Job Description
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.
Wealth and Personal Banking 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. Across Asia, where wealth pools are growing faster than in any other region. 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.
Role Purpose
- To source new EBS accounts from the existing corporate base and deliver on meeting NTB targets.
- Wealth - Engage with existing EBS customers and helping them identify their wealth needs ( eg digital wealth management account onboarding & new investment )
- To cross-sell asset products of the bank, namely, Home Loans (via referral), Personal Loans & Cards.
- To cross-sell Insurance products (Successful referral through simplified insurance journey)
- To engage with existing credit card customers and work towards spend activation of the same.
- Engage with existing EBS customers to increase penetration across various digital platforms (eg Mobile X & PIB)
- Generate open market business (Credit Cards, Personal Loans etc) through marketing events / promotions & lead based calling.
- Maintain call reports, MIS & other tracking tools (eg LMS, RMS SFE etc) as required.
- To respond to customer complaints in a timely manner and to customer satisfaction
- Ensure all sourcing meets quality benchmarks as per the performance thresholds shared (salary thresholds, input defects, sourcing caps etc)
- Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
- To ensure the KYC/AML norms of the bank are complied with at all times.
Principal Responsibilities
- To source new EBS accounts from the existing corporate base and deliver on meeting NTB targets.
- Wealth - Engage with existing EBS customers and helping them identify their wealth needs ( eg digital wealth management account onboarding & new investment )
- To cross-sell asset products of the bank, namely, Home Loans (via referral), Personal Loans & Cards.
- To cross-sell Insurance products (Successful referral through simplified insurance journey)
- To engage with existing credit card customers and work towards spend activation of the same.
- Engage with existing EBS customers to increase penetration across various digital platforms (eg Mobile X & PIB)
- Generate open market business (Credit Cards, Personal Loans etc) through marketing events / promotions & lead based calling.
- Maintain call reports, MIS & other tracking tools (eg LMS, RMS SFE etc) as required.
- To respond to customer complaints in a timely manner and to customer satisfaction
- Ensure all sourcing meets quality benchmarks as per the performance thresholds shared (salary thresholds, input defects, customer experience sourcing caps etc)
- Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
- To ensure the KYC/AML norms of the bank are complied with at all times.
Customers / Stakeholders
- Ensure a consistently high level of product and service delivery.
- Develop and maintain good customer relations and ensure effective service delivery.
- Timely and satisfactory closure of Customer complaints. Minimize complaint docking and high risk complaints
- Effectively implement issuance and handling of deliverables ( eg IWPs & Loan agreements ). Monitor for correctness of process and meeting specific customer needs.
- Use learnings from customer/area visits and discussions to sharpen the proposition and enhance delivery and provide feedback to leadership / central teams
- Comply to all relevant AML regulations & Global Standards
People
- Develop individual competence
- Develop a collaborative environment with all members of sales team
- Role model of HSBC Group Values, led by demonstrating and driving value based culture across spheres of WPB Business.
Process and Controls
- Have a systematic and methodical approach around sales planning
- Ensure bank processes are followed in view of product documentation, complaint management, system usage etc
- Ensure end to end usage of leads allocated within allocated timelines with correct updation on SFE
- Safeguard the bank from potential loss/ damage arising out of stakeholder complaints.
- Comply with the applicable laws, regulations, Group and local policy related to Sanctions and AML policy of HSBC while undertaking various day to day operations.
- Remain alert and promptly report to the Sanctions Officer/ INM FCC office/ Line manager ( As applicable and required by the AML and sanction Policy) if a customer is found to be engaging in sanction evasion activities or violations of AML policy or any other related 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 timeframe.
- Understanding the consequences of failing to attend or successfully complete the training as mandated by the AML Education Lead FCC;
- Requesting additional AML training that you deem necessary or appropriate to perform your jobs through your entity manager
- Demonstrate an understanding of PEP acceptance, prohibition, CDD & EDD guidelines in order to ensure that the INM RBWM is fully compliant with the PEP LoBP.
- Understand the relatively high reputational risk that arises from any perceived weaknesses in controls in respect of substantial cash deposits or withdrawals activity, wire transfer, monetary instruments and pouch and mail.
- To be aware and Identify high risk indicators for various products and Services offered by INM RBWM example Cash, insurance, credit cards products etc
- Ensure that all records are obtained in respect of INM RBWM customers or New to bank customer for any products and services provided by HSBC are as per the process laid down.
- To 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
- Necessary remediation steps need to be undertaken in case if there is any breach or non-adherence to the policy laid down in the LoBPs
- Must undertake necessary due diligence to ensure that the nature of the transaction is in sync with the customer profile, else raise it to line manager for further clarification
- The staff must 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.
Major Challenges
Contributing to the external sales channel’s rapid growth and achievement without compromising on the basic tenets of HSBC i.e. need based sales and adherence to the highest standards of integrity and transparency in its dealings with customers. Handling customer complaints and proactively resolving customer issues.
Role Context
The Retail Banking environment has witnessed a sea change with aggressive marketing strategies adopted by competition both in retail liability and asset segments. Increased customer awareness has also resulted in demands for superior service and greater product offering differentiation. In the face of aggressive competition, increasing market share will require a sharply focused approach to Retail Banking, and the skill to sustain a high topline growth in a falling interest rate regime whilst maintaining a high portfolio quality and controlling costs to increase employee productivity. This is a feeder channel to the bank’s future.
Management of Risk
- Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.
- Demonstrate leadership on Regulatory & Compliance matters. 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 Group Operations FIM.
Observation of Internal Controls
- Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.
- Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators. Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimizing relations with regulators
