Assistant Manager - Video Customer Identification Process - 6 Months FTC at HSBC Securities Services Luxembourg

Mumbai, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

29 May, 26

Salary

0.0

Posted On

28 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Video KYC, Compliance, AML Regulations, Customer Due Diligence, Communication Skills, Teamwork, Problem Solving, Time Management, Quality Assurance, Operational Risk Management, Process Adherence

Industry

Financial Services

Description

Some careers open more doors than others. If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. Description The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (COVID-19), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have. Some careers open more doors than others. If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. Role Purpose Handles general customer contacts in a contact centre environment typically on a Multiple products and or proposition. Provides high quality service to achieve maximum customer satisfaction by ensuring the completion of VCIP journey at first contact, where possible. Takes ownership and initiative to complete steps involved for resolution. Responsible for achieving individual key performance indicators whilst maintaining quality and compliance. Principal Accountabilities Impact on the Business Video KYC enable customers to submit their KYC information through a video call from any place of their convenience ensuring compliance, faster on-boarding and minimize time to revenue. Video KYC facilitates in improving the customer experience while saving on KYC cost. Customers / Stakeholders Provides excellent customer service to customers by face to face interaction with trained official to expedite the KYC process. Leadership & Teamwork Acts as a role model for our Group Values and Behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values Values diversity amongst team Operational Effectiveness & Control Maintains HSBC internal control standards Complete all mandatory and recommended LMS modules on time Comply to all relevant AML regulations & Global Standards Performing Customer Due Diligence as per the laid down guidelines in SOP. Major Challenges Changing performance parameters (e.g. Scorecard changes) Understanding updates on procedural changes and compliance Achieving customer excellence in every contact Role Context The role operates within a WPB and interacts with HSBC local customers, the post holder must have the ability to deal with different process, where applicable Management of Risk 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 4 of the Group Operations FIM. Observation of Internal Controls Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner. Fosters a compliance culture within the team, managing compliance risk and ensuring that the necessary training is completed. Optimizes relations with regulators. Role Dimensions The role is not authorized for any approvals outside of system allotted entitlements Qualifications Minimum Graduation or as required for the role, whichever is higher Must be proficient language(s) required by the process Open to working flexible shifting schedules Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development Takes pride in delivering what is promised in line with the customer and service expectations Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order Ability to work in a high-volume, fast paced environment is required Proficiency with personal computers and basic software packages and specialised applications Excellent communication skills and is polite and friendly at all times Displays patience and empathy 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. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. Issued by The Hongkong and Shanghai Banking Corporation Limited, India Bottom of Form Read More

Responsibilities

This role involves handling general customer contacts in a contact centre, focusing on completing the Video Customer Identification Process (VCIP) journey during the first contact to ensure high-quality service and customer satisfaction. The incumbent is responsible for achieving individual key performance indicators while strictly maintaining quality and compliance standards.