IWPB Client Services AVP

HSBC Holdings plc; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

HSBC Holdings plc in Kuala Lumpur is seeking a KYC Operations professional to support KYC analysis across multiple business lines and train the team on regulatory requirements.

You will monitor performance, report on management calls within agreed timescales, and liaise with business partners and onshore partners to ensure timely resolution of queries. The role is part of Retail KYC Operations and involves leading process improvements and cross-functional collaboration.

Qualifications

• Excellent understanding of KYC, financial regulatory environment and AML risk implications.
• Thorough understanding of legal structures of various client types: financial institutions, corporate, quoted companies, private companies, funds, SPVs etc.
• Ability to interpret complex changes in regulatory guidelines and assess impact.

Responsibilities

• Ensure compliance with HSBC Group policies and regulatory requirements.
• Maintain equipment, systems and work environment in good condition.
• Ensure adherence to HSBC core standards of behaviour.
• Lead analytical projects that drive business benefits.
• Maintain high level of customer service by meeting SLAs.
• Publish KCI dashboards and MIS for stakeholders.
• Support cross-training and capacity planning to meet targets.

Skills

KYC knowledge

AML risk awareness

Regulatory understanding

Excellent communication

Team player

Tools

MS Office

Banking platforms

Job description

Why join us?

The role encompassesa number oftasks involving KYC analysis across multiple business lines, training the team on KYC and regulatory environment, ensuring AML Regulations, policies/procedures are maintained and adhered. One of the key objectives will be monitoring and reporting performance including performance on calls to the management based on agreed timescales. This role also involves liaising with the business partners as well as colleagues and senior onshore partners thus ensuring timely resolution of queries.

Manage the deliverables of the role through complex situations and multiple priorities with guidance from the Head of Operations, Retail KYC to meet the operations teamobjectives.

Support the Local Head of WPB KYC Ops in implementation of relevant process controls and procedures. Engage with all stakeholders on CDDprocess, improvement and process simplificationetc.

What you’ll do:

• Responsible for ensuring compliance with HSBC Group company policies and procedures, including regulatory requirements.
• Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.
• Responsible for ensuring compliance to HSBC core standards of behaviour.
• Initiate analytical projects that help business to drive business benefits.
• Consistently maintain a high level of customer service by achieving established SLAs.
• Ensure all processing staff incl team leads are fully aligned to the Single Actor Approach for Malaysia and any other markets serviced by KYC Ops in the site.
• Lead and Support deployment of OBKYC and other simplification initiatives for the markets in scope for GSC Malaysia.
• Ensure enhancing customer experience with increased profile completion rate and month-month reduction in inhibitions.
• Produce dashboards, reporting trends and highlighting areas of concern. Develop and maintain management information systems as per requirement from business.
• Procedural changes / new initiatives are reviewed, fully communicated to and implemented by the teams under control.
• Ensure all process KCI Dashboards and Mis are published for the required stakeholders.
• Drive customer centric quality campaigns and initiatives to increase quality awareness including First Time Right (Quality & Customer Calls).
• Responsible for ensuring that Instructions / requests are correctly interpreted and fully undertaken.
• Required to ensure that issues / problems are effectively investigated and resolved or are appropriately referred with recommendations. If required escalated to the line manager immediately.Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence.
• Customer complaints and escalations are prioritised for review and appropriate actions taken to address including proactive approach to avoid reoccurrence.
• Plan for cross training by considering the Global Contingency requirements, appropriate staff progression and operational requirements.
• To meet all centre/ team targets on SLA(incl zero overdue profiles & other OKRs), productivity per analyst (PPA) and accuracy of the reports & projects delivered.
• Responsible for ensuring all actions take account of the likelihood of operational risk occurring.
• Responsible for ensuring any areas of concern in conjunction with line management and/or the appropriate department.
• Responsible for ensuring to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity.
• Observe to project management principles to ensure that all project SLAs are met.
• To smoothen the impact of erratic workflows through effective capacity planning, leave management and process prioritization.
• To have a tight control on Operational losses, potential frauds through strong internal audit and staff feedback mechanisms.
• Ensure all procedures are updated with appropriate approvals and align to the Global and Country requirements. Process in place to ensure effective communication on change management.

Leadership & Teamwork

• To contribute effectively towards the team performance and always manage for results & value in accordance with Leadership framework.
• To attend workshops and development programs as instructed by the line manager.
• To mentor junior members in the team and help them come up to speed based on the leadership framework.
• Recommend/Nominate team members for various learning activities by the Learning team.
• Effective Performance Management process for all direct reports and their teams with regular discussions and feedback/coaching.

What you will need to succeed in the role

• Excellent understanding of KYC, financial regulatory environment and AML risk implications.
• Thorough understanding of legal structures of various client types: financial institutions, corporate, quoted companies, private companies, funds, SPV’s etc.
• Ability to interpret complex changes in regulatory guidelines and assess impact.
• Excellent communication skills.
• Team player and ability to manage people and performance.
• Ability to handle crisis situations and take appropriate / timely decisions.
• Ability to work well under pressure with high degree of accuracy.
• Good understanding of MS office and proven skills on banking platforms.

What additional skills will be good to have?

• Work experience in regulatory environment or KYC functions and processes.
• Understanding of regulatory requirements & FIMs
• Flexibility to work in different shift timings.
• Knowledge of Power point presentation, coaching and facilitation skills.
• Excellent understanding of Global Standards
• Microsoft Word, Excel, Power Point skills required.
• Ability to perform production impact analysis and gap analysis on all the new regulatory and policy requirements or changes
• Ability to challenge Policy and FCC on compliance and regulatory related matters