Client Onboarding Team Leader

HSBC Holdings plc; Hyderabad; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

HSBC Holdings plc in Hyderabad, India seeks a Client Onboarding Team Leader to manage a team supporting mortgage onboarding and servicing across origination, servicing and closure stages. You will ensure accuracy, audit and compliance, and proactive issue resolution to sustain service levels.

You will oversee large teams, drive performance, build partnerships with stakeholders, and promote continuous process improvements while maintaining high customer service standards in a fast-paced

Qualifications

• Mortgage Onboarding & Servicing process experience (E)
• At least 5 years in a management position and experience managing large teams (E)
• Strong implementation skills and stakeholder management
• Excellent Written and Verbal communication (E)
• Exceptional leadership and organizational skill (E)
• Proficient in Microsoft Office applications (Words, Excel, PowerPoint)
• Graduate in any discipline minimum (E)
• Strong Planning and Organizing skills (E)
• Excellence in delivering Customer Service (E)
• Knowledge of Mortgage as Product and End to End journey from Onboarding, Servicing & Closures (E)
• Ability to work under pressure with very challenging deadlines (E)
• Self-driven / Quick learner (E)
• Proven track record of focus on Quality and Customer Service
• Ability to understand and interpret numeric data (E)
• Knowledge of Group compliance policy and Operational Risk (E)

Responsibilities

• Oversee mortgage onboarding and servicing processes.
• Ensure audit and compliance adherence.
• Manage and provide general oversight to AMOs & ICs.
• Monitor day-to-day operations and address issues affecting performance.
• Meet productivity and accuracy targets per process metrics.
• Lead team meetings and sustain team spirit.
• Support AVP with day-to-day operations.
• Uphold group policies and risk controls.

Skills

Stakeholder management

Communication skills

Leadership

Analytical skills

Planning skills

Customer service

Work under pressure

Self-motivated

Education

Graduation in any discipline

Tools

Microsoft Office

Job description

Job Title: Client Onboarding Team Leader

• The role operates within Secured Lending (Mortgages), part of International Wealth and Personal Banking (IWPB) Operations which is the largest business service within operations and employs more than 10,500 colleagues in 39 countries. It supports the delivery of end-to-end digital journeys for customers in line with the Retail Banking and Wealth Management (RBWM) and Global Private Bank (GPB) Strategic Business Objectives.
• Our Global Service Centres handle 75 per cent of the in-house activity involved in processing mortgages. English-speaking markets are handled by teams located in Hyderabad and Kolkata.
• This is a Manger of Mangers role that manages a team that support processing of applications and transactions across the Mortgage Life Cycle (Origination, Servicing and Closure of Mortgage Loans)

In this role, you will:

Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)

• Ensure complete and accurate adherence to audit and compliance requirements.
• Manage and provide general oversight to AMO’s & IC’s.
• Effectively and efficiently Manage day to day resource, operational challenges and prepare a first level analysis of issues that may be affecting team performance.
• Actively manage performance for AMO’s and their respective teams to maintain a high level of accuracy and compliance with statutory and service level requirements.
• Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
• Work independently, complete assigned tasks accurately within the established timeframe as per the process benchmarks.
• Demonstrate ways to improve customer service/journey and increase productivity (efficiency & Quality).
• Ability to proactively understand and manage risk, recording on Helios, issue escalation and timely closure.
• Meet targets on teams’ productivity and accuracy as per the targets and metrics defined for the process.
• Conduct team meeting / team activities and work towards sustaining team spirit.
• Assist AVP with managing day-to-day operations and support peers on process if needed.
• Ensure that the process related procedures are implemented as per the process manuals.
• Manage Capacity through effective cap planning, BOD, EOD checks to ensure all the SLA are met.
• Conduct regular checks and evidence that controls are working as per the overlay.
• Enhance understanding of HSBC Group systems, FIMS and procedures.

Leadership & Teamwork

• Acts as a role model for our Group Values and Behaviors (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values.
• Support achievement of team objectives & participate in development of cohesive teams.
• Contribute to the creation of a supportive work environment driven by people centric values.
• Build professional relationships with colleagues in upstream and downstream teams.
• Actively support team and community activities and proactively promote HDPI family ethos and HSBC in the community.
• Managing operational contingency requirements on an ongoing basis.
• Meeting the tactical and strategic priorities of the business
• By managing, setting objectives, developing, and motivating the management team and ensuring that people management techniques are effectively employed for all staff within the GSC.
• Managing the rewards and recognition for the team.
• Ability to manage resources of the unit and structure in the most effective way to achieve efficient cost/service levels.

To be successful you will:

Functional Knowledge

• Mortgage Onboarding & Servicing process experience (E)
• At least 5 years’ experience in management position & having an experience of managing large teams (E).
• Strong implementation skills and stakeholder management.
• Excellent Communication skills – Written and Verbal (E)
• Exceptional leadership and organizational skill. (E)
• Proficient in the use of various Microsoft Office applications, e.g. Words, Excel, PowerPoint.
• Graduate in any discipline minimum. (E)
• Strong Planning and Organizing skills. (E)
• Excellence in delivering Customer Service. (E)
• Knowledge of Mortgage as Product and End to End journey from Onboarding ,Servicing & Closures (E)
• Ability to work under pressure with very challenging deadlines. (E)
• Self-driven / Quick learner (E)
• Proven track record of strong focus towards high levels of Quality and Customer Service
• Ability to understand and interpret numeric data. Possess good analytical skills. (E)
• Knowledge of and implementation of the Group compliance policy, Operational Risk as applicable for the Business / Function.

Others

• Maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
• Maintain equipment, systems, and general work environment in good condition, adhering to all appropriate procedures.
• Implement the Group Compliance Policy as applicable to your role. The term "compliance" embraces all relevant laws, rules, and codes with which the business must comply.
• Escalation of all disciplinary and grievance cases on time to the line manager.
• Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centers & 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.
• Responsible for one’s own performance. Required to ensure that the service levels are maintained at its optimum level.

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.”

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 HSBC Electronic Data Processing (India) Private LTD***