Senior Re-Engineering & Production Management Consultant
HSBC Electronic Data Service Delivery
مجموع سنوات الخبرة :15 years, 6 أشهر
-Consulting site capacity & process migrations as “Project Manager”.
-Support Delivery of/Contribute to the agreed sustainable saves target for the site.
-Ensure that the fair treatment of our customers is at the heart of every finalized shore and/or task.
-Ensure solutions are well provided to the stakeholders whenever required.
-Ensure high quality of reporting/MIs output.
-Adherence to predefined and prescribed Project management methodology.
-Collaborating and engaging with colleagues within & outside the site across world.
-Understand and adhere to both the letter and the spirit of all laws, regulations and regulatory guidance
that apply to my role, promptly reporting any breaches in accordance with local procedures.
Lead and drive team results to the required targets and KPIs.
Manage team capacity/adherence according to the workforce needs.
Ensure high quality of reporting/MIs performance documentation.
Analyze performance and identify strong, average & below targets employees.
Work on action plan effectively, to improve the below targets employee’s performance.
Ensure effective coaching and periodic discussion with the team members.
Guide employees to their target through one to one & collective discussions.
Understand and adhere to the HR/operation/quality & training regulations.
-Perform Quality Assurance audits based on the standard sampling methodology defined within
The Business Risk Quality Assurance function (BRQA).
-Achieving, and then maintaining competence - through retaining examples/demonstration of skills
And knowledge against the required competency requirements.
-Document error findings in line with the error categorization defined within the BRQA function.
-Ensure all MIs (Management Information) are updated on a timely basis for reporting completion
Timelines and errors identified.
-Ensure effective communication with all stake holders.
-Represent BRQA and CDD Operations as a process expert.
-Work in team work and individually under pressure with the same efficiency.
-Work according to a monthly score card and quarterly assessment.
-Responsible for myself learning which is about my own training.
-Achieve my target and stretch target is a must.
-Certified as the department master trainer, train trainees and trainers
-Studying different Sanctions' laws all over the world regarding fraud and Money laundry.
-Working as a customer service agent serving SIRIUIS XM satellite radio of the U.S.A.
-Working in team work under an achievable target.
-Handling all different kinds of customers (irate, dissatisfied and natural).
-Working under critical environment of working hours and shift basis.
-Up selling plans and satellite radios by offering when applicable in every call.
-Worked on the Account Resolution (Non Pay) Department collecting money and payments from Existing and previous customers.
-Giving IELTS, TOEFL & Translation certified training.
-Designing teaching plans and the hourly schedule.
-Working in team work with natives and non-natives.
-Upgrading courses curriculum & its basics.
-Working with graduate & under graduate students.
-Working on English skills (Listening, Pronunciation, Reading, and Writing).
-Graduated from faculty of commerce Arabic section, accounting department.
