AVP Third Party Governance Controls

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Job Introduction

This role is responsible for providing comprehensive oversight and governance across a range of critical operational and compliance areas for IWPB Contact Centre. The successful candidate will ensure robust control frameworks are in place, drive continuous improvement, and support the organization’s commitment to regulatory compliance and operational excellence

 International Wealth and Premier Banking (IWPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities, and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs.  International Wealth and Premier Banking provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

Principal Responsibilities

This role is responsible for comprehensive oversight of Third-Party Governance and Control activities, ensuring quality assurance, process integrity, and risk management across third parties and global service centers.

Actions:

• Conduct regular quality assurance reviews for Internal & External third parties
• Sales Quality Audit scores: To ensure there are no adverse audit comments and audit recommendations are implemented on time
• Compliance: Monitoring adherence to all sales and compliance requirements which includes Voice log back-up and monthly on-site audits supported by relevant documentation.
• Internal Control Standards: Maintain HSBC internal control standards, implement and observe Group Compliance Policy and maintain awareness of operational risk and minimize the likelihood of it occurring
• Perform process reviews for Contact Centre operations across sites
• Oversee complaint management processes to ensure process SOP are aligned
• Complete and review Location Manager Checklists for compliance
• Coordinate and support internal audit activities
• Track and report adherence to key metrics for Contact Centre operations across sites
• Support the TPEM, Archer and Risk Flo activities to strengthen risk controls and governance
• Responsible for ensuring adherence with the guidelines laid down in the outsourcing line of Business Procedures for existing as well as new vendors which are being on boarded
• Having an oversight on data protection, service level agreements and undertaking annual vendor risk assessment on the vendors for all outsourced activities
• Ensure consistent delivery of the required governance for Contact Centre processes.
• Ensure that Process notes/Training Decks are updated and approved by respective Process Managers in a timely manner to ensure governance
• Compliance with external regulatory requirements, internal control standards and group compliance policy
• Timely implementation recommendations made by internal/external auditors and external regulators

Role Requirements / Education Qualifications / Certifications / Experience:

• Graduate / post-graduate with minimum of 8 years’ experience.
• Sound telesales background which includes experience managing alternate channels
• Total work experience of at-least 5 years with a minimum of 3 years’ experience managing large business independently.
• Good Communication Skills
• People Management skills with an ability to drive and motivate individuals

You’ll achieve more at HSBC.HSBC is 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.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 The Hongkong and Shanghai Banking Corporation Limited, India