Associate Vice President Branch Operations

HSBC; Mumbai; On-site; INR 12,00,000 - 16,00,000; Full time

Job summary

A leading global bank in Mumbai seeks an AVP for Branch Operations. This role focuses on customer service management and operational excellence, ensuring compliance and efficient processing of transactions. Candidates must be knowledgeable in banking systems and possess strong leadership skills. The bank prioritizes professional development and a diverse work environment. Applicants should hold a BA or BS degree. Experience in branch banking is preferred.

Benefits

Continuous professional development

Flexible working opportunities

Qualifications

• Thorough knowledge of Banking systems & processes.
• In-depth knowledge of regulations and guidelines.
• Branch Banking experience necessary.

Responsibilities

• Approve/validate customer service requests efficiently.
• Coach team members to improve service delivery.
• Ensure compliance with internal control standards.

Skills

Knowledge of Banking systems

Compliance understanding

Customer service management

Leadership in teams

Education

University (BA) or (BS)

Tools

Digital tools for data capture

Job description

Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC’s purpose of openingup a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Private Banking and Insurance.

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We are currently seeking an experienced professional to join the Centralized Processing Unit – AVP Branch Operations, INM WPB team.

Job Introduction

The Service and Operations job category will be required to undertake a range of customer service management tasks. Activities will include validation and approving the transactions in the core banking system for various customer and Bank initiated requests or instructions, processing of all various activities which support the excellent delivery of service to our customers to support the frontline service journey. The development of efficient processes and activities will be a key activity to drive continuous improvement of service and operations. Coaching and development of team members to support the improvement of knowledge, skills and capability will also be a key element of this role. Also, this role requires to perform multi activities within the team.

Principal Responsibilities

Operations

• The job holder will be required to approve/validate instructions to create, amend, cancel or close existing products or services and/or the administration of products received from various stakeholders.
• Process remediation activity relating to various operational activities.
• Ensure there are no defects while approving instructions or remediations.
• Ensure timely response for the requests received through internal and external stakeholders, customers etc.
• Handle various digital tools like bulk data capture tools, Lite automation tools, macros etc for validation of various servicing requests / instructions as applicable.

Operational effectiveness and control

• Approving /Validating the servicing requests processed by the staff for HSBC Customers in line with the laid down established and documented procedures, regulatory policies
• Coaching and development of colleagues to improve skills and capability
• Use knowledge of products, processes and procedures to address customer needs both through the team and individually.
• Support colleagues to deliver service to customers at first point of contact through the reduction of operational requirements
• Continually evaluate processes and procedures to support improved efficiency and effectiveness of operations
• Development and maintenance of Operational Management Information
• Carry out unit administration activities
• Ensure excellent satisfaction is achieved through leading a team within its remit to consistently deliver excellent service for both internal and external clients

Tasks and responsibilities of the job holder may include some or all of the following:

Management of Risk

• Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.
• Demonstrates leadership on regulatory and compliance matters. Maintains awareness of risk and minimizes the likelihood of it occurring through its identification, assessment, mitigation and control.

Observation of Internal Controls

• Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.
• 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.

Education Qualifications / Certifications and Requirements

• Thorough knowledge of the Banking systems & processes,
• In depth knowledge and understanding of the regulation & guidelines as applicable
• Knowledge of Group Policies and Procedures for audit and compliance
• Branch Banking experience.
• University (BA) or (BS)

Additional Information

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

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