Wealth Center Operations Manager

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC, we use our unique expertise, capabilities, breadth and perspectives to open new kinds of opportunity for our more than 40 million customers. We’re bringing 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.

The Wealth Center Operations Manager oversees the operational, service and compliance related activities within the Wealth Center. This individual is responsible for ensuring Wealth Center team members adhere to policies and procedures and support resolution of service issues to drive exceptional customer service. To support these activities, the Wealth Center Operations Manager works closely with the Wealth Center Manager and Field Support Manager to achieve network operational efficiency and operational/ risk control.

As our Wealth Center Operations Manager you will:

• Manage daily operations of the Wealth Center to ensure operational soundness and compliance to policies and procedures
• Collaborate with Wealth Center Managers and staff to maximize usage of Complaint Management System - to steer increases in FCR and 5DR while triaging solutions
• Perform investigations and research as required to resolve escalated issues that arise
• Achieve of Green RAG status for continuous monitoring activities and Wealth Center Review requirements
• Lead remediation activity relating to Customer Due Diligence (CDD) and know your customer (KYC) checks (ie: Periodic Reviews and RFIs)
• Identify areas for improvement and implement corrective actions as necessary
• Ensure WC operating coverage inclusive of transaction processing, lobby management, & operational staff support
• Conduct regular audits and assessments to identify and mitigate operational risks, fraud, and security breaches
• Implement measures to safeguard customer data, maintain confidentiality, and uphold the integrity of banking operations

You´ll likely have the following qualifications to succeed in this role:

• Strong verbal and written communication skills that promote and enable openness with staff, management, internal partners, and external parties
• Chinese language skills are preferred
• Proven leadership and strong managerial, decision making, problem-solving, organizational and time management skills
• Uphold compliance with all relevant internal and external rules, regulations, and procedures; engage others to act responsibly and minimize operational risk and internal control issues
• Sound judgment, keen sense of urgency, and high level of professional and personal integrity
• Exceptional knowledge of the Wealth Center delivery system, bank policies, procedures, and controls as well as products and services offered within the Wealth Center system, related operational activities and pertinent regulations
• Ability to travel as needed

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

Your final fixed pay offer will depend on the candidate and several variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.