Quality Service Officer

Our client – an international bank os lookinf for a Quality Service Officer for their team. It’s a 3 months contract to start with working 3 days a week.

Main Function of the job:

* Providing clear and strong Leadership against the organisations values and to lead on staff delivering all aspects of Customer Services
* Proactively support the Head of Internal Audit in
* improving Customer Journey
* driving the Quality agenda
* challenging and improving internal processes

Key Responsibilities:

* Work with colleagues across Customer Services environment.
* Take a proactive approach in improving Customer Journey by responding to customer feedback and through process improvement.
* Improve the conversion of sales opportunities for ancillary products.
* Within the sub-team, accountability for all areas of quality standards.
* Identify potential risks and report them providing recommendations for mitigation and improvement.
* Develop deep collaborative relationships with relevant Marketing, Customer Service & Business Heads and Managers supported by a comprehensive understanding of their business areas, their strategy and objectives.
* Assist in establishing and maintaining an effective compliance culture within the Bank for combating money laundering, terrorist financing and other forms of financial crime. Ensure that you fully comply with all anti-money laundering and countering terrorist financing procedures and to promptly report to the MLRO where knowledge or reasonable suspicion of any criminal conduct is obtained.
* Ensure that any staff reporting to you are trained and comply with the Bank’s Policy and Procedures regarding Money Laundering detection and reporting, and that any weaknesses identified in AML Procedures and Compliance are promptly addressed.
* Ensuring that treating customer fairly (TCF) principles are adhered to at all times.

Tools used:

* Microsoft Office (Essential)
* High levels of logical thinking & problem solving skills
* Good commercial and financial analysis skills
* Excellent communication skills at Manager/Controller level
* Extremely strong understanding of research and analytical processes
* Extremely strong analytics skills
* Experience in delivering integrated insight using a range of techniques and data sources
* Good influencing skills
* Experience in an Audit, Operations or Financial Services role.
* Experience of people engagement required.

Education, Skills, Experience:

* Ideally minimum 1 year experience
* Proven ability to contribute to projects and teams across different business areas.
* Strong communication, interpersonal, team working and organisational skills.
* Good report writing skills.
* Highly numerate and analytical with ability to interpret statistical information.
* Good influencing skills and able to present persuasive arguments.
* Ability to think practically and translate concepts into effective processes.
* Able to demonstrate learning agility.
* Attention to detail and pride in work output.
* Demonstrate a pursuit of excellence that will deliver and maintain the best in class standards.

Other job requirements:

* Able to meet and exceed customer needs
* Self-starter
* Excellent people management skills
* Excellent negotiation skills
* Good written and verbal communication
* Experience of working both independently and in a team-oriented, collaborative environment
* Results oriented
* Excellent presentation and listening skills
* Decision-making capability
* Analytical thinker
* Consistent drive to succeed