Manage the client onboarding experience, expectations and communications following the completion of the sale by the Relationship Manager (RM). Coordinate the onboarding process, including the collection of client information required to complete the Client Due Diligence (CDD) profile, to the point where the client has an active cash account and channel access.
Engage existing clients in the collection of detailed client information and supporting documentation required for the completion of the CDD profile at all times in the customer lifecycle, including CDD trigger events and reviews as part of global standards.
The role will ensure client expectations are set against defined Service Level Agreements (SLAs) and these SLA’s are visible & managed across all functions.
Impact on the Business
Coordinate the client onboarding cases from initiation to the point
the client cash account is open and HSBC Net channels access has been provided
Manage new to bank client onboarding and existing client CDD process’s to defined SLAs, ensuring any risks to the timescales are escalated to the Team Leader and Relationship Manager
Liaise with the client to gather detailed client information and supporting documentation required to complete the CDD profile
including Financial Crime Risk Review (FCRR) and Know Your Customer (KYC)
Review and check for completeness of CDD information and supporting documentation before submitting the case to CDD Operations for review and approval
Act as a point of escalation for Service Delivery and escalate a case to the Relationship Manager if the client is not cooperating
Customers / Stakeholders
Take ownership for the development of an onboarding plan and the creation of the client application pack
Manage the client experience throughout the onboarding of new to bank clients and the CDD refresh for existing clients; maintaining the highest standard of excellence in customer service and answer client queries as and when they arise
Request and follow-up with the client for outstanding information and documentation; including KYC/CDD and signed account opening documents
Handle requests for additional information from CDD Operations and liaise further with the client as required
Ensure Customer Turn Around Times (TAT) are agreed, and the associated SLA’s are visible and managed with all involved parties
Ensure the client is able to successfully activate the cash account and is in receipt of the ‘tools’ required for channel access
Leadership & Teamwork
Be an active member of the team and a strong team-player
Demonstrate expected core behaviors and values including teamwork, focus, drive and determination
Be flexible and dynamic with support to the wider team
Strong communication both upwards and at peer level
Promote an environment that supports diversity and reflects the HSBC brand.
Operational Effectiveness & Control
Ensure that any data input is dealt with in a timely manner and in the correct and consistent format
Maintain a strong control environment
Maintain an environment in which compliance and risk control are a key performance criteria
Control of workflow processes, adhering to all associated procedures
Actively participate in the development and refinement of the internal control/process environment to optimize the customer service proposition whilst maintaining the above
Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
Complete other responsibilities, as assigned.
The job holder is responsible for delivering a best in class customer onboarding experience, managing the expectations of the customer and all key stakeholders, prioritizing actions and ensuring all service level agreements are met
Size of team to be completed at the local level once the Local CD Implementation Leads have performed capacity planning
Management of Risk
Ensure compliance of both general and anti-money laundering and anti-terrorist financing (AML/ATF) compliance controls as well as operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization.
This will be achieved by consistently displaying the behaviors required by the business and ensure the impact on operational risk is assessed in all that they do.
The jobholder will continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology. This will be achieved by ensuring all actions take account of the probability of operational risk occurring, and by addressing any areas of concern in conjunction with line management and/or the appropriate department
Observation of Internal Controls
Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by following 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 jobholder will implement the Group compliance policy; containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.
This will be achieved by adhering to all relevant processes/procedures and liaising with the Compliance department to review new business initiatives at the earliest opportunity. They will also need to ensure adequate resources are in place and training is provided where required, fostering a compliance culture and optimizing relations with regulators.
Bachelor’s degree or minimum of 2 years of relevant work experience
Commercial banking knowledge
A record of successful accomplishment in providing consistently outstanding customer service.
Language requirements (based on local needs)
Proven track record in a client focused environment
Proven record of delivery within challenging timescales
Stakeholder management (External & Internal)
Good verbal and written communication skills at all levels
Project management skills
Excellent planning, organisation and time management abilities
Ability to be flexible, manage priorities whilst remaining calm under pressure
Receptive to change
Positive ‘can do’ attitude and an ability to take ownership of tasks through to completion
Drive and resilience
Ability to work collaboratively and independently when required
Ability to have difficult conversations
Attention to detail
Ability to prioritise
Ability and willingness to pick-up commercial banking
Diligence in formal written communication
Job Field : Commercial Banking
Primary Location : North America-Canada-British Columbia-Burnaby
Schedule : Full-time Shift : Day Job
Type of Vacancy : Country vacancy
Job Posting : 08-Dec-2016, 15:11:12 Unposting Date : 17-Dec-2016, 02:59:00
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