Dialer Sr. Analyst - Mexico

México Permanente
  • Analyst/Dialer
  • Channels/Finances/Businesses

Sobre nuestro cliente

Important and leading finances company.


Impact on the Business:

  • Ensure agreed metrics are achieved through proactive duty management.
  • Execute / manage all channels including but not limited to (dialler, inbound, WFM, and digital) as appropriate for specific strategy needs across supported businesses.

Customer / Stakeholder management:

  • All contact channels applicable for any supported business with or outside of GCCS, this may include Collections, Underwriting, Fraud, Sales, and Contact Centre.

Leadership & Teamwork:

  • To keep up to date with all technical developments / requirements of the job, developing new skills as required.
  • Engage with peers and customers in a positive nature and consideration individual's cultures, policies and procedure.
  • Actively participate in learning / training programs such as One Best Way.
  • Support basic managerial items as directed by the manager.
  • To execute joint projects in collaboration with other CCS units.

Operational Effective & Control:

  • Follow all compliance and governance procedures in line with the appropriate guidelines applicable in the business units.
  • Work with other Contact Management team members to develop and implement 'best practices' within the Region.
  • Comply with internal controls, adhere to country compliance and legal requirements.
  • Ensure that all Contact Management related activities meet the conduct risk guidelines. Communicate all potential gaps appropriately, even outside of one's immediate responsibility.
  • Read and understand the relevant policies, and undertake any regulatory / compliance training.
  • Perform quality checks and support process standardization as directed.
  • Suggest process improvements.

Perfil buscado (Hombre / Mujer)

Major Challenges in this role:

  • Due to the volume of calls made and received on a daily basis, this function operates in a fast-paced environment.
  • The effective handling of these calls has a direct impact on the Bank's P&L. The team is kept exceptionally busy throughout the day, reacting to the business needs.
  • The role holder must ensure they keep their personal knowledge current, and are required to cascade these learnings to the teams within the Region.
  • Compliance with the ever changing regulatory framework, internal processes and conduct risk challenges are an ongoing responsibility.

Role Context

  • Ensure adherence to call plans or agreed upon strategy.
  • Adhere to all policies, procedures within the country or by the company.
  • Effectively manage and understand the channels you are responsible for this may include but is not limited to dialers, inbound routing, IVR functionality, workforce management and digital channels.
  • The jobholder has the freedom to make recommendations to management to implement agreed changes as appropriate.
  • Deep knowledge of all reporting tools used and analysis created for contact management.

Management of Risk:

  • Ensure that the fair treatment of our customers and the fundamentals of conduct risk are at the heart of everything we do, both personally and as an organisation.
  • Ensure all actions take account of the likelihood of operational risk occurring, and by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Observation of Internal Controls:

  • Demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures.
  • Implement the Group Compliance Policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term 'compliance' embraces all relevant financial services laws, rules, and codes with which the business must comply.
  • Adhere to all relevant processes/procedures.

Role Dimensions:

  • Control of day to day application of Contact Technology strategies, and the control of system changes effecting business predictive dialers and other contact channels.
  • The role will start to introduce management principles while working with members of the team. This includes conducting quality reviews and providing feedback to staff.

Qué Ofrecemos

The company offers:

  • A good oportunity for professional growth.
  • A competitive salary.
  • Superior benefits.
Miguel Polito
Ingresar referencia para vacante

Descripción de la vacante

Finanzas e impuestos
Sub Sector
Financial Services
Tipo de contrato
Nombre del consultor
Miguel Polito
Referencia de la vacante

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