Job Description

Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC's purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking and Insurance.

Job Introduction

The Service and Operations job category will be required to undertake a range of customer service management tasks. Activities will include validation and approving the transactions in the core banking system for 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. Also, this role requires to perform multi activities within the team.

Principal Responsibilities

Operations

The job holder will be required to approve/validate 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 approving instructions or remediations. Ensure timely response for the requests received through internal and external stakeholders, customers etc. Handle various digital tools like bulk data capture tools, Lite automation tools, macros etc for validation of various servicing requests / instructions as applicable.


Operational effectiveness and control



Approving /Validating the servicing requests processed by the staff for HSBC Customers in line with the laid down established and documented procedures, regulatory policies p 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


Tasks and responsibilities of the job holder may include some or all of the following:Approving / Validating 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

(Operational Risk / FIM requirements)

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

(Compliance Policy / FIM requirements)

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.

Education Qualifications / Certifications and Requirements :

University (BA) or (BS) 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.

Additional Information

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

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India