Role Purpose:

Responsible to cover the process related to Customer Experience in FCCS (Fraud Credit Control Services) as People Engagement, Global Projects, Collections Back Office Processes and Pre- Legal process.Manage the team that works for different activities to control de FTEs and the direct cost that it represents, responsible to control in different process as Extra Hours and generate activities to have high Engagement in the Team.Implement the Global Projects for Collections, UWS Frauds, as a Project Manager, ensuring the correct local execution aligned with the global requirements and local policies.Responsible to ensure the Collections Operations related to the negotiations made between the operational channels and HSBC’s customers for the different products in Collections.Ensure the process to pre-legal to the customer’s products that has in process to demand or need to b for PyMES, Mortgage, Lending and Cards

Principal Accountabilities:

Participate in Global Forums to manage the processes related to Back Office, Pre-legal, People Engagement Topics and Projects Implementation.Ensure the correct application in Collections Operation, based on Customer’s negotiations timely and correctly, with the correct policies procedures.Guarantee the operation of Clarifications and their guarantees.Measurement: Analysis of the information generated by the MI, for searching strategies and optimizations in the local processes.Follow up to the Human Resources processes related with FCCS.Support the team to manage and have a good Engagement with all FCCS team.Develop projects and implement global’ s requirements ensuring the correct local processes to operative channels or administrative.Ensure effective networking with all the internal customers and stakeholders.Design and collaborate with the different Collections processes to support the Collections StrategiesMake Workshops and ensure that Working Groups to the processes related to Human Resources are on the HSBC pathway.Generate processes that helps the internal and external customer needs, identifying activities and improvements