Assistant Manager OI

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We are currently seeking an experienced professional to join the <International Corridor> team.  

Job Introduction:

The role holder will be responsible for the Banking proposition management initiatives, with a primary focus on performance management. 

The NRI business seeks to enhance the Group’s share of wallet from the Non-Resident Indian (NRI) community.  

The key focus of this role is to enhance the customer experience ensuring International Service standards are high, and by joining up with overseas entities in key markets to make HSBC more relevant to the NRI community.    

The key focus of this role is to develop, grow and establish the NRI Proposition, by significantly increasing the International Customer base (NRI/PIO) in INM through varied activities such as identifying new geographies to implement the NRI business model, introducing new models for customer acquisition overseas.  

• To manage cross border proposition and process 

• To own client life cycle management and client communication to increase client experience 

• To drive business metrics and delivery through branches, contact center and RMs. 

• To work closely with overseas HSBC entities, teams and branches to enhance the International proposition.   

• To work closely with control, compliance, operations etc., teams to create/enhance customer journeys, processes, product offering in adherence to cross border framework and local regulatory guidelines.  

• Manage BAU activities, reporting’s, control checks etc. 

• To conduct portfolio analytics to drive business objectives and efficacy across channels  

• Stakeholder management is a key to the role requirement both global as well as local. Strict adherence with Group strategy/policies, managing approvals/changes & maintain operational control. 

• To be open, connected, and dependable and act with courageous integrity at all times. Full compliance with internal policies, procedures and compliance requirements 

Role Context 

HSBC is one of the largest foreign Banks in India with a strong personal banking franchise and considerable brand equity. Our main competition is from other foreign Banks like Citibank, Standard Chartered and also strong competition from Private Indian Banks like ICICI Bank. NRI customers are a very attractive target for deposits, home loans and investment products. To leverage on this, the Group seeks to facilitate the easy delivery of NRI banking services from country to country for our valued HSBC Premier, existing and prospective customers, against a backdrop of increasing competition for this customer segment. As the VP NR Channels the jobholder is expected to demonstrate the following characteristics: 

• Enhancing customer experience by ensuring that International Service standards are high, and by joining up with overseas entities in key markets to make HSBC more relevant to the NRI community.
• Initiating and overseeing various business development initiatives targeting new customer acquisition, 
• Responsible for driving initiatives for improvement in processes and operations with the aim of strengthening operational controls and carrying out process improvements.
• Ability to interact with relevant functional departments (Compliance, Legal, Marketing and Product areas)
• Insightful understanding of local competitor strategies.
• Ability to position and differentiate the NRI Proposition from competitors. 

The jobholder has to liaise with various departments and functions to identify the service gaps and set timeframes for addressing the issues, in order to deliver better service and to optimize results for maximum benefit to the customer. The jobholder has to coordinate with various NRCs overseas to ensure that each one of them operates as per the prescribed operations/service standards. 

The job holder has to ensure quick resolution of the escalated complaint cases from NRI customers by coordinating with multiple units. 

Another crucial challenge is to leverage the Group network and significantly increase the NRI footprint in a highly competitive and dynamic environment with established players.  

The jobholder is expected to proactively take steps to ensure that productivity is kept high, costs are kept low and customers are satisfied with the service delivery and product offering. 

Skills as pre-requisites: 

• Ensure timely implementation of internal and external audit points together with any issues raised by external regulators
• Identify and implement relevant compliance guidelines, foster a compliance culture.
• Revising the account opening forms and other marketing collaterals to ensure compliance with existing group guidelines / regulatory requirements
• Understand cross border compliance issues and ensure compliance.
• Mandatory requirements for Cross Border guidelines to be reiterated to the frontline, to ensure adherence at all times. Conducting sample checks and necessary quality checks for call recording and monitoring. Share learnings/feedbacks with frontline. 

Principal Responsibilities: 

Control 

The jobholder will adhere to, and be able to demonstrate adherence to, internal controls and will implement the Group compliance policy by adhering to all relevant processes/procedures.  

The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply. 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.  

The following statement is only for roles with managerial or specific Compliance responsibilities 

The jobholder will implement measures to contain compliance risk across the business area. This will be achieved by liaising with Compliance department about business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators. 

• Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner. 

• Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.  Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimising relations. 

Conduct 

• Management of conduct is a critical component of all our business activities including, for example, the Group’s strategy and business models, our culture and behaviors, our interaction with customers, our financial markets operations, and our governance and oversight processes.
• HSBC's approach to conduct is designed to ensure we deliver fair outcomes for our customers and do not disrupt the orderly and transparent operation of financial markets.
• Focus on conduct is integral to HSBC’s values and principles, and supports the Group’s strategy for sustainable growth and streamlining of business processes and procedures.   

HSBC has defined the Global Outcomes relating to Conduct which must be delivered by Global Lines of Business, HOST and the Global Functions. The 15 Global Outcomes are located within the document in this link: 

Global Risk FIM / Regulatory Compliance / B.25 Global Conduct Policy 

1. Whilst all 15 Global Outcomes apply across the organisation, there are more dominant or relevant Outcomes which relate to specific roles. Below is an indicative guide to show which Outcomes are more likely to apply to this job description. All roles within the organisation should adhere to the Outcomes and the local regulatory standards and requirements relating to the markets in which they operate. It is mandatory that the conduct outcomes are included in the profiles and must not be amended. 

Operational Effectiveness & Control 

• Ensure timely implementation of internal and external audit points together with any issues raised by external regulators
• Identify and implement relevant compliance guidelines, foster a compliance culture.
• Revising the account opening forms and other marketing collaterals to ensure compliance with existing group guidelines / regulatory requirements
• Understand cross border compliance issues and ensure compliance.
• Mandatory requirements for Cross Border guidelines to be reiterated to the frontline, to ensure adherence at all times. Conducting sample checks and necessary quality checks for call recording and monitoring. Share learnings/feedbacks with frontline. 

Education Qualifications / Certifications and Requirements : 

• Minimum University (BA) or (BS)  

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India