International Exclusive Case Manager

Job description

Group Entity:

Service Delivery

Role Profile Date:

Role Title:

International Exclusive Case Manager

GHRS Job Code:

New or Existing Role? New Existing (Role upgrade)

Role Holder's Name ( for more than one, note “multiple” )

Current Global Career Band:

7

Multiple

Proposed Global Career Band:

Line Manager's Name, Role Title & Code ( p lus Functional reporting lines, if a ny)

GHRS Job Code:

Business/Function

& Location:

(Country/Department)

RBWM, International Client Onboarding, GuangZhou, China

Role Purpose (overall high level summary of the role)

The jobholder works very closely with Premier teams across boundaries, and plays a key role in ensuring setting up of international banking accounts, and delivery of premier proposition. The key responsibilities include :

- Manage the End to End International Account Opening Journey and Customer Onboarding Experience for the Premier Customers

- Manage all processing in relation to the Account Opening requirements

- Ensure audit & compliance as per global standards

- Manage communication between account opening & compliance teams for facilitating journey for Premier Clients.

- Ensure high quality operational results – CSAT, TAT, etc resulting out of seamless communication & execution

Principal Accountabilities: Key activities and decision making areas

Typical Targets and Measures

Impact on the Business:

- Review referral originating from multiple sources for existing premier clients requesting international account in another selected market.

- Ensure needs analysis is completed for customer requirements in the new market

- Maintaining the required contact frequency with customers & being the single point of contact

- Bridge the relationship bridge during the transition period

25%

Customers / Stakeholders :

Manage the service proposition for the premier customers

- By ensuring that the basic Premier Proposition and benefits within Pillar 1 & 2 are offered to all Premier customers including International Customers (8 Global Service Standards in particular)

- Maintain hygiene of the Department and the Premier centre as per Global Premier standards

- Ensure the Service TATs for the premier clients are adhered to;

- Enhance customer experience on cross border account opening;

- In cases of emergency, ensure total efficiency in terms of assistance to customers – local / global;

- Deal effectively and professionally with the queries related to account opening documentation, country specific requirements and guidance on filling the forms from specific locations across the HSBC Group;

- Escalate all pending actions from receiving countries which are not actioned for more than 48 hours. Lateral thinking beyond procedures to resolve issues for better customer experience

Improve completeness of customer data

- Data completeness to be 100% for new accounts opened.

- Ensure 100% accuracy on all KYC and NON KYC documentation and processing of customer instructions

- Ensure all entries captured on WMS are error free. Ensure daily reporting is completed.

20%

15%

Leadership & Teamwork :

Demonstrate Teamwork and Leadership Qualities proactively

- Coordinate with Incoming and Outgoing RMs to ensure and manage Premier TAT / customer expectations

- To act as a mentor to the new joinees and pro-actively share learning's and can be considered or step-up maybe as a SME;

- Manage Premier relationship during the transition phase in terms of new banking set-up in another country, involving various stakeholders in the most feasible manner, making a pleasant customer experience;

- Interact with different teams namely RM's, Client Liaison teams, Account opening, KYC to negotiate / resolve the issues and work towards quick closure of the referral;

- Effectively monitor all assigned referrals and ensure all actions pending with different teams in the bank are completed as quickly as possible;

- Effectively monitor the cases and capture the details on chasers sent out by requestor.

-

20%

Operational Effectiveness & Control :

Protect Bank's interest and ensure compliance to regulatory and internal guidelines

- Quality check of the document packs, before submitting to Account Opening team, ensuring highest standards of Input Quality are met;

- Satisfactory audit rating (GAA & FPS)

- Minimum concurrent audit comments, with on-time resolutions;

- Ensure NIL frauds for any case sourced / handled by the branch;

- To implement the Group Compliance Policy by, ensuring adequate compliance training, fostering a compliance culture and optimizing relations with regulators;

- Ensure all operations, regulatory and processing related instructions / mails from Business Partners (various countries) are complied with;

- Adherence to the laid down systems for lead referrals, follow-up and closures;

- Activity levels to meet the prescribed benchmark performance levels, with NIL issues on disciplined usage of the available systems;

- Adhere to various SLA's set up in the process i.e, task level, milestone level and end to end) to ensure there is nil impact on end customer;

- Understanding and adherence to laid down policies on AML, KYC, Sanctions, FATCA, and other Due Diligence items.

20%

Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities)

The most significant challenge in the role is ensuring the highest standards of customer service in terms of timeliness and customer experience, as these are key services that also differentiate the bank's offerings to customers and will accordingly impact customer loyalty and future business customer intends to do with HSBC.

Enhancing customer confidence in the bank's Global Premier proposition by ensuring a complete ownership in setting up international banking for the customers across boundaries, and above all a smooth transition for the customers as a Relationship Manager, with an effective communication with the customer, and other stakeholders.

Given the growth aspirations of the RBWM business, the jobholder is required to play the critical role of delivering on the unique pillars of Premier Proposition offering international banking to our customers, in a highly challenging and competitive market.

The said role requires to balance customer servicing activity along with new relationship set-up, while ensuring minimum attrition in the existing portfolio, coupled with over-all growth in the customer relationship through enhanced service and relationship management standards.

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

The principal regulations under which the jobholder operates include the BIM, FIM and local regulations issued from time to time by the various countries with which IBC deals. The job is that of a banking and service specialist. He/she will be responsible for liasing with referred customer meetings, identifying customer needs and accordingly assist the customers to start new banking relationships across geographies, in line with laid down guidelines. He/she is expected to be an excellent team player with effective communication skills, extremely patient, calm and a go-getter.

Management of Risk (Operational Risk / FIM requirements)

Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section B.1.2 of the Group Operations FIM.

Observation of Internal Controls (Compliance Policy / FIM requirements)

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 optimizing relations with regulators

Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget. in USD'000 )

· 3 years plus experience in an active customer interface role, with proven track-record;

· Excellent oral and written English

· Has exceptional and updated knowledge of Banking products, systems and processes;

· Is well organized and depicts professional image;

· Displays extra-ordinary Business focus and customer orientation and provides exemplary service;

· Is self motivated and has the drive to overachieve on goals and targets set out. Fast learner. Can work independently.

Headcount reporting to this role

Direct:

Indirect:

Total:

Knowledge & Experience / Qualifications (For the role – not the role holder. Minimum requirements of the role.)

A. Secondary School B. University (BA) or (BS) C. Post Graduate (Masters)

A. Two years or less B. Two to five years C. Five to ten years D. Over ten years

Desired profile

Qualifications :

Group Entity:

Service Delivery

Role Profile Date:

Role Title:

International Exclusive Case Manager

GHRS Job Code:

New or Existing Role? New Existing (Role upgrade)

Role Holder's Name ( for more than one, note “multiple” )

Current Global Career Band:

7

Multiple

Proposed Global Career Band:

Line Manager's Name, Role Title & Code ( p lus Functional reporting lines, if a ny)

GHRS Job Code:

Business/Function

& Location:

(Country/Department)

RBWM, International Client Onboarding, GuangZhou, China

Role Purpose (overall high level summary of the role)

The jobholder works very closely with Premier teams across boundaries, and plays a key role in ensuring setting up of international banking accounts, and delivery of premier proposition. The key responsibilities include :

- Manage the End to End International Account Opening Journey and Customer Onboarding Experience for the Premier Customers

- Manage all processing in relation to the Account Opening requirements

- Ensure audit & compliance as per global standards

- Manage communication between account opening & compliance teams for facilitating journey for Premier Clients.

- Ensure high quality operational results – CSAT, TAT, etc resulting out of seamless communication & execution

Principal Accountabilities: Key activities and decision making areas

Typical Targets and Measures

Impact on the Business:

- Review referral originating from multiple sources for existing premier clients requesting international account in another selected market.

- Ensure needs analysis is completed for customer requirements in the new market

- Maintaining the required contact frequency with customers & being the single point of contact

- Bridge the relationship bridge during the transition period

25%

Customers / Stakeholders :

Manage the service proposition for the premier customers

- By ensuring that the basic Premier Proposition and benefits within Pillar 1 & 2 are offered to all Premier customers including International Customers (8 Global Service Standards in particular)

- Maintain hygiene of the Department and the Premier centre as per Global Premier standards

- Ensure the Service TATs for the premier clients are adhered to;

- Enhance customer experience on cross border account opening;

- In cases of emergency, ensure total efficiency in terms of assistance to customers – local / global;

- Deal effectively and professionally with the queries related to account opening documentation, country specific requirements and guidance on filling the forms from specific locations across the HSBC Group;

- Escalate all pending actions from receiving countries which are not actioned for more than 48 hours. Lateral thinking beyond procedures to resolve issues for better customer experience

Improve completeness of customer data

- Data completeness to be 100% for new accounts opened.

- Ensure 100% accuracy on all KYC and NON KYC documentation and processing of customer instructions

- Ensure all entries captured on WMS are error free. Ensure daily reporting is completed.

20%

15%

Leadership & Teamwork :

Demonstrate Teamwork and Leadership Qualities proactively

- Coordinate with Incoming and Outgoing RMs to ensure and manage Premier TAT / customer expectations

- To act as a mentor to the new joinees and pro-actively share learning's and can be considered or step-up maybe as a SME;

- Manage Premier relationship during the transition phase in terms of new banking set-up in another country, involving various stakeholders in the most feasible manner, making a pleasant customer experience;

- Interact with different teams namely RM's, Client Liaison teams, Account opening, KYC to negotiate / resolve the issues and work towards quick closure of the referral;

- Effectively monitor all assigned referrals and ensure all actions pending with different teams in the bank are completed as quickly as possible;

- Effectively monitor the cases and capture the details on chasers sent out by requestor.

-

20%

Operational Effectiveness & Control :

Protect Bank's interest and ensure compliance to regulatory and internal guidelines

- Quality check of the document packs, before submitting to Account Opening team, ensuring highest standards of Input Quality are met;

- Satisfactory audit rating (GAA & FPS)

- Minimum concurrent audit comments, with on-time resolutions;

- Ensure NIL frauds for any case sourced / handled by the branch;

- To implement the Group Compliance Policy by, ensuring adequate compliance training, fostering a compliance culture and optimizing relations with regulators;

- Ensure all operations, regulatory and processing related instructions / mails from Business Partners (various countries) are complied with;

- Adherence to the laid down systems for lead referrals, follow-up and closures;

- Activity levels to meet the prescribed benchmark performance levels, with NIL issues on disciplined usage of the available systems;

- Adhere to various SLA's set up in the process i.e, task level, milestone level and end to end) to ensure there is nil impact on end customer;

- Understanding and adherence to laid down policies on AML, KYC, Sanctions, FATCA, and other Due Diligence items.

20%

Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities)

The most significant challenge in the role is ensuring the highest standards of customer service in terms of timeliness and customer experience, as these are key services that also differentiate the bank's offerings to customers and will accordingly impact customer loyalty and future business customer intends to do with HSBC.

Enhancing customer confidence in the bank's Global Premier proposition by ensuring a complete ownership in setting up international banking for the customers across boundaries, and above all a smooth transition for the customers as a Relationship Manager, with an effective communication with the customer, and other stakeholders.

Given the growth aspirations of the RBWM business, the jobholder is required to play the critical role of delivering on the unique pillars of Premier Proposition offering international banking to our customers, in a highly challenging and competitive market.

The said role requires to balance customer servicing activity along with new relationship set-up, while ensuring minimum attrition in the existing portfolio, coupled with over-all growth in the customer relationship through enhanced service and relationship management standards.

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

The principal regulations under which the jobholder operates include the BIM, FIM and local regulations issued from time to time by the various countries with which IBC deals. The job is that of a banking and service specialist. He/she will be responsible for liasing with referred customer meetings, identifying customer needs and accordingly assist the customers to start new banking relationships across geographies, in line with laid down guidelines. He/she is expected to be an excellent team player with effective communication skills, extremely patient, calm and a go-getter.

Management of Risk (Operational Risk / FIM requirements)

Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section B.1.2 of the Group Operations FIM.

Observation of Internal Controls (Compliance Policy / FIM requirements)

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 optimizing relations with regulators

Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget. in USD'000 )

· 3 years plus experience in an active customer interface role, with proven track-record;

· Excellent oral and written English

· Has exceptional and updated knowledge of Banking products, systems and processes;

· Is well organized and depicts professional image;

· Displays extra-ordinary Business focus and customer orientation and provides exemplary service;

· Is self motivated and has the drive to overachieve on goals and targets set out. Fast learner. Can work independently.

Headcount reporting to this role

Direct:

Indirect:

Total:

Knowledge & Experience / Qualifications (For the role – not the role holder. Minimum requirements of the role.)

A. Secondary School B. University (BA) or (BS) C. Post Graduate (Masters)

A. Two years or less B. Two to five years C. Five to ten years D. Over ten years