VP Client Service Executive, GPB NI

5 days ago

Delhi, Delhi, India HSBC Full time

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 partiesSales Quality Audit scores: To ensure there are no adverse audit comments and audit recommendations are implemented on timeCompliance: Monitoring adherence to all sales and compliance requirements which includes Voice log back-up and monthly on-site audits supported by relevant documentationInternal 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 occurringPerform process reviews for Contact Centre operations across sitesOversee complaint management processes to ensure process SOP are alignedComplete and review Location Manager Checklists for complianceCoordinate and support internal audit activitiesTrack and report adherence to key metrics for Contact Centre operations across sitesSupport the TPEM, Archer and Risk Flo activities to strengthen risk controls and governanceResponsible 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 boardedHaving an oversight on data protection, service level agreements and undertaking annual vendor risk assessment on the vendors for all outsourced activitiesEnsure consistent delivery of the required governance for Contact Centre processesEnsure that Process notes/Training Decks are updated and approved by respective Process Managers in a timely manner to ensure governanceCompliance with external regulatory requirements, internal control standards and group compliance policyTimely implementation recommendations made by internal/external auditors and external regulators

Qualification

Graduate / post-graduate with minimum of 8 years' experienceSound telesales background which includes experience managing alternate channelsTotal work experience of at-least 5 years with a minimum of 3 years' experience managing large business independentlyGood Communication SkillsPeople 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

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