AVP, CLM OPERATIONS

HSBC Holdings plc; Hyderabad; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

HSBC Holdings plc in Hyderabad seeks an AVP for CLM Operations to lead a high-performing team, drive KYC/AML excellence, and ensure exceptional customer experiences. You will manage governance, risk, and MI-driven improvements while collaborating across functions.

The role emphasizes coaching, dynamic problem-solving, and strong communication to deliver scalable client service in a regulated environment.

Qualifications

• CIB CLM experience mandatory.
• Strong time management and communication abilities; meet deadlines.
• Demonstrated ability to adapt in a fast-paced environment.
• Collaborative mindset with stakeholder engagement skills.
• Risk management awareness and adherence to policies.

Responsibilities

• Lead, coach, and develop team through regular conversations while driving continuous improvement.
• Drive KYC and AML excellence with Case Managers/Analysts, ensuring accurate reviews and timely requests.
• Deliver high-quality customer experience with a focus on fair treatment of customers.
• Contribute to governance by strengthening policy and risk frameworks and regulatory compliance.
• Utilize management information to identify trends and drive performance improvements.
• Maintain Book of Work and monitor SLAs to ensure timely delivery and progress.
• Engage with clients via digital/telephony channels, delivering clear, professional communication.

Skills

Leadership

Time management

Communication

Problem solving

Risk management

MI analysis

Collaboration

Coaching

Tools

Smartserve

Excel

Word

Outlook

HR Direct

Job description

Job title: AVP, CLM OPERATIONS

• Lead, Coach, and Develop:Take responsibility for guiding and developing team through regular, meaningful conversations. Foster a culture of continuous improvement, supporting both performance and well-being throughout the year.
• Drive KYC and AML Excellence:Support Case Managers/Analysts to ensure all CDD reviews, onboarding, renewals, triggers, and information requests are completed accurately and in line with AML/Sanctions policies and procedures. Champion ongoing improvements in both throughput and quality of remediation, as well as operational management.
• Deliver Outstanding Customer Experience:Consistently provides high-quality, professional experience for our customers, ensuring a seamless transition from prospect to customer. Place fair treatment of customers at the heart of every action, upholding HSBC's commitment to treating customers fairly.
• Enhance Policy and Governance:Contribute to the ongoing evolution of policy and governance frameworks, ensuring robust risk management and regulatory compliance.
• Promote Collaboration and Best Practice:Actively share knowledge and expertise within team and across the wider business, fostering a collaborative culture and spreading best practices.
• Leverage Management Information (MI):Use MI to identify trends, inform business decisions, and drive performance improvements.
• Support Audit and Regulatory Requirements:Assist with the timely implementation of internal and external audit points, as well as addressing issues raised by regulators. Participate in technical training, learning sessions, and team meetings to enhance system knowledge and proficiency.
• Contribute as a Team Player:Work both independently and collaboratively, supporting the wider team to achieve shared goals.

Performance

• Consistently achieves monthly production, quality in line with established KPIs and OKRs.
• Delivers high-quality operational outcomes by meeting or exceeding targets for Service Level Agreements (SLA).
• Proactively monitors performance metrics to ensure continuous improvement and alignment with business goals.

In this role, you will:

• Drive Operational Excellence: Manage and deliver results in a dynamic environment shaped by evolving regulations, ensuring operational performance and client experience remain at the forefront. Proactively analyze client feedback to identify and implement improvements.
• Portfolio Management: Maintain robust Book of Work (BoW) and portfolio oversight, taking timely actions to ensure progress and adherence to required Service Level Agreements (SLA),
• Leverage Bank Systems: Demonstrate proficiency in HSBC's core systems and tools- Smartserve, Excel, Word, Outlook, HR Direct, and other production platforms, adapt to business needs as required.
• Business & Product Knowledge: Apply a strong understanding of various business types, structures, and products relevant to different segments, supporting informed decision-making and client engagement.
• Risk & Compliance: Uphold HSBC's operational risk standards and policies, ensuring strict adherence and timely reporting of any breaches in line with local procedures.
• Financial Crime Risk Awareness: Maintain a thorough understanding of Financial Crime Risk policies, contributing to a secure and compliant operating environment.
• Stay Informed: Keep current with HSBC's international and domestic strategies, capabilities, and policies, as well as external factors - such as economic, cultural, geographical, procedural, and regulatory developments that impact our business.
• Client Communication: Engage with external clients through digital platforms (e.g., Smart Serve) and telephony solutions (e.g., Zoom, Genesys), delivering clear, professional, and effective communication at all times.

To be successful you will:

• CIB CLM Experience : Prior experience of working within CIB CLM is mandatory .
• Strong Time Management & Communication: Demonstrated ability to manage priorities effectively and communicate clearly, ensuring time is used to maximum effect and objectives are met efficiently.
• Dynamic and Resilient: Comfortable working in a fast-paced, ever-changing environment, with a proven track record of adapting to new challenges and delivering results under pressure.
• Collaborative Approach: Ability to work seamlessly with team members, colleagues, stakeholders, and other business segments to maintain and enhance excellent customer service.
• Confident Communicator: Skilled at delivering key messages and information to audiences at all levels, using a variety of communication channels to ensure clarity and engagement.
• Coaching and Development: Experience in providing effective coaching and feedback to help others develop their strengths and achieve their potential.
• Risk Management: Practical understanding of risk frameworks and Line of Business Procedures (LOBP), with the ability to apply these in day-to-day decision-making.
• Problem Solving & Critical Thinking: Strong analytical skills, with the ability to identify issues, evaluate options, and implement effective solutions.

What additional skills will be good to have?

Good to Have Skills and Certifications

• We're looking for candidates who bring more than just technical expertise. The following skills and certifications will set you apart and help you thrive in our dynamic, collaborative environment:

Leadership & People Development

• Proven track record as an effective people leader, with experience developing and motivating high-performing teams.
• Ability to influence, challenge, and strengthen relationships with stakeholders at all levels.
• Experience in developing people and teams to achieve their full potential.

Customer & Stakeholder Engagement

• Consistently delivers high-quality, professional customer experience.
• Demonstrates strong customer centricity and a passion for exceeding expectations.
• Skilled in engaging with customers, stakeholders, and colleagues to drive positive outcomes.

Business Acumen & Performance

• Ability to produce succinct, high-quality outputs suitable for senior executive management and external parties (including regulators and the Skilled Person).
• Experience maximizing business performance through proactive problem-solving and critical thinking.
• Strong management of workload through effective prioritization in a dynamic environment.

Risk & Analytical Skills

• Proficient in the application of risk frameworks and business tool.
• Ability to assimilate and interpret management information (MI) to inform decision-making.
• Demonstrates responsible working practices and sound judgment.

Communication & Collaboration

• Confident communicator with the ability to deliver information clearly and persuasively.
• Experience influencing and challenging stakeholders to achieve the best outcomes.
• Collaborative mindset, succeeding together with colleagues across boundaries.

Hsbc.com/careers

You’ll achieve more at HSBC

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

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