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.

Business Descriptor:

Sales, Distribution and Business Development plays a vital role in understanding and meeting customer needs by offering the right solutions through the right channels to the right customer segments. The team is responsible for implementing distribution strategy, driving the delivery of market leading personal banking customer experiences and thereby maximising customer satisfaction.

Role Purpose
• To source new accounts from NTB from the existing corporate base and deliver on meeting NTB targets
• To cross-sell asset products of the bank, namely, Home Loans (via referral), Personal Loans, Cards, Premier
(referral)
• To ensure the KYC/AML norms of the bank are complied with at all times.
• To execute marketing events and promotions to generate business in their catchments, in conjunction with support
departments such as INM MKT
• To maintain call reports and MIS as required
• To respond to CEP complaints in a timely manner and to customer satisfaction
• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation
of financial markets

Impact on the Business

·To source new accounts from NTB from the existing corporate base and deliver on meeting NTB targets

·To cross-sell asset products of the bank, namely, Home Loans (via referral), Personal Loans, Cards, Premier (referral)

·To ensure the KYC/AML norms of the bank are complied with at all times.

·To execute marketing events and promotions to generate business in their catchments, in conjunction with support departments such as INM MKT

·To maintain call reports and MIS as required

·To respond to CEP complaints in a timely manner and to customer satisfaction

Customers / Stakeholders

1. Ensure a consistently high level of product and service delivery for relevant customer touch points

2. Develop and maintain good customer relations and ensure effective service delivery

3.Timely and satisfactory closure of CEP complaints. Minimize complaint docking and high risk complaints

4.Effectively implement issuance and handling of IWPs. Monitor for correctness of process and meeting specific customer needs

5. Use learnings from customer/area visits and discussions to sharpen the proposition and enhance delivery and provide feedback to leadership / central teams

6. Comply to all relevant AML regulations & Global Standards

Process and Controls

1.Have a systematic and methodical approach around sales planning

2.Ensure bank processes are followed in view of product documentation, complaint management, system usage etc

3.Ensure end to end usage of leads allocated within allocated timelines with correct updation on CRMS

4.Safeguard the bank from potential loss/ damage arising out of stakeholder complaints.

5.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.

6.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.

7.Understand the legal responsibility to be vigilant for unusual activity and reporting of the unusual activities.

8.Support the Country or Regional FCC AML Office/ AML Investigations by providing additional information when required

9. Responsible for attending and successfully completing the AML and Sanctions related assigned training in the mandated timeframe

10.Understanding the consequences of failing to attend or successfully complete the training as mandated by the AML Education Lead FCC;

11.Requesting additional AML training that you deem necessary or appropriate to perform your jobs through your entity manager

12.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.

13.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.

14.To be aware and Identify high risk indicators for various products and Services offered by INM RBWM example Cash, insurance, credit cards products etc

15.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.

16.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

17.Necessary remediation steps needs to be undertaken in case if there is any breach or non-adherence to the policy laid down in the LoBPs

18.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.

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 section B.1.2 of the 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 optimising relations with regulators

Knowledge & Experience - 2 to 5 years

Qualifications

Minimum Graduation or as required for the role, whichever is higher

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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Issued by The Hongkong and Shanghai Banking Corporation Limited, India