Central Control Services - Analyst (Buenos Aires)The Central Controls Services (CCS) team is responsible for ensuring all Corporate and Investment Bank (CIB) Front Office employees receive full and timely support of any control related program queries to ensure a seamless user experience whilst providing best in service standards.The team is also responsible for developing formal and consistent processes & controls across the CIB related to activities of its Front Office employees. These processes need to ensure that activities are consistent with global requirements and minimum corporate standards, and in compliance with local law, rules and regulations.The Central Controls team works within an exciting, busy and challenging environment, managing ever-changing regulations and controls in order to facilitate correct monitoring, review and reporting of changes. This includes weekly, monthly and quarterly reporting ensuring all sensitive reporting is captured accurately and in adherence with the global framework, whilst ensuring all BAU queries are responded to accurately and within the agreed SLA.The work is also combined with the ongoing education of CIB Front office employees in conjunction with the team’s Legal and Compliance partners and the relevant Business Control Managers.A confident, enthusiastic, and client service focused person is required to work on the newly established CCS team.The candidate will act as the first interface of the Central Controls team providing assistance and guidance to the CIB Front Office personnel in relation to all inquires on programs suchs as Cross Border and Supervisory Portal, among others. Also will help Front Office employees who might be experiencing issues with navigating through systemic and procedural controls. Candidate will also be in contact with the Business Control Managers to provide knowledge in order to facilitate an enhanced service to the different Lines of Businesses in relation to all Central Controls activitiesKey Responsibilities:Aspire to providing the Best In Class Service to all the Front office employees, Business Control Managers, Business Managers, and Executive Assistants that utilise the service
Demonstrate comprehensive understanding of the arising issue
Ensure all responses are helpful, specific and accurate and queries are responded within the agreed SLA
Escalate issues and resolve appropriately and in a timely manner
Ensure business and regulatory knowledge is maintained and kept current to continue the high level of support to employees
Create and distribute appropriate MIS in relation to the volumes of queries received, aged, escalations and provide relevant Root Cause Analysis to highlight gaps where training can then be provided
Provide specific rationale/reasons for volumes of enquiry chasers and outstanding queries
Create appropriate Regional/Global trending information as required
Partner and engage with program teams to give feedback of front office requirements / issues they encounter to enhance user experience
Support Global Program deliverables where applicable including MIS, monitoring and adhoc requestsQualificationsFluent in English. Excellent communication skills. Ability to interact with Senior Management
Effective listening skills with ability to identify people’s issues quickly
Excellent interpersonal skills
Experience in Financial Services, Operational Risk Management, Control Oversight, Client Service and/or similar role
Comfortable in utilising and navigating different systems, applications
Adaptable in working style and comfortable working within ever changing environment
Strong team player
Key focus on attention to detail
Creative and innovative problem solver
Ability to adapt to changing priorities as well as multi-task
Quick to learn new processes, systems
Can think and act in pressured and time sensitive situations
