Manager Operations

Job Title: Manager Operations

• Role is for the position of Manager Operations in Transfer Agency AML KYC Team in the capacity of an individual contributor or People manager and requirement is to ensure high quality service to the Client ensuring that risks are minimized, and profit is maximized through effective management of costs/resources. Role expectation is also to ensure that process and procedures are continually reviewed, improved, the changes are communicated and implemented effectively. The job also entails checking on internal audits and measures undertaken and regularly reviewed to maintain quality and productivity at the optimum level. Set a high standard of continuous staff motivation and leadership to ensure a good work environment. The job also entails regular interactions with Onshore teams and managing team so that the employee motivation levels are high.

In this role, you will:

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

• Circa 50% to 100% of time spent managing people / direct and indirect reports
• Circa 50%-90% of time spent in processing / technical aspects of the process (as outlined below)
• Lead User Acceptance Testing for the business (as and when required)
• Lead Projects for both Onshore and GSC (based on business objectives, targets and requirement)
• Manage 10 to 12 direct reports, whilst overseeing 20 - 24 headcount of indirect reports, as and when deemed required by business or manage the process as an individual contributor
• Regular liaison with Onshore teams
• Manage transformation and growth
• This role operates in a highly complex and time critical environment and is required to be involved in processing of activities, which includes (but not limited to):
• Checking transactions and activities (depending on business requirement)
• Various Investigations and escalations from Client
• Reconciliation of cash and unit accounts, which includes investigation of breaks (where necessary)
• Management Information Reporting

Business specifications for this role outlined below:

• Product Range / functions would include AML KYC Investor onboarding, Transaction monitoring, Negative news screening to name a few
• 100% involvement in & ownership of process and technical aspects of the business
• Responsibilities depending upon jurisdiction catered to and serviced out of the location(s)
• Flexibility in terms of shift timing to manage multiple jurisdictions & business requirements.

Customers / Stakeholders

• Process productivity and quality targets are set, monitored, and achieved to ensure optimum resource utilization and achievement of business objectives and customer SLA’s
• Drive rigorous and customer centric Quality Campaigns and initiatives to increase Quality awareness in the team.
• Problem situations are proactively identified and resolved to give maximum customer satisfaction and escalated where necessary. Appropriate measures are taken to improve quality and prevent recurrence.
• Establish and maintain effective relationship with the Onshore and other stakeholders and identify areas of service improvements.
• Supporting Transfer Agency Function for multiple jurisdictions.
• Ensure regular and timely interaction with all stakeholders – namely country office teams, NFRO, Product, IT, GPD, AML/FCC Compliance teams, MLRO

AML KYC Specific Responsibilities:

Investor Onboarding & CDD

• Perform Customer Due Diligence (CDD) by collecting and verifying identity documents (e.g., government IDs, proof of address, incorporation certificates) for new mutual fund investors.
• Verify the legal status of corporate entities and identify Ultimate Beneficial Owners (UBOs) to ensure transparency in ownership structures.
• Analyse investor risk profiles based on geography, industry, and transaction patterns.
• Enhanced Due Diligence (EDD) & Risk Assessment
• Execute Enhanced Due Diligence (EDD) for high-risk investors, including Politically Exposed Persons (PEPs) and those from high-risk jurisdictions.
• Investigate and validate the Source of Funds (SoF) and Source of Wealth (SoW) to ensure investment capital is from legitimate origins.

Screening & Monitoring

• Conduct real-time and periodic Sanctions screening against global watchlists (e.g., OFAC, UN, EU) to prevent prohibited transactions.
• Perform Negative News/Adverse Media screening using credible sources to identify potential reputational or legal risks.
• Review and resolve screening "hits," accurately differentiating between false positives and true matches.
• *Periodic Refreshers & Re-KYC
• Manage the "Periodic Refresher" cycle by reviewing existing investor files at scheduled intervals based on their risk rating.
• Initiate Re-KYC processes when triggered by significant changes in an investor’s profile or suspicious activity alerts.

Communication & Query Management

• Act as the primary point of contact for investor queries related to AML/KYC documentation.
• Proactively follow up with investors or internal teams to resolve pending document requests and discrepancies.
• Collaborate with the AML Compliance Officer to escalate suspicious activities.

Leadership & Teamwork

• To plan for allocation/reallocation of resources and process prioritization across the various markets to smoothen the impact of erratic workflows/volumes and leave management by ensuring that a robust cross training plan is in place to multi skill operation teams. 
• Procedural changes/new initiatives are reviewed, agreed with the Country Office, fully communicated to staff and implemented.
• Drive staff development through soft skill training, personal development plans and performance management reviews. Reward and recognize service excellence and keep high staff morale through ‘Celebrating Success’.
• Create an environment where skills and knowledge are openly shared to achieve department and business goals.
• Typically managing 10-12 FTE, dependent on current BAU footprint and projected growth, or manage the process as an individual contributor.
• Stay up to date with any changes to local AML/KYC regulatory requirements that apply to Transfer Agent activities.
• Act promptly to review and update internal procedures following changes to the FIM and/or regulatory requirements, and to address any recommendations raised by auditors.
• Communicate clearly and professionally with clients, fund managers, and other stakeholders, and follow up in a timely manner in line with bank regulations and the code of conduct

Business Impact 

• Given the criticality of the process, transactional volumes, and value of the business overall, this role requires the job holder to execute transactions swiftly and accurately, adhering to the process and FIM guidelines to ensure nil impact to the business. Any exceptions, failures, inaccuracies, or delays could potentially result in any of the following impacts.
• Financial Loss
• Regulatory Impact
• Reputational Damage
• Audit Findings / FIM/GMP Breach
• Increased Operational Risk.

Management of Risk (Operational Risk / FIM/GMP requirements)

• The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.

Observation of Internal Controls (Compliance Policy / FIM/GMP requirements)

• The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.

To be successful you will:

Functional Knowledge

• A post-graduate diploma or degree in any Commerce or equivalent Financial Background. Higher qualification not a bar provided aspirations are commensurate with the position.
• AML KYC and relevant risk certifications.

Experience

• Desirable if experience in management position with exposure to appraisals, counselling, team building and staff development.
• Minimum 5-7 years of Experience in Securities processing environment on AML KYC processes.  Possess relevant Securities background and industry knowledge.
• Possess at least 24 months of Securities experience and Transfer Agency Operations AML KYC (this is a mandatory requirement)
• In the current role for 12 Months

Additional Skills (good to have)

• AML KYC and relevant risk certifications.
• Relevant certification from CISI – Chartered Institute for Securities and Investment Certifications
• Prior experience in Transfer Agency covering processes like Registration, Dealing, Payments & Reconciliation.
• Understanding of Financial Market and Mutual/ Hedge Fund operations desirable.

Others

Skills

• Ability to speak and understand English fluently, writes business letters and reports, good conversational / telephone skills, excellent knowledge of AML KYC and associated risks such as Sanctions.
• Ability to learn quickly, transfers knowledge appropriately, understand and interpret numeric data. Evidence of good analytical, statistical and data mining skills to study trends and make projections.
• Production management skills and ability to initiate process improvements.       
• Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals with strong organization and planning skills along with the ability to handle capacity and MI reporting.
• Initiate cost control measures by achieving resource efficiency and managing overheads.
• Evidence of process management skills with an ability to initiate process improvements.
• Evidence of very good prioritizing, planning, and organizing skills.
• Ability to effectively communicate and implement group policies and procedures.
• Ability to comprehend and minimize operational risks including wide understanding of audit controls and compliance requirements.
• Ability to manage and develop a team staff across a diverse range of processes within an operational environment.
• Ability to maintain control, direction, and motivation of staff in an ever-changing environment.
• Proven experience in change and problem-solving management.
• Evidence of good analytical, statistical and data mining skills to study trends and make projections. Production management skills and ability to initiate process improvements and recognize areas for development.        
• A positive self-starter.
• Ability to manage resources to continually improve customer service and achieve productivity targets.
• Will need to possess good multi-tasking skills and be flexible, as operations will cover multiple teams and time zones
• Strong Collaborative management skills and flexible to working across all shifts in a 22*5 working environment.

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***