3 Control Processes Jobs

The role of a customer service team leader is to lead the frontline customer service representatives who manage customer interactions across an omni-channel operation including Voice, Email, Chat, Chatbot & Social channels of support in the Americas. You are responsible for ensuring effective team management, focusing on performance management, consistency of operations, constantly looking for opportunities to improve customer experience, and maintaining positive relationships with internal and external business partners. It is critical for you to have a keen eye for detail and drive continuous improvement using actionable insights from day-to-day operations. Your key accountabilities include leading the team to ensure safe and silent run for the team's processes, managing deadlines to ensure highest quality activities that affect customer relationships, conducting regular performance discussions and career development plans with direct reports, prioritizing monthly team meetings, developing skills and knowledge of team members, providing escalation for any team issues, monitoring Key Performance Indicators aligned to Service Level Agreements, collaborating with other team leaders, adhering to EMS/QMS Systems tasks, serving as a single point of accountability for projects or change requests, maintaining relationships with key collaborators and service providers, developing and controlling processes and procedures to company standards, collaborating with business partners to support new business or supply disruption, delivering cost-effective accounting and control to customers, and aligning team members with HSSE policies and procedures. In addition, you are expected to constantly scan for improvement opportunities, collaborate at a high pace while managing risks, promote Agile methodology, think Digital Delivery first, build capability within teams, and demonstrate BP's values and behaviors. The crucial experience required for this role includes a Bachelor's degree or equivalent with 10+ years of experience in the Customer Service industry, 6-8 years of people management experience in Customer Service, experience in managing omnichannel operations, coaching and leading high performing teams, and effective communication skills. Key competencies for this role include strategic orientation, global awareness, general leadership and decision-making skills, change management experience, understanding of customer needs and behaviors, building effective relationships, cross-functional mindset, people management and development experience, and identifying and implementing continuous improvement opportunities. Desirable criteria include proficiency in Microsoft Office, experience in Genesys/Avaya/Nortel telephony & email workflows, managing chatbot & social media operations, using technical tools, interpreting systems and integration, analytical skills to review metrics and drive performance, financial accounting skills, and maintaining sound relationships with collaborators and service providers. The role provides reasonable accommodation for individuals with disabilities to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment. Negligible travel is expected, and relocation assistance within the country is available. The position is a hybrid of office and remote working.,

As an experienced professional in the field of technology and service management, you have the opportunity to join HSBC as the FinEx Service Resilience Head. In this role, you will be responsible for ensuring effective governance and control across the FinEX Production estate, consisting of approximately 400 applications and services. Collaborating with Value Stream-aligned DevSecOps teams and the Enterprise Technology Service Management community, you will work towards maintaining production stability and service resiliency to enable uninterrupted business processes for users across various functions. Reporting to the CIO for Finance, Regulatory Reporting and Cross Functions Technology, you will oversee a small central team of Subject Matter Experts in Service Management, Control, and Infrastructure domains. Your role will involve driving transformation in the DevSecOps teams, promoting automation, self-service mindset, and continuous improvement to enhance service management and control practices. You will also maintain relationships with stakeholders across Global Finance, Global Risk, Procurement, regional technology leads, vendors, and various technology teams within HSBC. Your key responsibilities will include ensuring stability and resiliency across the production estate, managing core teams of Service Management, Control, and Infrastructure SMEs, delivering high-quality production and control metrics, driving convergence of working practices, participating in Communities of Practices, adopting automation and standard tooling, escalating major incidents, reducing resolution time, and ensuring appropriate follow-up on incidents to drive a culture of continual improvement. To succeed in this role, you should be a senior technologist with a proven track record in production service management and control operations within a globally distributed technology estate, preferably in the Financial Services industry. Your ability to provide technical and conceptual thought leadership, influence stakeholders, navigate ambiguity, and drive DevOps and agile adoption will be crucial. Strong communication skills, stakeholder management, vendor relationship management, resilience under pressure, and a passion for service management and control are essential attributes for this role. By joining HSBC as the FinEx Service Resilience Head, you will play a significant role in driving the transformation of technology operations, ensuring production stability, and contributing to the success of the business and technology functions. This position offers the opportunity to lead and innovate in a global environment, foster a culture of continual improvement, and create a diverse, inclusive, and engaging workplace for top talent. If you are ready to take the next step in your career and make a meaningful impact in the world of technology and service management, HSBC welcomes you to explore this exciting opportunity. For more information about this role and to learn about career opportunities at HSBC, visit www.hsbc.com/careers. Personal data shared during the application process will be handled in accordance with HSBC's Privacy Statement, available on the website.,

As a Control Process Analyst at our organization, your primary responsibility will be to partner with the bank to provide independent insurance on control processes and offer advice on enhancements to ensure the efficiency and effectiveness of the internal controls framework. You will collaborate across the bank to uphold a satisfactory, robust, and efficient control environment by conducting ad-hoc assessments and testing the design and operational effectiveness of internal controls in alignment with control policies and standards. Your role will also involve developing detailed test plans and procedures to identify weaknesses in internal controls, prioritize risks and issues, and mitigate potential disruptions, losses, and reputational impacts to bank operations. Your key accountabilities will include communicating key findings and observations to relevant stakeholders and business units to enhance overall control efficiency and recommend corrective actions to senior managers. You will collaborate with other control professionals to address complex issues and ensure consistent testing methodologies across the bank. Furthermore, you will be responsible for establishing a knowledge center containing detailed documentation of control assessments, findings, and the distribution of materials on internal controls to support the training and upskilling of colleagues within the bank. As an Analyst, you are expected to have an impact on related teams within the area, partner with other functions and business areas, take ownership of end results of teams" operational processing and activities, escalate policy/procedure breaches appropriately, and embed new policies/procedures for risk mitigation. You will advise and influence decision-making within your area of expertise, manage risks, strengthen controls, and deliver work in accordance with relevant rules, regulations, and codes of conduct. It is crucial to continually build an understanding of how your sub-function integrates with the function, alongside knowledge of the organization's products, services, and processes. You should demonstrate an understanding of how areas coordinate and contribute to the organization's objectives, resolve problems by applying technical experience, guide and persuade team members, communicate complex/sensitive information, and act as a contact point for stakeholders outside the immediate function while building a network of contacts both within and external to the organization. As a valued member of our team, you are expected to embody the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship, which serve as our moral compass guiding us to do what is right. Additionally, you should demonstrate the Barclays Mindset to Empower, Challenge, and Drive, which acts as the operating manual for our behavior.,