Client Relationship Support

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We are currently seeking an experienced professional to join the HSBC Private Banking (PB) India team. 

Job Introduction

This role is a part of the Private Banking relationship team, and a key relationship support role created to provide an outstanding client experience to the valuable PB clients and increase PB Relationship Manager’s (PB RM’s) client facing time. The role provides dedicated support to a team of PB Relationship Managers (PB RM) in the overall achievement of their income plans (covering acquisition, cross sales, retention, and growth of their portfolios) and day to day contact with their clients in the delivery of the proposition objectives.

To deliver client centric service, this role is identified as a point of contact for clients and in the absence of the PB RM, this role will be the first point of contact for the client. In addition, the CSE-PB  may provide credit/lending support to the PB RM if dictated by market requirements. Building an ongoing relationship based on value and service is critical to being successful in this role.

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.

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