VCIP Assistant Manager
2 weeks ago
Unlock New Opportunities with HSBC
At HSBC, we're committed to building a culture where all employees are valued, respected, and their 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.
Role Purpose
As a VCIP Assistant Manager, you will handle general customer contacts in a contact centre environment, typically on multiple products and/or propositions. Your primary objective is to provide high-quality service, ensuring the completion of the VCIP journey at first contact, where possible.
Key Responsibilities
- Enable customers to submit their KYC information through a video call from any convenient location, ensuring compliance, faster on-boarding, and minimizing time to revenue.
- Provide exceptional customer service to customers by face-to-face interaction to expedite the KYC process.
- Act as a role model for our Group Values and Behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values.
- Perform Customer Due Diligence as per the laid-down guidelines in SOP.
- Maintain awareness of operational risk and minimize the likelihood of it occurring, including its identification, assessment, mitigation, and control, loss identification, and reporting in accordance with section 4 of the Group Operations FIM.
- Maintain HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.
- Foster a compliance culture within the team, managing compliance risk, and ensuring that the necessary training is completed.
- Optimize relations with regulators.
Requirements
- Minimum graduation or as required for the role, whichever is higher.
- Must be proficient in the language(s) required by the process.
- Open to work in flexible shifting schedules.
- Ability to work in a high-volume, fast-paced environment is required.
- Proficiency with personal computers and basic software packages and specialized applications.
- Excellent communication skills.
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