Charlotte Scruby

Initially joining a short term CMB Bereavement project as a Case Manager, I excelled and achieved a consistent 100% pass rate in Quality Checks. After a brief period as a Case Manager I was asked to join the Quality Checking team and have remained in this role. A thoroughly positive experience, I have maximised opportunities presented to me such as; recording feedback and gathering MI, compiling documents aimed at Case Managers to get it right first time, analysing performance and using this to explore the best options to support individuals in achieving their objectives and target metrics, as well as leading meetings and ‘catch up sessions’. I have also assisted the Senior Process and Procedure Manager with further tasks such as providing one to one coaching to individuals.

Some of my responsibilities include;

· Following Quality Control testing guides and procedures

· Updating and gathering MI

· Identifying where inconsistency is observed, taking and sharing responsibility for finding solutions and offering support to improve outcomes.

· Understanding Risk Management and reporting risks, issues and concerns to line managers or via escalation channels

· Considering the impact quality control checks have on customers and business outcomes, ensuring adherence to procedures, guides and legislation

· Building solid relationships and ensuring I contribute to an open culture where people feel they can speak up

· Actively contributing to training of Case Managers, sharing knowledge and information to provide learning and growth opportunities

· Gathering feedback and delivering this senior management in a constructive and collaborative manner

Ensuring the bank is compliant it’s regulatory responsibilities

Commercial Customer Solutions was a dynamic department that allowed me to take ownership, hone investigation skills, use my naturally inquisitive nature, collaborate with stakeholders regularly and make risk based decisions. I was able to manage my own workload and diary and took responsibility for my own development and performance.

Some of my responsibilities included;

• Making Risk Based decisions by reading complex legal documents and liaising with an in house legal department where necessary. This ensured accounts were eligible to apply for additional services.
• Mitigated Risk by using analytical skills, demonstrating attention to detail ensuring forms were correctly completed and signed in accordance to the banks requirements. This ensured the bank’s policy on risk appetite was adhered to and that customer accounts were protected from fraudulent activity.

· Taking ownership of a case or enquiry from start to finish, dealing effectively and efficiently with complex enquiries.

· Proactively supporting and implementing change by supporting a new digital way of working and being a key team member during this transient period

· Working in dynamic department meant being open to change and being able to adapt my approach to differing work streams

A front line customer centred role, within Business Telephone Banking I was able to support a varied customer base and learn about the services and products Business Banking provides and how this supports the wider community. I gathered a vast amount of knowledge in this role that I continued to draw on and develop in my subsequent posts.

Some of my responsibilities included;

· Supporting a wide range of customers from small enterprises to mid-market companies, providing them with the tools they needed to function efficiently day to day

• Delivering outstanding customer service by successfully responding to questions and queries relating to new and existing services, showing dedication and compassion to all customers. strived to deliver results and provide a resolution wherever possible. I enjoyed following a query through to the end.
• Actively listening to customers & ensuring products met their needs

· Mitigating risk and ensuring compliance by adhering to procedures and policies

· Adhering to HSBC’s behaviour guide, demonstrating this in my monthly 1-1 and up holding core values and behaviours throughout my working day

Being responsible for my own development by taking courses in my own time and ensuring compliance by completing mandatory learnings

Prior to my time in HSBC I ran my own business in the form of a free hold pub/restaurant in the village where I resided. This was a heavily tourist based business and I continually strived to maximise the potential and grow the business. A brief description of my responsibilities would include; day to day management of the business including admin and accounting, establishing and managing an online presence, rota management, managing staff and stock management. Training and nurturing young staff was important to me, as I wanted to give a positive ‘first job’ experience. I was able to teach life skills such as confidence building, encouraging people outside of their comfort zone, having difficult conversations and team building/morale.