Description
Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC, we use our unique expertise, capabilities, breadth, and perspectives to open up new kinds of opportunity for our more than 40 million customers.
The Wealth Center Operations Manager oversees operational, service and compliance-related activities within the Wealth Center. This role helps protect customers and the bank by ensuring policies and procedures are followed consistently while service issues are resolved effectively.
You’ll partner closely with the Wealth Center Manager and Field Support Manager to improve network operational efficiency and operational and risk control. Success looks like smooth daily operations, timely resolution of escalations and strong outcomes across monitoring and review requirements.
Responsibilities:
- Manage daily Wealth Center operations to ensure operational soundness and compliance with policies and procedures
- Collaborate with Wealth Center Managers and staff to maximize use of the Complaint Management System to improve First Contact Resolution (FCR) and 5 Day Resolution (5DR) while triaging solutions
- Perform investigations and research to resolve escalated issues that arise
- Deliver Green Red-Amber-Green (RAG) status for continuous monitoring activities and Wealth Center Review requirements
- Own remediation activity relating to Customer Due Diligence (CDD) and know your customer (KYC) checks including Periodic Reviews and Requests for Information (RFIs)
- Identify areas for improvement and implement corrective actions as needed
- Ensure Wealth Center operating coverage including transaction processing, lobby management, and operational staff support
- Conduct regular audits and assessments to identify and mitigate operational risks, fraud, and security breaches
- Implement measures to safeguard customer data, maintain confidentiality, and uphold the integrity of banking operations
Requirements:
- Demonstrate strong verbal and written communication that promotes openness with staff, management, internal partners, and external parties
- Bring proven people management experience, decision-making and structured problem-solving in an operations environment
- Apply strong organizational and time management skills to deliver consistent day-to-day execution
- Uphold compliance with relevant internal and external rules, regulations and procedures and reinforce responsible actions that reduce operational risk and internal control issues
- Use sound judgment and a clear sense of urgency while maintaining professional and personal integrity
- Bring exceptional knowledge of the Wealth Center delivery system, bank policies, procedures and controls and the products and services offered within the Wealth Center system, related operational activities and relevant regulations
Benefits:
- Competitive pay and benefits package
- Robust Wellness Hub
- Welcoming and inclusive work environment
- Industry-leading volunteerism policy
- Generous matching gift program
- Comprehensive program of immersive Sustainability and Climate Change Initiatives