Associate Director CIB Conduct and Complaints

       Associate Director CIB Conduct and Complaints

Business Risk Capability Office is a global service provider within CIB Business Risk, CIB COO providing risk management services for CIB customers across markets through our Capability office sites in India, China, Malaysia, Poland, Egypt, and Mexico. Reporting to CIB Risk Governance Capability office, this role will be based out of Bengaluru India.
This role plays a strategic and vital part in managing Regulatory Compliance Risk – Conduct & Complaints and acts as a trusted advisor to the first line of defense (FLoD) of the business and works closely with the Risk Owners and Stewards in active management of business risk and adherence to Business risk framework. The role will be pivotal in leading generative AI / emerging technology to design our current and future conduct & complaints delivery model from the Capability Office. The role holder will have execution accountability of Global Complaints Team for cross-business products. The role holder will lead the team through developing and implementing new strategic outcomes, creating a consistent conduct and complaints operating model across all markets.

Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)

• Accountable leader for end-to-end complaints management, conduct risk frameworks, control assessments, and regulatory engagement within the regions, strengthening ownership and governance.
  Ownership of strategy and execution of Conduct reporting across CIB including MSS.Accountable for operational delivery of Global Complaints Team based in India. GCT currently manages customer complaints via email and shall eventually expand to include phone complaints in subsequent phases.
  Secretariate to governance forums related to Global Complaints and Conduct.Working with Front Line relationship managers across the regions to lead the Global Complaints agenda
  Stakeholder management by providing a single point of contact for Compliance, Risk, Legal, Operations improving responsiveness and decision making.
  Preparation and reporting of conduct and complaints metrics in relevant governance forums for effective decision making.
  Simplification, standardization and automation of dashboards / metrics.
  Analyze and optimize processes eliminating inefficiencies. Design and implement a consistent/standard risk and control monitoring and reporting framework providing insightful reporting to stakeholders.
  Escalating through regional/global/functional leads as necessary to ensure key performance standards are deployed in a consistent manner and sufficiently aligned to the proposed service levels, intervening as necessary to resolve issues and drive performance across teams.Development and tracking OKRs to identify performance trends, interpret outcomes to address areas of concern and to ensure enhancements are made where necessary.
  Actively participating in relevant regulatory change initiatives, compliance, and operational risk related forums / committees 
  Developing and communicating a powerful and compelling vision for Capability office that inspires and engages people with HSBC values and goals as the basis of an inclusive, high performance, customer-centered culture.Developing and deploying individual contributor performance management frameworks to drive efficiencies.Setting expectations, sharing best practice, and managing, monitoring, coaching, and developing leaders to ensure that they enhance their performance and capabilities, while meeting required standards.Setting and maintaining the highest conduct standards across all aspects in Capability office. Collaborating with xLOB colleagues and product partners to ensure a united approach to global service delivery that prioritizes quality on all Business Risk related matters.

Skills

• Minimum 12 years of experience in client management and operations, sales with a focus on risk management.Exposure to building client-facing teams from ground up that provide frontline/client support and relationships.
  Technical Skills: Risk Management Frameworks & Standards (e.g. Basel Accords), Financial Modeling and Analysis, Statistical & Data analysis tools (Python, SQL etc.)Seasoned operational and change leader with extensive experience operating at a senior managerial level within a shared service environment.
  Experienced change leader having collaboration and influencing skills with proven experience of sponsoring complex changes across multiple markets.
  Proficient with risk management and auditing techniques, experience of setting up a function from start to scale.Ability to understand, develop and leverage Generative AI / emerging technology that results in an efficient operating model.
  Awareness of industry wide best in class practices in risk function in a shared services ecosystem.Strong presentation skills, ability to develop clear and succinct presentations and reports for senior management and governance forums. Excellent English writing and spoken skills.
  Ability to observe business, understand pain points and break through legacy systems and processes. Recommend innovative and transformational solutions with strong ROI.
  Outstanding understanding of HSBC Group structures, values, behaviours, processes and objectives.

Hsbc.com/careers

You’ll achieve more at HSBC

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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 HSBC Electronic Data Processing (India) Private LTD***

Hsbc.com/careers

You’ll achieve more at HSBC

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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 HSBC Electronic Data Processing (India) Private LTD***