Client Lifecycle Management SME

Some career choices have more impact than others.

At HSBC our purpose is to Open up a World of Opportunity. We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity. We bring together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

As an HSBC employee in New Zealand, you’ll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture and a range of employee benefits. These include market-leading subsidised private health cover, enhanced parental pay and support when returning to work, subsidised banking products and services, bonus leave days and wellness programmes including discounted gym membership.

Manage the new-to-bank, CDD renewal and trigger book of work for CIB New Zealand to ensure adherence with AML policy and procedures and achievement of onboarding Objectives and Key Results (OKRs). You’ll coordinate onboarding, renewal and trigger activities end-to-end, working closely with Client Lifecycle Management teams in the Global Service Centre (GSC) to deliver timely, high-quality outcomes in line with agreed SLAs/PLAs. You’ll collaborate with local, regional and global stakeholders to drive continuous improvement, manage escalations, and support audit and policy-related activity across the client lifecycle process.

Responsibilities:

• Coordinate onboarding, CDD renewal and trigger activities for CIB New Zealand.
• Liaise with GSC Client Lifecycle Management teams to ensure timely completion of work in line with agreed SLAs/PLAs.
• Monitor quality of output from CLM teams and ensure standards and service levels are met.
• Provide oversight of the GSC in accordance with the Third-Party Management framework.
• Deliver and implement process changes in the GSC in line with local and global direction.
• Monitor performance against onboarding OKRs and develop action plans where performance is off track.
• Manage complaints and escalations from customers and stakeholders relating to Client Lifecycle Management.
• Host and chair monthly governance calls with the GSC team, raising risks and issues with proposed solutions.
• Support business lines with KYC-related changes, updates and checks based on revisions.
• Act as point person for audit requests relating to client lifecycle processes and file requests.
• Provide feedback to the Policy Advisory Lead (PAL) and Business Financial Crime Risk (BFCR) on policy/procedure changes and clarifications.
• Review thematic findings from checking processes and drive action plans to address issues.

Requirements:

• Detailed understanding of CDD Line of Business Procedures, Guidance Addenda and the New Zealand AML program.
• Strong customer and stakeholder engagement skills, with the ability to manage multiple stakeholders and conflicting priorities.
• Strong understanding of bank systems and platforms, including (but not limited to) CRT, AI and HUB.
• Strong analytical skills, including assessing customer behaviour (e.g., account activity) and screening results.
• Ability to write succinctly when escalating to stakeholders and drafting risk support statements.
• Experience delivering against onboarding pipelines and timelines.
• Detailed understanding of bank operational processes.
• High awareness of regulatory and compliance matters, with the ability to identify, assess, mitigate and escalate risks appropriately.

Preference will be given to candidates who hold New Zealand PR / Citizenship or Australian Citizenship, or who can demonstrate current unrestricted work rights in New Zealand without limitations.

We value different perspectives, we succeed together, collaborating across boundaries, we take responsibility, holding ourselves accountable to get things done. Through these values, HSBC is committed to building a culture where all employees are appreciated and respected and where opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow in an inclusive environment. Applications from First Nations peoples are encouraged.

You’ll achieve more at HSBC.  Learn more about careers at HSBC New Zealand – https://www.about.hsbc.co.nz/careers

HSBC takes pride in a diverse and inclusive working environment that sees our people benefit from mentoring, flexible working and the support of Employee Resources Network Groups.  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.