Manager - Corporate Employee Banker, MSF

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Role Purpose:

To source new accounts from NTB from the existing corporate base and deliver on meeting NTB targets
• To cross-sell asset products of the bank, namely, Home Loans (via referral), Personal Loans, Cards, Premier
(referral)
• To ensure the KYC/AML norms of the bank are complied with at all times.
• To execute marketing events and promotions to generate business in their catchments, in conjunction with support
departments such as INM MKT
• To maintain call reports and MIS as required
• To respond to CEP complaints in a timely manner and to customer satisfaction
• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation
of financial markets 

Impact on the Business

• To source new accounts from NTB from the existing corporate base and deliver on meeting NTB targets
• To cross-sell asset products of the bank, namely, Home Loans (via referral), Personal Loans, Cards, Premier (referral)
• To ensure the KYC/AML norms of the bank are complied with at all times.
• To execute marketing events and promotions to generate business in their catchments, in conjunction with support departments such as INM MKT
• To maintain call reports and MIS as required
• To respond to CEP complaints in a timely manner and to customer satisfaction

Customers / Stakeholders

1. Ensure a consistently high level of product and service delivery for relevant customer touch points
2. Develop and maintain good customer relations and ensure effective service delivery
3. Timely and satisfactory closure of CEP complaints. Minimize complaint docking and high risk complaints
4. Effectively implement issuance and handling of IWPs. Monitor for correctness of process and meeting specific customer needs
5. Use learnings from customer/area visits and discussions to sharpen the proposition and enhance delivery and provide feedback to leadership / central teams
6. Comply to all relevant AML regulations & Global Standards

Process and Controls

1. Have a systematic and methodical approach around sales planning
2. Ensure bank processes are followed in view of product documentation, complaint management, system usage etc
3. Ensure end to end usage of leads allocated within allocated timelines with correct updation on CRMS
4. Safeguard the bank from potential loss/ damage arising out of stakeholder complaints.
5. Comply with the applicable laws, regulations, Group and local policy related to Sanctions and AML policy of HSBC while undertaking various day to day operations.
6. 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 customer is found to be engaging in sanction evasion activities or violations of AML policy or any other related procedures.
7. Understand the legal responsibility to be vigilant for unusual activity and reporting of the unusual activities.
8. Support the Country or Regional FCC AML Office/ AML Investigations by providing additional information when required
9. Responsible for attending and successfully completing the AML and Sanctions related assigned training in the mandated timeframe.
10. Understanding the consequences of failing to attend or successfully complete the training as mandated by the AML Education Lead FCC;
11. Requesting additional AML training that you deem necessary or appropriate to perform your jobs through your entity manager
12. 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.
13. 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.
14. To be aware and  Identify high risk indicators for various products and Services offered by INM RBWM example Cash,  insurance, credit cards products etc
15. Ensure that all records are obtained in respect of INM RBWM customers or New to bank customer for any products and services provided by HSBC are as per the process laid down.
16. 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
17. Necessary remediation steps needs to be undertaken in case if there is any breach or non-adherence to the  policy laid down in the LoBPs
18. Must undertake necessary due diligence to ensure that the nature of the transaction is in sync with the customer profile , else raise it to line manager for further clarification.
19. 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 customer in an effective and polite manner.

Major Challenges

Contributing to the external sales channel’s rapid growth and achievement without compromising on the basic tenets of HSBC i.e. need based sales and adherence to the highest standards of integrity and transparency in its dealings with customers. Handling customer complaints and proactively resolving customer issues.

Management of Risk

• Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.
• Demonstrate leadership on Regulatory & Compliance matters. 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. 

Knowledge & Experience / Qualifications 

2- 5 years prior experience

Graduation is a mandatory

Pro-tip : Familiarity with AI-enabled tools is an advantage 

Eligibility Criteria

• India Bank / INM employees will be eligible to apply to this role after completion of 12 months in the current role/position at the time of application on level transfer and/or promotion.
• Entity Employees (not from India Bank) to be guided by their internal policy on tenure completion in current role at the time of application before applying and share line manager approval once shortlisted
• INM Employees in scope of WPB Career Progression Framework not eligible to apply to roles within the purview of the Framework.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India