Processor Account Servicing and Maintenance

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Principal Responsibilities

The job holder will be required to process instructions to amend, cancel or close existing products or services and/or the administration of products. They may lead remediation activity relating to Customer Due Diligence (CDD ), FATCA/CRS, Credit administration, payments and Know Your Customer (KYC) checks.

Key tasks carried out by this category will include the following:

Ensuring the team delivers in line with its demand statements

Planning and prioritisation of day to day services across the team

Supporting the implementation of change programs that impact the direct team or process

Maintaining Operating Procedures in accordance with the Business Service's Operating Model and local requirements

May lead remediation activity relating to Customer Due Diligence (CDD), credit administration, payments and Know Your Customer (KYC) checks

Role requirements / Educational Qualifications / Certification / Experience:

Responsible for the management and execution of client related service events through the life-cycle of a client s relationship with HSBC for Corporate Banking lines of business

Responsible for managing all aspects of operational additional services for an assigned portfolio of corporate clients and ensure high quality of service delivered at all times

- Act as Focal point of contact for clients and internal colleagues. Work with various middle/back offices to ensure smooth delivery of client solutions and efficient feedback to client inquiries

- Ensure the process and the procedure followed is aligned with BRCM and Global Standards procedure at all-time including adaptability to any change in process and procedures

Impact on the business

Work closely with client managers and relationship managers in the team and support them to complete all service related queries

Deal independently with e-mail or telephone enquiries from customers and liaise closely with other HSBC departments and branches in answering / resolving customer queries / issues. Proactively follow-up on outstanding matters

Customers / Stakeholders

Support Relationship Managers in the team by undertaking ad hoc tasks assigned by them

Interact with risk stewards to seek guidance on specific issue related to services

Provide timely response to client queries

Leadership & Teamwork

Active collaboration with internal stakeholders to orchestrate the process, sharing knowledge and information to ensure service excellence at all times

Demonstrate proactivity and self-initiation, working with limited oversight

Promote high engagement, motivation levels and adherence to Group values

Create robust team environment where skills and knowledge is openly shared to achieve team and business goals including embedding a best place to work environment

Support the team as a fungible resource as and when required

Operational Effectiveness & Control

Maintain and observe all HSBC control standards and implement and observe the Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators

Uphold the highest level of integrity and act as a role model for all HSBC values and business principles

Demonstrate a commitment to excellence and perform to the highest standards

Protect sensitive customer and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy. Be vigilant in driving staff behaviour in an aligned fashion, holding them accountable for any violation of policy.

Identify and progress any service improvement and process improve opportunities