AVP Third Party Manager Sales and Process Controls

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-1+), 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 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.
• The job holder's main challenge is to ensure the RBWM business is aligned to the Strategic Plan targets. At the same time, he/exercise strict control over sales operations/sales teams and costs without compromising on service standards and quality of poThe MSF central team member needs to act as a facilitator to the sales channel in terms of providing tools, levers and enablers, corporate relationships, to act on market & channel feedback in terms of proposition/ product improvements, assist regions in foexecuting local strategies as well as ensuring discipline in sales planning & execution while providing avenues for learning & grthus requires a high degree of management planning, lateral thinking skills, interpersonal skills and change management.
• To assist in overall MSF TPSA channel management
• Manage controls around customer experience and complaint handling
• Drive a focused and differentiated sales and service culture across the team
• Develop synergies across roles to optimize and drive maximum sales and service output
• Support and grow cross-sell opportunities across teams in the channel to maximize channel output
• Manage communication to the teams for various initiatives and work on feedback from the teams
• Responsible for the delivery of customer driven service and sales, efficiency of service capability, operational quality and to meet the plan.
• Ensure delivery of a consistently excellent customer experience.
• Ensures fair outcomes for customers are delivered in all situations.
• Cover manager during leave and perform delegated tasks

Principal Responsibilities
• Manage complaint handling in the teams and customer experience
• Manage controls to manage governance across channels and areas
• Manage controls and processes across teams for daily, weekly and monthly calls
• Track and monitor the sales plan for various products on a monthly basis
• Partner with a cross-section of stakeholders to effectively drive implementation of the strategic plan
• Create consistent and efficient sales management practices across teams to enable better management control
• Ensure discipline and uniformity across teams in sales planning and performance management
• Contribute to the enhancement of the Corporate Employee Program, Unsecured Lending and leverage it to maximize relaexisting GB clients and NTB corporate
• Manage staff recognition for quality service and effective handling of customer complaints
• A good understanding of HSBC customer proposition and in depth knowledge about the broad range of products and serRBWM.
• Ensure a consistently high level of product and service delivery across the team for all customer touch points
• QC/SQ/Complaint handling
• Analysis of complaints and dockable complaints
• Staff Recognition on effective handling of customer issues
• Improve complaint logging and first time resolution by the channel through procedures and interventions with the sales co
• Ensure TCF principles are adhered to, while analyzing customer complaints and escalations
• Anticipating customer needs and working with sales team to respond appropriately.
• Coach the team to achieve business goals and effectively meet customer needs
• Share all examples of best practice to drive overall customer experience
• Increase staff engagement and communication for delivery of key initiatives. Ensure implementation of controls through r
• Manage complaint coordinators in areas for handling customer complaints
• Manage MSF support staff in clusters for controls around sales calls, controls, Sales scripts, controls and governance anday requirements
• Visit MSF areas to understand the efficiencies in sales processes and controls
• Ensure the EDRAS model is followed effectively and the right product, service and solutions are offered to the customer.
• Safeguard the bank from potential Loss/ damage
• Manage High Risk and Serious complaints ensuring compliance with guidelines
• Manage internal control structures within RBWM, to ensure effective operational structures/processes are in place, in comGroup standards and country regulations
• Comply with the applicable laws, regulations, Group and local policy related to Sanctions and AML policy of HSBC while various day to day operations
• Remain alert and promptly report to the Sanctions Officer/ INM FCC office/ Line manager (As applicable and required by sanction Policy) if a customer is found to be engaging in sanction evasion activities or violations of AML policy or any other procedures.
• Understand the legal responsibility to be vigilant for unusual activity and reporting of the unusual activities.
• Support the Country or Regional FCC AML Office/ AML Investigations by providing additional information when required
• Responsible for attending and successfully completing the AML and Sanctions related assigned training in the mandated
• Understanding the consequences of failing to attend or successfully complete the training as mandated by the AML EducFCC;
• Requesting additional AML training that you deem necessary or appropriate to perform your jobs through your entity man
• Demonstrate an understanding of PEP acceptance, prohibition, CDD & EDD guidelines in order to ensure that the INM Rcompliant with the PEP LoBP.
• Understand the relatively high reputational risk that arises from any perceived weaknesses in controls in respect of substdeposits or withdrawals activity, wire transfer, monetary instruments and pouch and mail
• Manage, develop and coach all customer facing sales and service staff, creating an environment to exceed individual and
• Display high standards around HSBC values and behaviour.
• Manage and drive the collective performance of the sales & service team.
• Maintains and enhances the operational standards and efficiency.
• Maintains HSBC internal control standards, including the timely implementation of internal and external audit points togetissues raised by external regulators.
• Adherence to the highest standards of risk management, control and compliance and global standards.
• Proactively assisting management in identifying and containing money laundering risk, reporting suspicions monitoring prcontrols and fostering a compliance culture

Requirements
• Minimum 12 months in the current role
• With a rating of 3 or above in the last appraisal
• A bachelor’s degree at the minimum, a post graduate degree shall be preferred.

Useful Link

Link to Careers Site: Click HERE

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

India
, Maharashtra
Mumbai Show on map Get directions