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(FCR Ops) Senior Quality Assurance Investigator TM L1 L2 (English)

HSBC Service Delivery (Polska) Sp. z o.o.

  • Kapelanka 42a, Kraków
    Kraków, Lesser Poland
  • offer expired 2 months ago
  • contract of employment
  • full-time
  • senior specialist (Senior)
  • remote recruitment

HSBC Service Delivery (Polska) Sp. z o.o.

Kapelanka 42a

Kraków

Your responsibilities

  • Perform timely Quality activities such as day to day quality reviews on alerts processed by the First / Second level investigators as applicable. Update all relevant MI to confirm rectification of reviews and errors identified.

  • Ensure the L1/L2 quality reviews are completed within the stipulated time frame and defined SLA’s.

  • Escalates issues as applicable to the Asst. Manager Quality which could have a probable business impact on turnaround time.

  • Perform against the standardized quality methodology and support the usage of these standardized tools.

  • Perform QA CTC review as QA management delegate/SME, taking active part in resolving disputes.

  • Maintain high quality standards and avoid rework on the quality reviews completed.

  • Effectively cascade any process related communication like process changes; updates etc., to all related stake holders.

  • Act as a process expert and extend support to the operations team by share best practices amongst quality and the operations teams.

  • Conduct effective & timely Quality hours with the operations teams to help enable continuous improvement within the processes.

  • Attend process related meetings/calls and being an effective back up for QA Management during multiple process related calls for multiple processes served.

  • Communicate effectively with the teams while providing support and driving quality initiatives.

  • Ensure adequate development and coaching is provided to the team to develop skills and competencies within respective site / team. Support the team by providing timely feedback and inputs on individual performance

  • Facilitate process efficiencies and recommend process changes through engagement with the operations team.

  • Teams to help enable continuous improvement within the processes.

  • Support QA team by providing advice on complex cases and delivering hands-on for New Joiners – acting as QA SME

  • Work as an independent function while performing the 1st line of defence, with no conflict of interest.

  • Ensure employees adhere to the established operational risk controls in accordance with HSBC or regulatory standards and policies, especially given the regulatory implications associated with Compliance Operations.

  • Support the assistant managers while driving operational motivators within the site to drive improved quality results.

  • Work effectively on identifying procedural gaps and initiate actions to find solutions.

Our requirements

  • Bachelor's degree preferably from the Commerce or Finance background.

  • General understanding of Financial Products and Markets.

  • Political, Social and Economic knowledge of countries that are major players in the global economy.

  • Understands what Financial Crime/ Terrorist Financing is and the cost to society.

  • Professional certification - CAMS certification (desirable).

  • Should have at least 18 months’ experience in Quality Assurance function.

  • Should have 24 months of Banking or Financial Services Experience.

  • Should have minimum 12 months of experience in Compliance/AML/TM/KYC/CDD.

  • Broad experience of how the different financial circumstances of customers are reflected in their account activity and the ability to recognize when activity is suspicious rather than unusual or in keeping.

  • Ability to speak and understand English fluently, and write reports effectively (any other languages if required for process).

  • Ability to learn quickly, transfer knowledge appropriately, understand and interpret numeric data.

  • Ability to explain complex matters clearly and concisely and undertake proper actions independently.

  • Evidence of good analytical, statistical and data mining skills to study trends and make projections.

  • Well-developed investigation skills with excellent understanding of ML risks and typologies.

  • Ability to ensure that procedures, policies, legislation and regulations are correctly followed and comply with.

  • Self-motivation, determination and confidence.

  • Judgment & critical thinking.

  • Coaching and feedback delivering skills.

  • Excellent problem-solving skills.

What we offer

  • Stable job in professional team,

  • Private health care (different options – from basic to VIP), employees’ benefits: private life insurance, multisport,

  • Car parking few minutes away from the office,

  • Relax room (with massage chairs and area for yoga/stretch),

  • Bicycle racks in the underground garage and around the office; showers dedicated to cyclists,

  • Game room (with Xbox, PS consoles and foosball table),

  • Fresh fruit on the floor and good coffee in the kitchen.

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • corporate sports team

  • doctor’s duty hours in the office

  • retirement pension plan

  • corporate library

  • no dress code

  • video games at work

  • coffee / tea

  • parking space for employees

  • leisure zone

  • extra social benefits

  • employee referral program

  • opportunity to obtain permits and licenses

  • charity initiatives

  • family picnics

  • extra leave

Recruitment stages
1

Phone interview

2

Online assessment

3

Zoom interview

4

Welcome to HSBC!

HSBC Service Delivery (Polska) Sp. z o.o.

HSBC is one of the world’s largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through a network that covers 64 countries and territories.

HSBC Service Delivery (Polska) Sp. z o.o. is HSBC's global finance, operations, risk and technology centre. We use our unique expertise and capabilities to provide specialised services – our people range from technologists transforming the banking experience to operations professionals managing 1.7 trillion payments a year.

Our Purpose – Opening up a world of opportunity – explains why we exist. We are bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

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