Manager Quality Assurance - Retail Banking and Wealth Management
August 10, 2019
Some careers shine brighter than others If you're looking for a career that will help you stand out, join HSBC and fulfil your potential.
Retail Banking and Wealth Management serves millions of customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.
We are currently seeking a high caliber professional to join our team as Manager Quality Assurance.
Adhere to the Global Sales Quality Minimum Standards and obtain approval on deviations
Conduct Quality Assurance over Sales Quality Managers to monitor competence
Understand customer profiles and needs and staff voices to conclude fair outcomes in the QA reviews
Monitor remediation and mitigations are actioned according to agreed SLAs
Execute fair assessment and conclusion of sales quality reviews on sales quality appeals and arbitration to align with Conduct Outcomes
Facilitate the Arbitration Process to arrive at collective and final outcomes
Carry out regular QA Adherence check
Identify improvement gaps of SQ staff from review outcomes
Develop and manage QA calibration to enhance staff technicalities and competence
Develop and prepare management information & analysis to monitor SQ checkers performance
Identify streamlining opportunities in QA functions & processes
Support internal and external reviews by second and third line of defence and regulators
Ensure own competence and training to comply with the requirements laid down in the SQ Capability Framework
Support other Sales Quality functions as and when needed
University degree in an appropriate discipline or equivalent
Valid Insurance license and registration as a Relevant Individual under Securities and Future Ordinance
Proven recent experience in sales quality assurance monitoring and sales procedures applications
Project management experience would be an asset
Strong analytical reasoning capabilities
Excellent people management skills and experience, with the proven ability to influence others and drive quality performance
High standard of written and verbal English, and good communication skills in Cantonese and Mandarin
Proficiency in the use of computer, including Microsoft Word, Excel and PowerPoint, and Chinese typing skills
You'll achieve more when you join HSBC.
HSBC is 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. 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. #LI-MH1
Internal Number: 6288537
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