Job Description

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (COVID-19), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.
Some careers open more doors than others. If you’re looking to unlock new job opportunities, take a look at the possibilities right on your doorstep here at HSBC. Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking that best suit our customers’ needs. We are currently seeking an experienced professional to join the Central processing Unit / BBCT team. Role Purpose

• The Service and Operations job category will be required to undertake a range of customer service management tasks. Activities will include processing of various customer and Bank initiated requests or instructions, processing of all various activities which support the excellent delivery of service to our customers to support the frontline service journey.
• The development of efficient processes and activities will be a key activity to drive continuous improvement of service and operations. Coaching and development of team members to support the improvement of knowledge, skills and capability will also be a key element of this role.

Principal Accountabilities Impact on the business Operations

• The job holder will be required to process instructions to create, amend, cancel or close existing products or services and/or the administration of products received from various stakeholders.
• Process remediation activity relating to various operational activities.
• Ensure there are no defects while processing instructions or remediations.
• Ensure timely processing of requests received through internal and external stakeholders , customers etc.
• Handle various digital tools like bulk data capture tools, Lite automation tools, macros etc for processing of various servicing requests / instructions as applicable.

Clients/Stakeholders

• Liaise with different teams like INM FCC RC, AML, ORIC, LGA and BRCM to seek clarifications/dispensations on various audit issues
• Participate in various projects as a member of Project Working Group (PWG) along with other stakeholders

Leadership and teamwork

• Identify, own, carry out and implement key projects across branches
• Benchmark the processes with the best in the Industry and identify suitable projects to replicate the best practices at our branches
• Devise efficient processes working in collaboration with various stakeholders.
• Involve branch expertise in running various projects for branch banking
• Ensure timely completion of projects / activities assigned.
• Assist in realigning the Operations piece through projects, in line with the Bank’s strategy and raise the bar for customer expectations by implementing customer centric solutions.

Operational effectiveness and control

• Processing of servicing requests for HSBC Customers in line with the laid down established and documented procedures, regulatory policies.
• Coaching and development of colleagues to improve skills and capability
• Use knowledge of products, processes and procedures to address customer needs both through the team and individually.
• Support colleagues to deliver service to customers at first point of contact through the reduction of operational requirements
• Continually evaluate processes and procedures to support improved efficiency and effectiveness of operations
• Development and maintenance of Operational Management Information

Major Challenges

• The jobholder is to process requests which are bank and customer initiated. Hence, jobholder will need to have thorough knowledge of established procedures and regulatory governances and guidelines.
• The jobholder will need to recommend as well as assist in reviewing existing branch processes, devise processes which realign the image of branches from merely a transactional outlet to an advisory unit.
• The job holder will be part of projects which will have stringent deadlines.
• The jobholder also needs to interact with other departments like INM BRCM/ CVM /INM CMP/LGA/Internal Control/CMB/MKT/Six Sigma and CAS regarding implementation of policies, systems and new initiatives.
• The job holder requires the ability to handle multiple tasks within specified timelines.
• The job holder requires Good People Management skills.

Role Context Tasks and responsibilities of the job holder may include some or all of the following:

• Processing of servicing requests for HSBC Customers
• Coaching and development of colleagues to improve skills and capability
• Use knowledge of products, processes and procedures to address customer needs both through the team and individually
• Support frontline colleagues to deliver service to customers at first point of contact through the reduction of operational requirements
• Provide guidance on transactions and ensure that all work is processed in accordance with the established and documented procedures
• Continually evaluate processes and procedures to support improved efficiency and effectiveness of operations
• Development and maintenance of Operational Management Information
• Carry out unit administration activities
• Ensure excellent satisfaction is achieved through leading a team within its remit to consistently deliver excellent service for both internal and external clients

Management of Risk

• Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.
• Demonstrates leadership on regulatory and compliance matters. Maintains awareness of risk and minimizes the likelihood of it occurring through its identification, assessment, mitigation and control.

Observation of Internal Controls

• Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.
• Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner. Fosters a compliance culture within the team, managing compliance risk and ensuring that the necessary training is completed. Optimizes relations with regulators.

Requirements

• The job holder must be a Graduate in any discipline, with strong communication skills – both verbal and written.
• Thorough knowledge of the Banking systems & processes,
• In depth knowledge and understanding of the regulation & guidelines as applicable
• Knowledge of Group Policies and Procedures for audit and compliance
• Branch Banking experience.

Eligibility Criteria

• India Bank / INM employees will be eligible to apply to this role after completion of 12 months in the current role/position at the time of application on level transfer and/or promotion.
• Entity Employees (not from India Bank) to be guided by their internal policy on tenure completion in current role at the time of application before applying and share line manager approval once shortlisted.
• INM Employees in scope of WPB Career Progression Framework not eligible to apply to roles within the purview of the Framework.

Additional Information

• Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.

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