Analyst - Client Experience (Quality Assurance)

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This role will be responsible for conducting Quality Assurance tests for the Complaint Management Team, ensuring governance-related activities within the Client Experience, and managing all governance-related activities associated with reporting. This includes the review and maintenance of Departmental Operating Instructions, Contracts, and Client Experience Service Level Agreements, as applicable.

• Work on key departmental reporting (regulatory, Group, and country) and ensure timely and accurate submission.
• Ensure the highest standards in data quality and reporting timeliness.
• Responsible for all governance-related activities related to reporting – e.g., Departmental Operating Instructions, Contracts, and Customer Experience Service Level Agreements reviews as applicable.
• Work closely with Assurance Manager and Customer Experience Head to oversee audits and reviews.
• Ensure robust quality audits, checks, and controls are embedded.
• Perform monthly Quality Assurance (QA) tests for the Complaint Management Unit.
• Represent the unit for Group and regulatory audits.
• Develop a baseline with effective data analysis and reporting to accurately reflect business results.
• Identify opportunities for reporting optimization based on data analytics.
• Work with internal and external teams to continuously refine and optimize reporting platforms, templates, and requirements.
• Responsible for identifying, assessing, monitoring, controlling, and mitigating risks in Client Experience.
• Maintain awareness and understanding of the regulatory framework of the country, and the regulatory requirements and expectations relevant to the role.

• Problem-solving
• Critical thinking
• Analytical skills
• Understanding of regulatory requirements in complaints handling (preferably)
• Minimum qualification required is Bachelor's degree

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holidays, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and self-help toolkits.
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values-driven organisation, one that embraces and celebrates our diverse talents, across teams, functions, and geographies - everyone feels respected and can reach their full potential.