Client Relationship Support

In order to deliver a high quality service to our highest value personal clients the role holder will need to demonstrate an extensive knowledge of banking products and services across wealth and retail.

Assist the PB RM’s to achieve the AOP sales targets

Manage the Service Proposition for the PB clients

Manage all processing in relation to the Wealth Management System.

Ensure audit & compliance while processing client requests

Manage all back-office functioning in relation to PB Clients.

Assist in creating and maintaining environment where the team maximizes performance & provides highest quality service in line with the Target Operating Model (TOM) as defined by Group.

Principal Responsibilities

Impact on the Business/Function

Assist the PBM’s in maintaining the required contact frequency with clients

Conduct Client Focused Discussions

Clients / Stakeholders

Assist the PBRM in organizing events as and when required.

Refer the attrition cases to PBRM immediately

Coordinate with cross functional teams to manage PB TAT / client expectations

Leadership & Teamwork

Manage the desk (including required contact activity) in the absence of the PBRM

Act as a guide to other teams on matters related to operations and service

Operational Effectiveness & Control:

Zero discrepancies on documentation for new Liability & Wealth accounts.

Ensure 100% accuracy on all KYC and Non KYC documentation and processing of client instructions

Ensure all entries captured on WMS are error free and that the entries are reconciled everyday.

Achieve the operational standards for the business and work within agreed procedures and guidelines - displaying high levels of integrity at all times

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.

Minimum concurrent audit comments and NIL reminders

Ensure NIL frauds for any cases sourced /handled by the branch.

Comply with the applicable laws, regulations, Group and local guidelines 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 client 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 IWPB clients or New to bank client for any products and services provided by HSBC are as per the process laid down.

Must ensure that the prescribed process is being followed while dealing with non HSBC clients request for monetary instruments and wire transfers

Ensure Adherence to the regulatory guidelines and internal AML & Sanction Policy of HSBC, which includes pouch and mail, monetary instruments, cash services and payment transparency Line of Business Procedures

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 needs to be undertaken in case if there is any breach or non-adherence to the policy laid down in the LoBP

Must undertake necessary due diligence to ensure that the nature of the transaction is in sync with the client 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 client in a effective and polite manner

Ensure adequate due diligence is undertaken by the Individual/team to ensure that the nature of the various transactions of wire transfer, cash services, monetary instruments are in sync with client profile

Local Job Requirements

The principal regulations under which the jobholder operates include the BIM, FIM and local regulations issued from time to time by the Reserve Bank of India (RBI), Association of Mutual Funds in India (AMFI) and the Securities and Exchange Board of India (SEBI). The job is that of a banking and service specialist.

Education Qualifications / Certifications and Requirements:

8Yrs + years’ experience

Has exceptional and updated knowledge of Banking products, systems and processes.

Displays extra-ordinary Business focus and client orientation and provides exemplary service

Is self-motivated and has the drive to overachieve on goals and targets set out

Displays close bonding with immediate team members and skillful association with support group colleagues

Attain appropriate professional and regulatory qualifications as required by market.

Attain any internal standards as required by country

Minimum Graduation .

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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