Wealth Center Operations Manager

HSBC; Chatham (NJ); On-site; USD 90,000 - 130,000; Full time

Job summary

HSBC in the United States is seeking a Wealth Center Operations Manager to oversee daily operations, ensure policy compliance, and support exceptional customer service across the Wealth Center.

This role collaborates with the Wealth Center Manager and Field Support Manager to drive operational efficiency, manage risk controls, and lead remediation for CDD/KYC checks, audits, and data security while supporting staff and travel as needed.

Qualifications

• Strong verbal and written communication skills.
• Proven leadership and decision-making abilities.
• Uphold compliance with regulations and controls.
• Operational risk and data security awareness.
• Willingness to travel as needed.

Responsibilities

• Manage daily operations of the Wealth Center to ensure compliance and sound operations.
• Collaborate with managers to maximize use of the Complaint Management System.
• Lead remediation for CDD and KYC checks.
• Identify areas for improvement and implement corrective actions.
• Conduct audits to identify risks, fraud, and security breaches.
• Protect customer data and uphold data confidentiality.
• Address customer inquiries and resolve issues promptly.
• Improve customer satisfaction, loyalty, and retention.

Skills

Leadership

Communication

Risk management

Decision making

Problem solving

Organizational skills

Travel willingness

Job description

Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC we use our unique expertise, capabilities, breadth and perspectives to open up new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

The Wealth Center Operations Manager oversees the operational, service and compliance related activities within the Wealth Center. This individual is responsible for ensuring Wealth Center team members adhere to policies and procedures and support resolution of service issues to drive exceptional customer service. To support these activities, the Wealth Center Operations Manager works closely with the Wealth Center Manager and Field Support Manager to achieve network operational efficiency and operational/ risk control.

As a Wealth Center Operations Manager, your responsibilities will include:

• Manage daily operations of the Wealth Center to ensure operational soundness and compliance with policies and procedures
• Collaborate with Wealth Center Managers and staff to maximize usage of Complaint Management System
• Lead remediation activity relating to Customer Due Diligence (CDD) and know your customer (KYC) checks (ie: Periodic Reviews and RFIs)
• Identify areas for improvement and implement corrective actions as necessary
• Conduct regular audits and assessments to identify and mitigate operational risks, fraud, and security breaches
• Implement measures to safeguard customer data, maintain confidentiality, and uphold the integrity of banking operations
• Address escalated customer inquiries, complaints, and issues promptly and effectively
• Implement strategies to enhance customer satisfaction, loyalty, and retention

You’ll likely have the following to succeed in this role:

• Strong verbal and written communication skills that promote and enable openness with staff, management, internal partners, and external parties
• Proven leadership and strong managerial, decision making, problem-solving, organizational and time management skills
• Uphold compliance with all relevant internal and external rules, regulations, and procedures; engage others to act responsibly and minimize operational risk and internal control issues
• Sound judgment, keen sense of urgency, and high level of professional and personal integrity
• Exceptional knowledge of the Wealth Center delivery system, bank policies, procedures, and controls as well as products and services offered within the Wealth Center system, related operational activities and pertinent regulations
• Ability to travel as needed

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

The final fixed pay offer will depend on the candidate and a number of variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.