Assistant Manager Ops

Job Title: Assistant Manager Ops- RBWM

Purpose of the role

The role encompasses a number of tasks involving KYC analysis for RBWM line of business focusing primarily on regulatory sensitive work. Focus is on high quality and hence aspirants are expected to conform to AML Regulations, policies/procedures.  This role also involves liaising with onshore Product specialists and Relationship Managers (RM's) to ensure timely resolution of queries.  

In this role, you will:

Impact on the Business/Function

To assist the manager in running the operations.Establish and maintain effective relationship with customer business areas and identify areas of service improvements.Work is organized and processed / completed within agreed timescales. Ongoing monitoring and review of workflow and priorities are in accordance with procedures.Process productivity and quality targets are set, monitored and achieved to ensure optimum resource utilization and achievement of business objectives and customer Service Level Agreements (SLAs)Procedural changes / new initiatives are reviewed, fully communicated to and implemented by the teams under control. and supporting statistics/reports/returns are presented to business/management within agreed timescales.To continually reassess the operational risks inherent in the business taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology *To implement Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term 'compliance' embraces all relevant laws, rules and codes.To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.Effective communication with peers in terms of best practice sharing to ensure that optimum use of resource is made across the sections and that a robust cross training plan is in place to multi skill operation teams.Processes are regularly reviewed to identify improvements, which will enhance operational and financial effectiveness. MI and other business data requirements are completed accurately.

Typical Targets and Measures

By providing input/support on management issues and deputizing the manager during his/her absence.Drive rigorous and customer centric quality campaigns and initiatives to increase quality awareness in the team.Handle the impact of erratic workflows through effective capacity planning, leave management and process prioritization.Ensure 'Knowledge retention' in the section by reinforcing concepts through continuous staff training. (To address the effects of Attrition)Team briefings and section meetingsPlan for effective cross training taking into account the Global Contingency requirements, Staff Banding progression and Operational requirements and striking a balance among them.To have a tight control on Operational losses, potential frauds through strong internal audit and Staff feedback mechanisms.Monthly MI, SLAMaintain equipment, systems and general work environment in a good condition and ensure that issues / problems are investigated / resolved immediately or escalated to Line ManagerBy addressing any areas of concern in conjunction with line management and/or the appropriate departmentBy adhering to the Group's agreed processes / procedures – achieving a satisfactory Audit report.

Major Challenges

Deal with internal and external attrition and their operational affects.Drive customer centric Quality initiatives while performing CDD/EDDEffectively mitigate identified Operational Risks.Comply with Group's statutory audit standards.Call coaching and training staff on telephone etiquetteDeal with business that may significantly exceed forecasted figures by liaison with the respective business sites.Ensure quality and productivity standards are maintained whilst coping with staff turnover and inexperienced staff.

Role Dimensions:

The following responsibilities are applicable:

Responsible for meeting customer expectations and PLA standards for the overall team.Lead and motivate a team in a challenging environment and assist the team in facilitating greater efficiency and timely production of high-quality KYC profiles.Interfacing with Client Liaison Group, Compliance, Front Office and Relationship Managers where applicable especially on matters that involve escalation of pending and ageing profiles.Provide adequate training from a client due diligence perspective and develop a team of global KYC professionals.Assist the team in comprehending complex ownership structures.Act as a KYC knowledge centre to the team and ability to resolve queries pertaining to high risk KYC profiles.Interpret regulatory/policy changes and communicate their implications to the team. Ability to establish action points arising out of the same and incorporate the impact within laid down procedures.Keeping abreast of developments within the financial regulatory environment and proactively educate the team on the same.Work in tandem with the Quality Control team to ensure overall high quality profiles emanating from the team and address quality issues to meet the established performance standards.Ensure implementation and adherence to audit and compliance requirements and proactively highlight potential issues to the management.Ensure zero operational / reputational loss.Provide timely and effective feedback on performance to the team on job objectives and mentor team members to achieve the expected performance standards.Plan for effective utilization of resources and exhibit complete ownership of the business.Meet the needs and expectations of customers by ensuring that escalations and complaints are handled in a timely and appropriate manner. Develop and maintain excellent professional relationship with all stake holders.Facilitate continuous improvement of work flow, customer service, personnel development through various initiatives like process re-engineering, training, sharing best practices etc. in conjunction with peers and line management.

To be successful you will:

Excellent understanding of KYC/CDD, financial regulatory environment and AML risk implications (E).Previous KYC experience, specifically in KYC review vertical (E)Thorough understanding of various RBWM Line of Business client typesProven skill sets in analyzing implications of mergers and acquisitions on legal identities & ownership structures of Corporate, FIs & Funds (D).Sound knowledge of financial regulatory requirements (D).Ability to interpret complex changes in regulatory guidelines and assess impact (D).Excellent communication skills – Written and Verbal (E).Team player and ability to manage people and performance (E).Ability to handle crisis situations and take appropriate / timely decisions (E).Ability to work well under pressure with high degree of accuracy (E).Good understanding of MS office and proven skills on banking platforms (D).Self-driven (E). Minimum Qualification: Graduation or relevant experience of working in CDD related tasks (P)Flexibility to work in different shift timings (E)

You'll achieve more at HSBC 

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role."

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***Issued By HSBC Electronic Data Processing (India) Private LTD***

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