks in the established timeframe as per the process benchmarks.
- Ensure that the productivity, sales and quality levels are achieved as per the standards set for the process.
- Demonstrate ways to improve customer service, increase productivity and increase sales.
- Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.
- Participate in team meeting / team activities and work towards sustaining team spirit.
- Support achievement of team objectives
- Foster/coach and assist development of co-workers and CSEs
- Proactively identify issues, if any, and escalate.
- Provide service to customers by performing QCs on the customer demands already processed by CSEs keeping in mind the risks involved at each step focusing on resolving requests efficiently, accurately, and professionally.
- Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation.
- To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
- Is accountable for the effective cascade of communication across the team.
- Is accountable for the delivery & continuous improvement of performance.
- Meet or exceed PLAs; reduce operational risk.
- Ability to learn quickly and transfer knowledge appropriately. Ability to understand and interpret numeric data.
- Minimum, basic computer knowledge. Flexibility to work shifts.
- Ability to build rapport with and relate to a wide range of people.
- Ability to maintain focus while working with voluminous data.
- Ability to multi task. Excellent communication skills, both written and verbal in English. This role requires an individual to demonstrate an “Extrovert” personality type, who will need to be in constant communication with HSBC Customer and Business Area.
- Strong Customer Orientation and passionate about delivering superior customer service.
- Demonstrate high energy; be PRO-ACTIVE, extremely positive and a highly effective problem solver.
- Ability to take complete ownership and facilitate end to end customer journey.
- Fast learner and have a “can do” approach.
- Needs to be adept and flexible to rapidly changing business, internal scenarios and unexpected events.
- Ability to understand complex concepts and extract relevant information from extensive documentation quickly.