Job Description

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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.

Business Descriptor

Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking and Insurance.

Job Introduction

The role holder will be responsible for the Banking proposition management initiatives, with a primary focus on performance management. The NRI business seeks to enhance the Group’s share of wallet from the Non-Resident Indian (NRI) community. The key focus of this role is to enhance the customer experience ensuring International Service standards are high, and by joining up with overseas entities in key markets to make HSBC more relevant to the NRI community. The key focus of this role is to develop, grow and establish the NRI Proposition, by significantly increasing the International Customer base (NRI/PIO) in INM through varied activities such as identifying new geographies to implement the NRI business model, introducing new models for customer acquisition overseas.

• To manage cross border proposition and process

• To own client life cycle management and client communication to increase client experience

• To drive business metrics and delivery through branches, contact center and RMs.

• To work closely with overseas HSBC entities, teams and branches to enhance the International proposition.

• To work closely with control, compliance, operations etc., teams to create/enhance customer journeys, processes, product offering in adherence to cross border framework and local regulatory guidelines.

• Manage BAU activities, reporting’s, control checks etc.

• To conduct portfolio analytics to drive business objectives and efficacy across channels

• Stakeholder management is a key to the role requirement both global as well as local. Strict adherence with Group strategy/policies, managing approvals/changes & maintain operational control.

• To be open, connected, and dependable and act with courageous integrity at all times. Full compliance with internal policies, procedures and compliance requirements

Role Context

HSBC is one of the largest foreign Banks in India with a strong personal banking franchise and considerable brand equity. Our main competition is from other foreign Banks like Citibank, Standard Chartered and also strong competition from Private Indian Banks like ICICI Bank. NRI customers are a very attractive target for deposits, home loans and investment products. To leverage on this, the Group seeks to facilitate the easy delivery of NRI banking services from country to country for our valued HSBC Premier, existing and prospective customers, against a backdrop of increasing competition for this customer segment. As the VP NR Channels the jobholder is expected to demonstrate the following characteristics:

• Enhancing customer experience by ensuring that International Service standards are high, and by joining up with overseas entities in key markets to make HSBC more relevant to the NRI community.

• Initiating and overseeing various business development initiatives targeting new customer acquisition,

• Responsible for driving initiatives for improvement in processes and operations with the aim of strengthening operational controls and carrying out process improvements.

• Ability to interact with relevant functional departments (Compliance, Legal, Marketing and Product areas)
• Insightful understanding of local competitor strategies. Ability to position and differentiate the NRI Proposition from competitors.
• The jobholder has to liaise with various departments and functions to identify the service gaps and set timeframes for addressing the issues, in order to deliver better service and to optimize results for maximum benefit to the customer. The jobholder has to coordinate with various NRCs overseas to ensure that each one of them operates as per the prescribed operations/service standards.
• The job holder has to ensure quick resolution of the escalated complaint cases from NRI customers by coordinating with multiple units.
• Another crucial challenge is to leverage the Group network and significantly increase the NRI footprint in a highly competitive and dynamic environment with established players.
• The jobholder is expected to proactively take steps to ensure that productivity is kept high, costs are kept low and customers are satisfied with the service delivery and product offering.

Skills as pre-requisites:

Ensure timely implementation of internal and external audit points together with any issues raised by external regulators. Identify and implement relevant compliance guidelines, foster a compliance culture. Revising the account opening forms and other marketing collaterals to ensure compliance with existing group guidelines / regulatory requirements. Understand cross border compliance issues and ensure compliance. Mandatory requirements for Cross Border guidelines to be reiterated to the frontline, to ensure adherence at all times. Conducting sample checks and necessary quality checks for call recording and monitoring. Share learnings/feedbacks with frontline.

Principal Responsibilities

Control

The jobholder will adhere to, and be able to demonstrate adherence to, internal controls and will implement the Group compliance policy by adhering to all relevant processes/procedures.

The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.

The following statement is only for roles with managerial or specific Compliance responsibilities

The jobholder will implement measures to contain compliance risk across the business area. This will be achieved by liaising with Compliance department about business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.

• 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 optimising relations.

Conduct

Management of conduct is a critical component of all our business activities including, for example, the Group’s strategy and business models, our culture and behaviors, our interaction with customers, our financial markets operations, and our governance and oversight processes. HSBC's approach to conduct is designed to ensure we deliver fair outcomes for our customers and do not disrupt the orderly and transparent operation of financial markets.

Focus on conduct is integral to HSBC’s values and principles, and supports the Group’s strategy for sustainable growth and streamlining of business processes and procedures.

Operational Effectiveness & Control

Ensure timely implementation of internal and external audit points together with any issues raised by external regulators. Identify and implement relevant compliance guidelines, foster a compliance culture. Revising the account opening forms and other marketing collaterals to ensure compliance with existing group guidelines / regulatory requirements Understand cross border compliance issues and ensure compliance. Mandatory requirements for Cross Border guidelines to be reiterated to the frontline, to ensure adherence at all times. Conducting sample checks and necessary quality checks for call recording and monitoring. Share learnings/feedback with frontline.

Education Qualifications / Certifications and Requirements:

• Bachelor’s degree /Masters's Degree or equivalent qualification.
• 0–2 years’ relevant experience in the banking domain (or a related financial services environment).

Pro-tip Familiarity with AI-enabled tools is an advantage.

• Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.

As an employee, you are required to perform your duties in a professional capacity exercising independent judgement, discretion and decision-making authority in planning, organising, directing work, supervising and appraising the work of team members, as applicable; and taking accountability for delivery outcomes. You will represent the organization with relevant internal and external stakeholders. You will allocate and prioritize work, provide direction and feedback, manage team capacity and leave in line with policy as applicable.

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.

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