Production Manager

HSBC Holdings plc; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

HSBC Holdings plc in Bengaluru is seeking a Production Manager to oversee end-to-end CDD delivery for CLM within CIB. You will drive a consistent production operating model, monitor ETB and NTB performance, and implement improvements to turnaround times and data quality.

Collaboration with Compliance, Operations and Transformation will be essential to meet regulatory expectations. The role emphasizes governance, MI development, and risk controls, with hands-on involvement in AI-enabled projects

Qualifications

• Graduation in Commerce/Finance or equivalent, meeting the stated minimum qualification of 10+2+3.
• Thorough understanding of HSBC Group and CIB businesses.
• In-depth knowledge of due diligence policies, processes and systems across CLM Operations.
• Highly developed understanding of the end-to-end client lifecycle within CIB.

Responsibilities

• Own end-to-end CDD delivery for CLM CIB businesses, maintaining throughput and quality.
• Monitor ETB and NTB performance against KPIs and OKRs, identify trends and performance concerns, and drive corrective action.
• Provide insight into root causes and improvement opportunities across production execution, governance and reporting.
• Drive operational improvements that reduce customer effort, improve CDD turnaround time, reduce ageing and backlog, and strengthen right-first-time delivery.
• Reduce remediation and exception volumes through better data capture and reuse.
• Integrate governance, reporting and systems into one consistent CLM production operating model within CIB.
• Document and standardise processes, maintaining adherence to quality, control, audit and compliance requirements.

Skills

CDD delivery

KPI tracking

Performance dashboards

Data analysis

Stakeholder management

Regulatory knowledge

AI-enabled projects

Education

Graduation in Commerce/Finance

Tools

Client Vision

CRT

NGT

Global Links

ClientSphere

HUB

HORIS

Job description

Job title: Production Manager

• CLM Operations supports the prevention of money laundering, financial crime, tax evasion and terrorism financing.
• The Production Manager is accountable for end-to-end Customer Due Diligence (CDD) delivery for CLM within CIB. The role drives a consistent production operating model across governance, reporting and systems; monitors Existing-to-Bank (ETB) and New-to-Bank (NTB) performance against agreed key performance indicators (KPIs) and objectives and key results (OKRs); and delivers operational improvements.
• The role also coordinates regional escalations, supports markets in responding to regulatory requirements, participates in risk and control forums, and implements AI-enabled projects and change initiatives. It requires close collaboration with Business, Compliance, Operations, Transformation and other relevant departments.

In this role, you will:

CDD production delivery and performance

• Own end-to-end CDD delivery for CLM CIB businesses, maintaining throughput and quality.
• Monitor ETB and NTB performance against agreed KPIs and OKRs, identify trends and performance concerns, and drive corrective action.
• Provide insight into root causes and improvement opportunities across production execution, governance and reporting.
• Drive operational improvements that reduce customer effort, improve CDD turnaround time, reduce ageing and backlog, and strengthen right-first-time delivery.
• Reduce remediation and exception volumes through better data capture and reuse.

Production operating model, reporting and analytics

• Integrate governance, reporting and systems into one consistent CLM production operating model within CIB.
• Document and standardise processes, maintaining adherence to quality, control, audit and compliance requirements.
• Build and own management information (MI) packs and performance dashboards that provide transparent reporting to Business Partners and senior stakeholders.
• Maintain the MI index and reconciliations, including definitions, data lineage, breaks and corrective actions.
• Translate production data into actionable insight for governance forums and business decisions.
• Improve data capture quality and reuse to reduce duplicate requests and support straight-through processing where possible.

Risk, controls and regulatory support

• Identify operational risks promptly, implement mitigating controls and manage issues through to closure.
• Support audits and maintain adherence to applicable control and compliance requirements.
• Assess the implications of regulatory changes for ETB and NTB execution, controls and the operating model.
• Participate in relevant compliance and operational risk forums and committees.
• Support markets in meeting obligations arising from requirements or issues raised by external regulators and other interested parties.
• Improve efficiency by removing non-value-adding activities while maintaining effective controls.

Stakeholder coordination and escalation

• Understand business needs, priorities and plans, and provide transparent reporting to Business Partners.
• Coordinate country CDD issues and requirements that need regional escalation or support, helping resolve cross-market dependencies.
• Build strong working relationships with internal and external partners.
• Drive alignment across Business, Compliance, Operations and change teams.
• Collaborate with relevant departments, including OT, Transformation, Branding, L&D and MCM, and maintain effective communication within CLM Operations.
• Deliver projects and special assignments in response to changing business needs.

Operational leadership, capacity and resources

• Drive operational strategy and execute the defined approach to operational excellence and people management.
• Improve execution against internal and industry benchmarks.
• Plan capacity, distribute workloads and use resources effectively across functional areas.
• Maintain cross-skilling and backup arrangements to support delivery.
• Provide visible, accessible day-to-day leadership and respond knowledgeably to referrals.
• Take ownership of business deliverables and maintain delivery under time pressure.

AI-enabled improvement and change

• Implement AI-enabled projects and change initiatives that improve CLM/CDD execution efficiency and the customer journey.
• Contribute hands-on to AI-related mini-projects, pilots and automations, such as triage, document classification, workflow routing and insight generation.
• Maintain clear control considerations in AI-enabled improvements.
• Deliver strategic projects, continuous improvement initiatives and new policy implementation across teams and regions.
• Participate in relevant change initiatives and support adoption of changes to processes, reporting and the operating model.

To be successful you will:

Qualifications and business knowledge

• Graduation in Commerce/Finance or equivalent, meeting the stated minimum qualification of 10+2+3.
• Thorough understanding of HSBC Group and CIB businesses.
• In-depth knowledge of due diligence policies, processes and systems across CLM Operations.
• Highly developed understanding of the end-to-end client lifecycle within CIB.

End-to-end CDD/KYC production experience

• Experience owning CDD/Know Your Customer (KYC) production across the full lifecycle for both ETB and NTB, covering:
• Case initiation.
• Documentation and information gathering.
• Handling screening outputs.
• Due diligence assessment and approvals.
• Completion and post-completion hand-offs.
• Upstream and downstream dependencies and the causes of rework.

Process management and operational rigour

• Ability to document, standardise and operate a consistent CLM production model.
• Evidence of strong adherence to controls, quality standards, and audit and compliance expectations.
• Experience improving ETB journeys, with demonstrable outcomes in:
• Reducing customer effort through fewer touchpoints and repeat requests, and better right-first-time delivery.
• Improving CDD turnaround time and reducing ageing and backlog.
• Reducing remediation and exception volumes through better data capture and reuse.

MI, analytics and insight

• Advanced capability in building and owning MI packs and performance dashboards.
• Experience managing MI definitions, indexes, data lineage and reconciliations, including identifying breaks and implementing fixes.
• Ability to translate data into actionable insight for senior stakeholders and governance forums.
• Experience improving data capture quality and enabling reuse to reduce duplicate requests and improve straight-through processing where possible.

Regulatory knowledge and control ownership

• Strong knowledge of anti-money laundering (AML), the financial regulatory environment and associated risk implications.
• Ability to interpret regulatory changes and assess their impact on ETB and NTB execution, controls and the operating model.
• Experience identifying risks early, implementing mitigating controls, supporting audits and managing issues through to closure.

AI, technology and change delivery

• Hands-on involvement in AI-related mini-projects, pilots or automations that improve CLM/CDD efficiency and customer experience, with clear control considerations.
• Exposure to CLM CIB technology, including Client Vision, CRT, NGT, Global Links and ClientSphere, and other HSBC systems such as HUB and HORIS.
• Demonstrated capability in project management, concurrent project delivery and project execution.
• Experience implementing new policies across large teams and regions.
• Stakeholder management and delivery leadership
• Experience coordinating stakeholders and leading escalations across countries or markets.
• Ability to align Business, Compliance, Operations and change teams.
• Proven capability in capacity planning, workload distribution, cross-skilling and backup arrangements.
• Experience delivering measurable outcomes in a time-pressured environment.
• Ability to build strong relationships with internal and external partners.

Core skills

• Strong verbal and written communication.
• Analytical thinking and the ability to turn findings into practical action.
• Effective prioritisation, planning and organisation.
• Creative thinking and sound decision-making.
• Adaptability to changing business needs and assignments.

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