HSBC Group

Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our
customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC’s purpose of opening
up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking and Insurance.

Some careers open more doors than others. 

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

If you’re looking to unlock new job opportunities, take a look at the possibilities right on your doorstep here at HSBC.

Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion.  Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultra-high-net-worth individuals.  We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking that best suit our customers’ needs.

Role Purpose

To handle collection operations & support frontline teams on all backend related activities and responsible for handling customer complaints pertaining to CCS.

Principal Responsibilities

Operational Efficiency

• The key objective will be supporting the front line teams in effective and error free operations management & to build discipline on process adherence as laid down by the collection policies.
• To improve the efficiency and effectiveness of the collections unit, by centrally managing the activities managed by the team and also outsourced to the GSC Operations.
• Conduct quality checks for all the activities outsourced to GSC operations and share the findings on a monthly basis.
• Share regular feedbacks and observations with the GSC operations and front line teams emerging as a result of the day to day activity.
• Review the DIM on an annual basis or as and when the Local collections policy is approved, whichever is earlier.
• Provide the required support for implementing all the Run the Bank and Change the bank related initiative as per the global standards.
• UAR’s to be raised appropriately
• Ensure Implementation of the PVC policy.

Audit & Compliance

• Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
• Awareness of the operational risk associated with the role and actions to minimize likelihood of operational risk occurring including risk identification, assessment.
• End to end implementation of the process as per the approved DIM.
• Ensure all the relevant approvals are sought before implementing a new process.

Customer Value management

• To centrally coordinate and collate information on complaints & request, conduct proper checks, resolve the same within specified TAT for all products.
• To action all feedbacks on E-helpline with appropriate closure, within TAT.
• To raise all customer request on Request management system and ensure resolution within TAT.
• To maintain a tracker of all complaints/requests received & closed and provide periodic update on resolution under each product.
• Coordinate with regions / departments / external vendor to get inputs for resolving the complaints and requests on time.
• Coordinate with CE on complaints emanating from CCS.
• To ensure all complaints are recorded on the system within the agreed timelines.
• To ensure complete closure of complaints to avoid reopening due to error by resolution unit.
• To publish MIS and provide requested data to relevant stakeholders on time.
• Making real and positive contributions to the growth and profitability of the businesses in INM through cost effective centralized complaints management and streamlining critical operations thereby ensuring minimal error.
• Share the learning’s arising out of the complaints with the relevant stakeholders.
• Ensure that all actions are guided by the current debt management & group policy.
• To minimize complaints by reviewing the nature of complaints, issues, transactions, studying cost implications to existing procedures.
• To manage operational risk, including its identification, assessment, mitigation and control, loss identification and reporting

Major Challenges

• Any error in one particular item or delay for any particular file, download, data inputs will have impact on the entire process flow
• Given the range of products - secured and unsecured makes the job complex requiring multiple process level checks to be included in  for day to day operations.
• Step wise controls have to be adhered in each process; any oversight can lead to lapses / errors.
• Problem resolution is mostly non routine and unique in nature requiring original and innovative ideas to achieve optimum solutions.
• The jobholder needs to handle internal & external audit and process control in extremely professional manner striking a fine balance between identifying the best practices followed at areas & reinforce audit adherence for the various collections processes and strategies.
• In recent times Regulatory and nodal authorities have been very actively involved in monitoring complaints relating to services rendered by Banks. Hence it is imperative for the job holder to expedite resolution on complaints in the first instance.
• To avoid further escalation, the job holder in the first instance should ensure that the customer has been provided with conclusive resolution.
• Since the complaints management are centralized under one roof, any error in the data or delay from one particular region on the inputs will have impact on the complaint closure within TAT.  This will have a negative impact on collections at pan India level.
• The job expects a lot of interaction with several bodies including all the regional officers thus requiring effective    communication & interpersonal skills. The job holder needs to be system savvy & strong in business writing & presentation skills.

Role Context

• Ensure end to end implementation of the processes in line with approved DIM.
• Ensuring that all processes and audit items are managed efficiently along with the financial targets is critical to the success of the department. Weakness in the debt management process will adversely impact the performance and profitability of the business with a direct impact on the bottom line and customer experience.

Management of Risk

• Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.
• Ensure understanding of the Operational Risk Management FIM including the Three Lines of Defense model and undertake day to day activities in line with the policy requirements.

Observation of Internal Controls

• Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.
• Ensure adherence to all applicable operational risk (including all OR types) global, regional and country standards and policies (including FIMs)

Role Dimensions

• The job holder has to make an impact on minimizing the losses on the net B&D charge, by ensuring that ample focus is given on tightening processes control & backend operations under a centralized umbrella, which should result in strong process adherence along with the financial performance
• The job holder has to make an impact on improving customer experience on complaints received by ensuring ample focus is given on handling Complaints. The role holder should be well equipped with technicalities that involves and employ it well which should result in customer satisfaction

• Graduate in any discipline (BSc / BCom / BA)
• Experience (preferable) in Managing Complaints & Collections
• Strong Communication & Writing skills
• Fair Knowledge of Retail Lending products

Eligibility Criteria

• India Bank / INM employees will be eligible to apply to this role after completion of 12 months in the current role/position at the time of application on level transfer and/or promotion.
• Entity Employees (not from India Bank) to be guided by their internal policy on tenure completion in current role at the time of application before applying and share line manager approval once shortlisted
• INM Employees in scope of WPB Career Progression Framework not eligible to apply to roles within the purview of the Framework.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India

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