Manager Regional MSF Support

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IWPB - Sales, Distribution, and Business Development

Sales, Distribution and Business Development plays a vital role in understanding and meeting customer needs by offering the right solutions through the right channels to the right customer segments.  The team is responsible for implementing distribution strategy, driving the delivery of market leading personal banking customer experiences and thereby maximising customer satisfaction.

Role Purpose

• Provide support to CEP/Premier/Mortgages sales teams in tracking portfolio, lead management & BAU activities
• Support on resolving queries /complaints and liaise with the central teams to ensure resolution

Principal Accountabilities

Financial

1. Facilitate the acquisition team enabling them to achieve targets- Assisting in acquiring processing of opening NTB ( Premier , Advance ) , Cards, PIL & HML
2. HML File processing, Credit Card processing
3. File and form checking for Account Opening
4. Lead Management for CEP CSO, Mortgage DSF, PCM- Assigning and tracking leads, ensuring proper closure in CRMS with apt narration
5. MI Management- MI agreement tracker to be properly maintained
6. Maintaining Daily Report, Sales reports ( YTD / MTD )– Mortgage DSF
7. Maintaining Daily Sales Call Data – PWM , CEP , HML , WSMs, Recruitment Tracker
8. Maintaining data for TPMI Agreements

Customers / Stakeholders

1. Ensure a consistently high level of product and service delivery for relevant customer/sales touch points
2. Develop and maintain good customer relations and ensure effective service delivery
3. Extend support towards reduction in KYC errors, discrepancies
4. Complaint Management- ensuring e-helpline update, closure of complaints before TAT
5. Service Management-IWPs/DC pin/statements not received, request for personal detail change, request for bank details etc.
6. CEP code maintenance, PF reversal requests
7. Monitoring requests for Salary processing done through payments, processing of other ad hoc payments like bonus, incentives etc.
8. AOF checking and maintaining, ensuring proper completeness of forms
9. Compliance with Audit requirements- KYC & NON KYC error rates<3%
10. Resolving KYC & financial discrepancies in HML files
11. Ensuring A/C packets resolution, A/C opening pending resolutions

Leadership & Teamwork

1. Ensuring efficiency in technical and product processes
2. Develop individual competence
3. Develop a collaborative environment with all members of sales team
4. Role model of HSBC Group Values, lead by demonstrating and driving value based culture that imbibes TCF principles in all spheres of RBWM Business. 

Operational Effectiveness & Control

1. Safeguard the bank from potential Loss/ damage.
2. Monitor and implements best practices across the region
3. Complete all mandatory and recommended LMS modules and assessments on time
4. Attend all LDV led classroom trainings for which recommended
5. Ownership of all important registers for stock & float of deliverables , Key , courier , reward vouchers & JD
6. Maintaining stock of stationery, franked legal kits, and local area MIS maintenance
7. Comply to all relevant AML regulations & Global Standards
8. Comply with the applicable laws, regulations, Group and local policy related to Sanctions and AML policy of HSBC while undertaking various day to day operations
9. Remain alert and promptly report to the Sanctions Officer/ INM FCC office/ Line manager ( As applicable and required by  the AML and sanction Policy) if a customer is found to be engaging in sanction evasion activities or violations of AML policy or any other related procedures.
10. Understand the legal responsibility to be vigilant for unusual activity and reporting of the unusual activites
11. Support the Country or Regional FCC AML Office/ AML Investigations by providing additional information when required
12. Responsible for attending and successfully completing the AML and Sanctions related assigned training in the mandated timeframe
13. Understanding the consequences of failing to attend or successfully complete the training as mandated by the AML Education Lead FCC; 
14. Requesting additional AML training that you deem necessary or appropriate to perform your jobs through your entity manager
15. Demonstrate an understanding of PEP acceptance, prohibition, CDD & EDD guidelines in order to ensure that the INM RBWM is fully compliant with the PEP LoBP.
16. Understand the relatively high reputational risk that arises from any perceived weaknesses in controls in respect of substantial cash deposits or withdrawals activity, wire transfer, monetary instruments and pouch and mail

 Knowledge & Experience / Qualifications

• Any Graduate         
• Two years or less

Additional Information

• Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India