Assistant Manager - Video Customer Identification Process - FTC 6 months

HSBC; Mumbai; On-site; INR 350,000 - 550,000; Full time

Job summary

HSBC India is seeking a customer contact center professional to handle frontline inquiries across multiple products, delivering high quality service and guiding customers through the VCIP journey at first contact wherever possible.

You will take ownership to resolve issues, adhere to AML standards, complete mandatory training, and contribute to meeting individual KPIs in a fast-paced, compliance-driven environment.

Qualifications

• Minimum Graduation or higher as required by the role.
• Proficient in language(s) required by the process.
• Willing to work flexible shifting schedules.
• Customer-centric approach with ability to work in a team.
• Strong attention to detail and process compliance.

Responsibilities

• Handle general customer contacts in a contact centre environment for multiple products.
• Provide high quality service to maximize customer satisfaction and complete the VCIP journey at first contact when possible.
• Take ownership to complete steps required for issue resolution.
• Achieve individual KPIs while maintaining quality and compliance.

Skills

Excellent communication skills

Patience and empathy

Customer-centric mindset

Team collaboration

Adaptability to changing processes

Education

Graduation or higher

Tools

Computers & basic software

AI-enabled tools

Job description

Role Purpose

Handles general customer contacts in a contact centre environment typically on a Multiple products and or proposition. Provides high quality service to achieve maximum customer satisfaction by ensuring the completion of VCIP journey at first contact, where possible. Takes ownership and initiative to complete steps involved for resolution. Responsible for achieving individual key performance indicators whilst maintaining quality and compliance.

Principal Accountabilities

Impact on Business

• Video KYC enables customers to submit their KYC information through a video call from any place of convenience ensuring compliance, faster on-boarding and minimizing time to revenue.
• Video KYC facilitates improving the customer experience while saving on KYC cost.

Customers / Stakeholders

• Provides excellent customer service to customers by face-to-face interaction with trained official to expedite the KYC process.

Leadership & Teamwork

• Acts as a role model for our Group Values and Behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values
• Values diversity amongst team

Operational Effectiveness & Control

• Maintains HSBC internal control standards
• Complete all mandatory and recommended LMS modules on time
• Comply to all relevant AML regulations & Global Standards
• Performing Customer Due Diligence as per the laid down guidelines in SOP.

Major Challenges

• Changing performance parameters (e.g. Scorecard changes)
• Understanding updates on procedural changes and compliance
• Achieving customer excellence in every contact

Role Context

• The role operates within a IWPB and interacts with HSBC local customers, the post holder must have the ability to deal with different processes, where applicable

Management of Risk

• 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 4 of the Group Operations FIM.

Observation of Internal Controls

• Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.
• Fosters a compliance culture within the team, managing compliance risk and ensuring that the necessary training is completed.
• Optimizes relations with regulators.

Role Dimensions

• The role is not authorized for any approvals outside of system allotted entitlements

Qualifications

• Minimum Graduation or as required for the role, whichever is higher
• Must be proficient language(s) required by the process
• Open to working flexible shifting schedules
• Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
• Take pride in delivering what is promised in line with the customer and service expectations
• Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order
• Ability to work in a high-volume, fast paced environment is required
• Proficiency with personal computers and basic software packages and specialised applications
• Excellent communication skills and is polite and friendly at all times
• Displays patience and empathy

Additional Notes

Familiarity with AI-enabled tools is an advantage.

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

As an employee, you are required to perform your duties in a professional capacity exercising independent judgement, discretion and decision-making authority in planning, organising, directing work, supervising and appraising the work of team members, as applicable; and taking accountability for delivery outcomes. You will represent the organization with relevant internal and external stakeholders. You will allocate and prioritize work, provide direction and feedback, manage team capacity and leave in line with policy as applicable.

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