- Stakeholder management- Policy and regulation implementation- Project management- Process improvement- Data analysis- Agile working

- Supporting the HBUK Customer Redress Team, Global Utility Project Managers and Business Analysts in delivering existing redress programmes- Building standardised approaches and establishing sustainable training models- Coaching Project Managers to help realise their own potential and support their own development- Understanding of and adherence to the Business Redress Framework- Engaging with stakeholders across multiple business areas, in order to; provide timely updates, seek expert/specialist view, share standardised approaches with global teams/individuals- Contributed as a member of the Policy, Governance & Oversight Requirements workstream in ensuring readiness for the Consumer Duty regulations that came into effect 31st July 2023

- Understood and translated policy and regulation into deliverable processes for FST Operations- Conducted data analysis to provide useful, insightful and concise recommendations to strengthen the service we offer to customers and/or mitigate risk- Engaged with stakeholders across multiple business area’s, including; securing buy-in’s, chairing daily stand-ups, leading weekly working groups, seeking expert/specialist view, upskilling global teams/individuals- Diagnosed and investigated defects, supporting in escalations to Helios and/or Internal Events- Experience of agile lifecycle management tools, in particular sprint/scrum working- Conducted post implementation reviews to validate effective deployment into Operational Teams

- Managed specialist teams within the Secured Financial Support area; Mortgage Support, Account Review Team & Expired Mortgages- Implemented the Mortgage Control Framework, including continuous improvement of its processes and procedures- Audited cases with set criteria, in the interest of adhering to policy, governance and financial regulation- Supported the closure of an outstanding Helios item by building and delivering a 6-month training programme to operational team managers and key stakeholders on all aspects of the FST mortgage customer journey- Supported staff within our Global Service Centres in Hyderabad and Manila- Proactive in working with Mortgage FST Managers, providing technical support and feedback- Built and handled complex customer cases, mitigating all risk to HSBC and ensuring a fair outcome to our customer(s)

• Delivered excellent customer care across three lines of business (Security, Settings & Payments, Advanced Security, Settings & Payments and Claims & Disputes)• Established and maintained contacts with new and existing customers• Communicated to customers on a level they understand• Assessed situation/query and transferred customer to relevant department• Handled claims from filing to judgement working as a mediator• Developed product knowledge through extensive training• Communicated clearly following sound listening skills• Excelled in customer resolution rate• Remained empathetic when delivering bad news• Skills developed: communication, empathy, knowledge to handle request, effective listening, teamwork