Process & Incident Officer
il y a 3 jours
**Context**:
Quality of service is key for Degroof Petercam Incidents or complaints need to be handled with care, are reported instantly, and need to be addressed as quickly and adequate as possible. To avoid incidents and complaints, assess our procedures, policies, and processes continuously.
Within the team that is responsible for the Risk & Control of the Private Bank at Degroof Petercam we are looking for an additional Process & Incident Officer to offer an even better service to our clients and the internal stakeholders, to optimize our internal processes so we can decrease incidents or complaints.
**Your Position**:
- You will be the internal point of contact for the centralization of all operational incidents and complaints for Private Banking
- Once you receive a complaint or an incident report, you’ll make an analysis and identify the root cause so you can give feedback to the process owner. Based on your analysis you’ll define and implement remediation plans.
- Customers need to receive adequate feedback, so you’ll coordinate the draft of the response to the customer and ensure the delivery of a high-quality feedback response.
- Map and describe key processes and identify potential risks for Private Banking.
- Ensure that all policies and procedures, related to transversal Private Banking activities, are well documented, up-to-date and that the department is compliant to those policies and procedures.
- You will make sure that you get the approvals on changes and that all parties are informed on any changes regarding policies, procedures, and processes.
- To ensure robustness of the control environment you will perform control testing.
- You will liaise with the management monthly where you will report on the activities of the team
- If issues remain unsolved, you will escalate them to your line manager.
**Your Profile**:
What are “must have” skills or experience to #MakeAMark in this role?
- You obtained at least a Bachelor degree and have already a few years of experience in a similar role where you learned how to handle complaints or incidents in structured manner.
- Communicating in French or Dutch and English on a proficient level is within your comfort zone.
- You possess strong analytical skills added with a solution oriented way of thinking and acting. Problemsolving skills are key to succeed in this role.
- Excel and Word are natural habitats for you.
What skills and experience do we consider as an asset to get you even faster up to speed in this role?
- Project management experience is a real asset
- A good knowledge of both French and Dutch next to English
- The Financial Services Industry is an environment where you thrive.
**Our offer**:
Degroof Petercam is big enough and small enough to matter since we are independent, operate internationally and have different métiers under one roof.
Entrepreneurship is in our DNA, expertise is our fuel. You will become part of a company with highly skilled, talented and passionate experts that aim for nothing less than excellence.
The impact of our work goes beyond profit by looking at business from a broader perspective, challenging those who want to intellectually. In addition to our fascinating work environment, we also offer:
- Green mobility plan with a focus on flexibility and sustainability
- A broad offer of learning & development programs including a Degroof Petercam Summer Academy for both professional and personal goals.
- An attractive and market conform compensation package
- Flexible working hours & teleworking
- An Employee Social Engagement Program
- Access to the same Private Banking Expertise as our clients
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