Exclusive Case Manager

HSBC Holdings plc; Bengaluru; On-site; INR 800,000 - 1,100,000; Full time

Job summary

HSBC Holdings plc in Bengaluru is seeking an Exclusive Case Manager to serve as the single point of contact for customers with international account opening needs. You will drive end-to-end onboarding, coordinate with Relationship Managers and Customer Support Officers, and ensure a smooth transition and compliant processes.

You will perform quality checks, monitor the case journey, and provide timely feedback while maintaining data accuracy and strong customer focus across global teams.

Qualifications

• Minimum graduation in any discipline.
• Excellent written and verbal communication skills in English.
• Extrovert personality with proactive problem solving.
• Ability to manage multiple stakeholders and documents.

Responsibilities

• Single point of contact for HSBC customers with international account opening needs.
• Manage end-to-end onboarding process and provide coaching and feedback.
• Perform quality checks and monitor case journey, calls and emails.
• Ensure data completeness and accurate processing in core banking systems.
• Escalate risks and collaborate with RM, CSO and other teams to meet SLA.
• Maintain high standard of customer service and cross-border support.

Skills

Excellent communication

Customer service

Problem solving

Education

Bachelor's degree or above

Job description

Job Title: Exclusive Case Manager

• The purpose of the Quality Management Officer is to provide rigorous support to the operations team including administrative duties and/or assisting with delivery of the quality/coaching model, and/or consistency checking, and/or benchmarking and/or coaching of staff.
• The Exclusive Case Manager is the single point of contact for HSBC customers with international account opening needs. The case manager is responsible for the case management of the end-to-end on boarding process. Case Manager spearheads the on boarding process by providing HSBC clients, Relationship Managers and Customer Support Officers with a single point of contact.

In this role, you will:

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

Impact on the Business:

• Perform quality checks independently for the work undertaken by operations team to evaluate the effectiveness of the process and highlight issues or risks associated.
• Guide to the Case Journey, Call and E-mail monitoring and calibration activities.
• Coach individuals/group by delivering effective and timely feedback.
• Identify improvement opportunities / training needs and suggests solutions, making decisions based on sound rational judgement escalating issues as necessary.
• Operate in accordance with agreed procedures and guidelines.
• Manage assigned tasks knowing when to refer issues as necessary.
• Responsible for ensuring that the work is prioritized and processed accurately, organizing workload to ensure timely and efficient completion.
• Review referral originating from multiple sources for existing and new clients requesting international account in another selected market.
• Ensure needs analysis is completed for customer requirements in the new market.
• Maintaining the required contact frequency with customers & being the single point of contact.
• Bridge the relationship during the transition period.
• Proactively report any potential issues which can cause adverse impact to SLA or any service outages.

Customers / Stakeholders:

• Deliver outstanding customer service to all internal and external customers representing customers' needs and helping stakeholders achieve strategic goals aligned to customer needs.
• Deal with customer's enquiries in a positive and timely manner.
• Support achievement of team objectives
• Proactively identify issues, if any, and elevate.
• Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation.
• 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.
• In cases of emergency, ensure total efficiency in terms of assistance to customers – local / global;
• Conduct regular Audits for Quality monitoring and reporting using available tools/SOP/knowledgebase/supervisor support etc.
• Cross Support the Case Journey, Call and E-mail monitoring and calibration activities if required.
• Coach individuals/group by delivering effective and timely feedback.
• Identify improvement opportunities / training needs and suggest solutions as per expertise, making decisions based on sound rational judgement escalating issues as necessary.
• Operate in accordance with agreed procedures and guidelines.
• Manage assigned tasks knowing when to refer issues as necessary.
• Take measures to meet targets on productivity and quality as per the targets and metrics defined for the process.
• Responsible for ensuring that the Instructions/requests are correctly interpreted, understood, and implemented.
• Responsible for ensuring that the process related procedures are implemented and followed by the Case managers as per the process manuals and any procedural updates implemented as required, once cascaded.
• Gain and document complete / end-end process knowledge.
• Collaborate with Operations management to guide on Quality Assurance Knowledge / health / Improvement areas etc.
• Responsible for ensuring that the MI and other business data requirements are completed accurately and supporting statistics/reports/returns are presented to business/management within agreed timescales.
• Devise strategies for the process/team to maintain HSBC internal control standards as described by group audit and compliance requirements.
• Responsible for ensuring that fraud/errors/irregular transactions (if any) are identified and escalated in accordance to the procedures in a timely manner.
• Identify and elevate potential showstoppers to the appropriate teams.
• Responsible for ensuring that each work is completed in accordance with established procedures and standards.
• Responsible for ensuring that the customer issues / problems are effectively investigated and resolved or appropriately referred with recommendations.
• Maintain equipment, systems, and general work environment in good condition, adhering to all appropriate procedures.
• QMOs in the process need to carry out the Mandatory 100% audit on all queues that require auditing on daily basis.
• Complaints analysis, sharing summary with stakeholders and case managers. Providing feedback to the case managers
• Manage the service proposition for customers
• By ensuring that the basic Premier Proposition and benefits are offered to all Premier customers including International Customers
• Ensure the Service TATs for the customers are adhered to.
• Flexible to move from Case Management to Account Opening Process or a hybrid model of doing the case management as well as performing account opening.
• Enhance customer experience on cross border account opening.
• In cases of emergency, ensure total efficiency in terms of assistance to customers – local / global.
• Deal effectively and professionally with the queries related to account opening documentation, country specific requirements and guidance on filling the forms from specific locations across the HSBC Group.
• Escalate all pending actions from receiving countries which are not actioned for more than 48 hours. Lateral thinking beyond procedures to resolve issues for better customer experience.
• Improve completeness of customer data
• Responsible for ensuring that the Data completeness is 100% for new accounts opened.
• Responsible for ensuring that the 100% accuracy on all KYC and NON-KYC documentation and processing of customer instructions.
• Responsible for ensuring that the all entries captured on relevant systems are error free.
• Responsible for ensuring that the daily reporting is completed.
• Data completeness to be 100% for new accounts opened
• Ensure 100% accuracy on all KYC and NON-KYC documentation and processing of customer instructions
• Ensure all entries captured on Core Banking Systems are error free.
• Ensure daily reporting is completed.

Leadership & Teamwork

• Manage day to day process related activities for self.
• Work productively, professionally and demonstrate ways to improve customer service.
• Regularly contributes to professional and supportive work environment by building a professional, trusted relationships with other Team members and colleagues in all areas.
• Ensure swift and clear communication to the stakeholder.
• Foster development of co-workers.
• Acquire and update knowledge on procedures related to relevant processes.
• Provide training sessions via classroom/Virtual.
• Demonstrate Teamwork and Leadership Qualities proactively.
• To act as a mentor to the new joiners and pro-actively share learning’s and can be considered or step-up maybe as a SME’s.
• Manage Premier relationship during the transition phase in terms of new banking set-up in another country, involving various stakeholders in the most feasible manner, making a pleasant customer experience.
• Interact with different teams namely RM’s, Client Liaison teams, Account opening, KYC to negotiate /resolve the issues and work towards quick closure of the referral.
• Effectively monitor all assigned referrals and ensure all actions pending with different teams in the bank are completed as quickly as possible.
• Effectively monitor the cases and capture the details on chasers sent out by requestor.
• Build professional relationships with colleagues in other areas.
• Demonstrate Teamwork and Leadership Qualities proactively
• Coordinate with Incoming and Outgoing RMs to ensure and manage TAT / customer expectations
• To act as a mentor to the new joiners and pro-actively share learning’s and can be considered or step-up maybe as a SME.
• Manage Customer relationship during the transition phase in terms of new banking set-up in another country, involving various stakeholders in the most feasible manner, making a pleasant customer experience.
• Interact with different teams namely RM’s, Client Liaison teams, Account opening, KYC to negotiate / resolve the issues and work towards quick closure of the referral.
• Take complete ownership of the cases and demonstrate a customer centric approach.
• Effectively monitor all assigned referrals and ensure all actions pending with different teams in the bank are completed as quickly as possible.
• Effectively monitor the cases and capture the details on chasers sent out by requestor

Management of Risk (GHR / FIM requirements)

• Abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance Department. The term compliance embraces all relevant laws, rules and codes with which the business has to apply.
• Continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies.
• Ensure best in class service quality is delivered while facilitating a customer’s journey of extending global relationship with HSBC.

To be successful you will:

Functional Knowledge – Specific skills for the role

• Minimum Graduation in any discipline
• Excellent written and verbal communication skills in English
• This role requires an individual to demonstrate an “Extrovert” personality type, who will need to be inconstant communication with HSBC Premier Clients
• Strong Customer Orientation and passionate about delivering superior customer service.
• Ability to deal with complaints and resolve them by taking ownership.
• Demonstrate high energy; be Pro-active, extremely positive and a highly effective problem solver.
• Ability to take complete ownership and facilitate end to end customer journey.
• Fast learner and have a “can do” approach.
• Needs to be adept and flexible to rapidly changing business, internal scenarios, and unexpected events.
• Ability to understand complex concepts and extract relevant information from extensive documentation quickly.
• Be willing to work a flexible schedule to accommodate business needs.
• Ensure consistent performance record in Customer Interface roles.
• Escalation handling - Analyze the cases end to end and handling the escalation and sharing synopsis, Observation and Learnings.
• Ensure accreditation of the new Joiners with proper documentation.
• Manage the Training Plan and Training Decks
• Publish MIs and Reporting to management/stakeholders.
• Work with Onshore in assisting with CRF and CIP and global comm and liaising with Change Control.
• Demonstrate high energy; be Pro-Active, extremely positive and a highly effective problem solver.
• Flexible to perform duties related to Case Management, Account Opening, or taking International Account Opening Enquiries calls/chats from customers.
• Ability to understand complex concepts and extract relevant information quickly.

Others/ Same for both

• Good interpersonal skills with the ability to build and maintain working relationships with Business Partners / Stakeholders
• Strong Team Player with an ability to drive and motivate self and others.
• Strong Analytical, reasoning, and decision-making skills.
• Good knowledge of KYC, AML, and Due Diligence Process
• Sound Knowledge of Premier Proposition, and WPB business strategy

Hsbc.Com/Careers

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