Job Description

Some careers open more doors than others.
If you're looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
International Wealth and Premier Banking (IWPB) provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world's most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance. HSBC Private Banking helps high net worth and ultra-high net worth clients manage, grow, and preserve their wealth for generations to come. Our network of global experts helps clients access investment opportunities around the world, plan for future with wealth and succession planning, manage their portfolio with tailored solutions, and find the right support for their philanthropy
This role is responsible for providing comprehensive oversight and governance across a range of critical operational and compliance areas for IWPB Contact Centre. The successful candidate will ensure robust control frameworks are in place, drive continuous improvement, and support the organization's commitment to regulatory compliance and operational excellence.
This role is responsible for comprehensive oversight of Third-Party Governance and Control activities, ensuring quality assurance, process integrity, and risk management across third parties and global service centers

• Conduct regular quality assurance reviews for Internal & External third parties
• Sales Quality Audit scores: To ensure there are no adverse audit comments and audit recommendations are implemented on time
• Compliance: Monitoring adherence to all sales and compliance requirements which includes Voice log back-up and monthly on-site audits supported by relevant documentation
• Internal Control Standards: Maintain HSBC internal control standards, implement and observe Group Compliance Policy and maintain awareness of operational risk and minimize the likelihood of it occurring
• Perform process reviews for Contact Centre operations across sites
• Oversee complaint management processes to ensure process SOP are aligned
• Complete and review Location Manager Checklists for compliance
• Coordinate and support internal audit activities
• Track and report adherence to key metrics for Contact Centre operations across sites
• Support the TPEM, Archer and Risk Flo activities to strengthen risk controls and governance
• Responsible for ensuring adherence with the guidelines laid down in the outsourcing line of Business Procedures for existing as well as new vendors which are being on boarded
• Having an oversight on data protection, service level agreements and undertaking annual vendor risk assessment on the vendors for all outsourced activities
• Ensure consistent delivery of the required governance for Contact Centre processes
• Ensure that Process notes/Training Decks are updated and approved by respective Process Managers in a timely manner to ensure governance
• Compliance with external regulatory requirements, internal control standards and group compliance policy
• Timely implementation recommendations made by internal/external auditors and external regulators

Qualification

• Graduate / post-graduate with minimum of 8 years' experience
• Sound telesales background which includes experience managing alternate channels
• Total work experience of at-least 5 years with a minimum of 3 years' experience managing large business independently
• Good Communication Skills
• People Management skills with an ability to drive and motivate individuals

Additional Information

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

You'll achieve more at HSBC.
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.
Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by The Hongkong and Shanghai Banking Corporation Limited, India

Skills Required