Assistant Manager Training null

The Opportunity:

• Enhance product & business knowledge within UWS.
• To act as Process Specialist and cascade Product and Procedural updates in a timely and appropriate manner.
• To drive quality for the process through Campaigns Staff Meetings and sharing knowledge/bests practices.
• Ensure that Quality audits are completed by the end of the month.
• Be aware of issues within the process and resolve or escalate in appropriate and timely manner.
• Share knowledge, best practices and experience with colleagues in achievement of their goals & business objectives.
• To continuously develop skills & knowledge in order to add value to the business. To act as auditors for any process related disputes (e.g. routing, cherry picking cases).

What you’ll do (Job Responsibility)

• Key person for Training & quality management.
• Responsible to train new staff with end to end governance till BAU is achieved.
• Timely refresher trainings for the team as and when required as well as for cross supporters.
• Doing trend analysis on Quality, identify Areas of Improvement, provide inputs to the management/operation team on improving quality.
• To drive Quality programs and initiatives along with the operation team.
• Identify ways of improving service / adding value to bring in process efficiencies.
• Establish and maintain effective relationship with customer business areas and identify areas of service improvements.
• Process productivity and quality targets are set, monitored and achieved to ensure optimum resource utilization and achievement of business objectives and customer Service Level Agreements (SLAs)
• Procedural changes / new initiatives are reviewed, fully communicated to and implemented by the teams under control.
• Effective communication with peers in terms of best practice sharing to ensure that optimum use of resource is made across the sections and that a robust cross training plan is in place to multi skill operation teams
• Processes are regularly reviewed to identify improvements, which will enhance operational and financial effectiveness. 
• MI and other business data requirements are completed accurately and supporting statistics/reports/returns are presented to business/management within agreed timescales.
• To continually reassess the operational risks inherent in the business taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
• To implement Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term ‘compliance’ embraces all relevant laws, rules and codes.
• 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.

What you will need to succeed in the role: (Qualifications & Skills)

• Strong leadership skills evidenced by achievement of objectives together with a track of good background on Cards knowledge end to end 
• Ability to build and maintain relations with business units and continuously give feedback by stringent follow up on service level agreements.
• Ability to train and provide coaching and guidance in an effective manner.
• Ability to provide call coaching as part of requirements and maintain all scorecards at the agreed level.
• Strong communication skills
• Demonstrate strong analytical and statistical skills. Evidence of strong operational decision making and be able to provide analytical support to the teams.
• Evidence of process management skills with an ability to initiate process improvements.