Wealth Center Operations Manager

Role Overview

Responsibilities

• Manage daily Wealth Center operations and compliance with policies and procedures.
• Maximize use of the Complaint Management System with Wealth Center managers and staff.
• Lead CDD and KYC remediation, including periodic reviews and requests for information.
• Identify improvements and implement corrective actions.
• Conduct audits and assessments for operational risk, fraud, and security breaches.
• Protect customer data, maintain confidentiality, and uphold banking integrity.
• Resolve escalated customer inquiries, complaints, and issues.
• Improve customer satisfaction, loyalty, and retention.

Qualifications and Skills

• Strong verbal and written communication skills across staff, management, internal partners, and external parties.
• Proven leadership, managerial, decision-making, problem-solving, organizational, and time management skills.
• Ability to uphold applicable rules, regulations, procedures, and operational risk controls.
• Sound judgment, urgency, and professional and personal integrity.
• Knowledge of the Wealth Center delivery system, bank policies, controls, products, services, and regulations.
• Ability to travel as needed.

Employee Benefits

• HSBC offers professional development opportunities, competitive pay and benefits, wellness resources, volunteerism programs, matching gifts, and employee resource groups.