HSBC Hiring for Assistant Manager Platform Services at New Delhi Full Time

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-19), 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.

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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.

Wealth and Personal Banking (WPB) is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking that best suit our customers’ needs.

We are currently seeking an experienced professional to join the INM WPB team.

Principal Responsibilities

The major function of this role is to ensure effective delivery of branch customer interface functions in the front office and teller areas in order to achieve a high level of customer satisfaction along with operational efficiency.

• Maintain good inter-personnel relationship across the branch staff
• Ensure branch hygiene by ensuring that all posters and any other promotional material are correctly and neatly displayed and latest brochures are always available. Ensure that the banking hall and ATMs are always clean
• Ensure positive customer experience and manage complaints / escalations
• Through effective service delivery, which would include prompt reply to customer queries and complaints, identifying and implementing initiatives to reduce customer waiting time, monitoring customer service scores on an ongoing basis and driving improvements in these scores
• Ensure that customer complaints are handled within defined TATs, and all staff is sensitised to proactively manage customer service issues
• Dockable complaints should be kept within acceptable benchmarks
• Maintain a requisite level of customer interaction by undertaking field visits with sales personnel
• Work as a team – ensure effective communication by regular discussions and feedback
• Maintain control over on various customer deliverables
• Maintain and observe HSBC internal control standards, implement and observe group compliance policy, including timely implementation of recommendation made by internal /external auditor and external regulators.
• Comply with the applicable laws, regulations, Group and local guidelines related to Sanctions and AML policy of HSBC while undertaking various day to day operations
• Demonstrate an understanding of PEP acceptance, prohibition, CDD & EDD guidelines in order to ensure that the HSBC Bank India RBWM is fully compliant with the PEP LoBP.
• Be aware and Identify high risk indicators for various products and Services offered by HSBC Bank India RBWM example Cash, insurance, credit cards products etc
• Ensure that all records are obtained in respect of HSBC Bank India RBWM customers or New-to-bank customer for any products and services provided by HSBC are as per the process laid down.
• Ensure that the prescribed process is being followed while dealing with non-HSBC customers request for monetary instruments and wire transfers
• Be aware of AML risk posed by pouch and mail, Monetary instruments, cash services and wire transfer services and should undergo the mandatory training for the same
• Be aware of the scope of services of various products and services that are offered and those which are prohibited because of the guidelines laid down in the line of Business procedures and must ensure the same is communicated to customer in an effective and polite manner
• Ensure adequate due diligence is undertaken by the Individual/team to ensure that the nature of the various transactions of wire transfer, cash services, monetary instruments are in sync with customer profile