Customer Experience & Operation Senior Manager (Cuauhtémoc)

Job descriptionRole PurposeResponsible to cover the process related to Customer Experience in FCCS (Fraud Credit Control Services) as People & Engagement, General Projects, Collections Back Office Processes and PreLegal process.Manage the team that works for different activities to control the FTEs and the direct cost that it represents, responsible to control in different process as Extra Hours and generate activities to have high Engagement in the Team.Implement the Global Projects for Collections, UWS & Frauds, as a Project Manager, ensuring the correct local execution aligned with the global requirements and local policies.Responsible to ensure the Collections Operations related to the negotiations made between the operational channels and HSBC's customers for the different products in Collections.Ensure the process to pre-legal to the customer's products that has in process to demand or need to be for PyMES, Mortgage, Lending and Cards.Principal AccountabilitiesParticipate in G...