Client Experience, Lam Stream Lead

-Job descriptionIf you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.We are currently seeking an experienced professional to join our team in the role of **Client Experience, LAM Stream Lead****Role Purpose**:Screening Utility is responsible for delivering a best-in-class Screening solution. This entails management of the Group Transaction Sanctions screening system (based around the FircoSoft product), delivery of sanctions screening hit and alert management, testing and certification, Sanctions Client Experience and Change Management in adherence with Group policy.The Screening Utility- Client Experience Function aims to enhance HSBC's Sanctions Proposition by improving the end-to-end experience for both internal and external stakeholders through streamlining our internal processes, reducing complexity, education and training, fully leveraging our technology and Sanctions expertise.The role holder will be responsible for the management and delivery of the Client Experience function in the LAM region, reporting to the Global Head of Screening Utility- Client Experience.**Main Activities**:- Working with key internal and external stakeholders to identify challenges and opportunities in the current transaction screening process.- Implementing client specific tuning solutions to improve sanction hit rates, reduce sanctions investigations, and improve client engagement.- Developing a strong understanding of all tactical and strategic projects within the Screening Utility domain to create awareness for internal and external stakeholders.- Identification, prioritization, execution, and delivery of improvement initiatives.- The role holder will operate within a demanding, dynamic environment, often managing multiple projects to tight timeframes, therefore it is key that the jobholder can work effectively and independently to deliver the high level of quality and accuracy required for this arena.- The incumbent must have proven Project Management and business analysis skills and must be able to demonstrate strong interpersonal and communication skills.Requirements- A passion for excellence; both “doing the right thing” and “doing things right”.- Ability to challenge the status quo and suggest viable alternative approaches.- Experience of working with offsite teams- Proven track of working closely with key business users- Willing and able to complete some travel periodically.- Sanctions and Payments knowledge- Proven and progressive payment operations experience or equivalent- Bachelor’s degree in business, related field, or equivalent experience- Strong managerial, communications, planning, organizational, decision-making, negotiations, and customer service skills- Strong knowledge of products, services, policies, and regulations impacting unit of responsibility- Proven ability to respond to changing circumstances.- Project Management: Strong proactive management of projects, employing delivery management strategies in line with planning and delivery.- Process analysis and attention to detail: reviewing processes and articulating improvements.- Investigative mind-set and the ability to vocalize or document concerns.- Able to work as part of a wider cross-geography team and independently under mínimal supervision.- Effective communicator, team player and team leader.- Proactive and aspire to excellence.- Strong communications skills, both written and verbalAt HSBC we offer our colleagues a greater number of leave days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance, and care.**Issued By HSBC Electronic Data Process Mexico Private LTD