Job title:SME-GPB
- This role is unique as an associate works with highly demanding skillset to support end to end process for HNW clients under Global Private Banking. The role holder requires to accurately and timely processing/checking, a range of activities to service the clients including Banking, Payments, Account Opening/Servicing, Settlements, Corporate Actions & Private Equity etc across multiple regions.
- The position requires working closely with various business units including Front Office, Administrators and Onshore Middle Office Support teams.
In this role, you will:
Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)
- Complete all processing activities assigned as per the SLAs agreed for the Business.
- Acquire and update knowledge on procedures related to relevant process.
- Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
- Work independently, complete assigned tasks accurately within the established timeframe as per the process benchmarks.
- Devise ways to improve customer service/journey and increase productivity (efficiency & Quality).
- Proactively identify issues, if any, and timely escalate towards resolution of the same.
- Ensure that the process related procedures are implemented while ensuring adherence to the process manuals.
- Provide excellent service to customers by focusing on resolving requests efficiently, accurately, and professionally.
- Instructions/requests to be correctly interpreted understood and implemented.
- Conduct research to resolve discrepancies to satisfaction of all parties and within established procedures and regulatory guidelines.
- Comply with Policies and Procedures and established guidelines of the FIM and procedures.
- Represent the bank in a professional manner whilst following up with various stakeholders.
- Ensure all enquiries are handled appropriately within assigned authority levels and escalate other enquiries to appropriate parties.
- Assist with special or ad hoc Reporting and Projects.
Leadership and Teamwork
- Participate in team meeting / team activities and work towards sustaining team spirit.
- Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.
- Follow our Group Values and Behaviours (Open, Connected, Dependable), support colleagues and customers to deliver superior customer service through these values.
- Contribute to the creation of a supportive work environment driven by people centric values.
- Build professional relationships with colleagues in other areas.
To be successful you will:
Functional Knowledge
- Communication – the ability to communicate and understand complex issues.
- Analysis/strategy – the ability to analyse complex issues and identify / assess the long-term, strategic implications for the Bank and its customers.
- Excellent Team player. Proactively manage customer experience by:
- Reduction of repeat errors and incidents by displaying continuous improvement.
- Submit customer journey improvement ideas on Idea HUB/other platforms
Others
- Knowledge of and implementation of the Group compliance policy, Operational Risk and SOX (Sarbanes- Oxley Requirements) as applicable for the Business / Function
- Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external 'regulators.'
- Implement the Group Compliance Policy as applicable to your role in conjunction with the relevant laws, rules, and codes with which the business has to comply within the country you reside and in relation to the countries migrating work to assigned GSC.
- To continually re-access the operational risks inherent in the business, ta account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures and the impact of new technology in conjunction with the donor Group companies.
- Responsible for one’s own performance. Required to ensure that the service levels are maintained at its optimum level.
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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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