HSBC Group

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.

The US International Wealth Premier Banking (IWPB) Know Your Customer (KYC) Operations Lead is accountable for the management and co-ordination of a team of individuals responsible for KYC renewals, trigger events, onboarding, and book of work management within the IWPB sector.  

The main purpose of the role is to:

• Manage the Customer Due Diligence (CDD)/KYC renewal process from an annual Book of Work perspective to ensure efficiency and maintenance of all relevant Key Risk Indicator (KRI) and Key Performance Indicator (KPI) metrics

• Give visibility of the CDD/KYC process to key stakeholders across the wholesale bank, including information about alignment with HSBC’s policies and controls e.g. Anti-Money Laundering (AML), sector risk, etc

• Build alignment of the KYC process to local and/or global standards as required

• Manage a team of client managers to ensure the highest levels of service and customer experience to both internal partners and external customers

• Maintain sound knowledge of banking systems, products, and services

• Work with partners to develop digital capabilities to allow customers to more easily complete CDD/KYC checks while maintaining HSBC standards

The US IWPB Know Your Customer Operations Lead will be the key point of contact for the KYC Operations teams located in both onshore and offshore hubs. They will be aware of all activity in progress on behalf of clients and be able to update stakeholders as required. 

The US IWPB Know Your Customer Operations Lead will:

• Work closely with front line teams to pro-actively drive the CDD/KYC interaction experience for the client to ensure all reviews are captured, prioritized and resolved within agreed timeframes
• Take ownership of ongoing KYC issues and working with relevant stakeholders to find solutions
• Ensure transparency and regular communication and updates to key stakeholders
• Work closely with all functional teams (Business stakeholders, BFCR, etc) to ensure priorities are aligned and that business requirements can be met across the end-to-end process
• Build effective relationships with both internal and external clients / stakeholders to expedite resolution of issues and maintain alignment to Key Control Indicators (KCI’s) within the CDD framework 
  
  Impact on the Business

Management of onboarding, renewal, and off-boarding requests

• Be responsible for ensuring all relevant reviews are prioritized, resolved within agreed timeframes, work-flow pipeline optimized, priorities identified early, and issues escalated accordingly

• Be the KYC Subject Matter Expert (SME); developing a detailed understanding of the clients, CDD/KYC tools, system, process, and procedures in order to advise the Business, Clients and relevant partners

• Support the Business and Client through the CDD/KYC process including having a clear understanding of the additional due diligence requirements and how they will impact the client

• Be the escalation point for all CDD/KYC issues, working closely with all impacted and interested parties and driving the case managers to ensure bottlenecks are resolved in an efficient and timely manner

• Highlight problems/blockages and take initiative to suggest ideas to change and improve processes

• Maintain an effective and rigid control environment ensuring quality and adherence is never compromised

• Provide accurate / regular status updates to the business in terms of upcoming approvals needed and other related issues / events

• Adhere to all service level agreements and metric requirements at all times
   
  Alignment to and Delivery of the CDD/KYC standard

• Assist in the communication and embedding of the standard KYC review processes

• Ensure all required steps in the process have been undertaken and that all relevant controls have been adhered to

• Provide management information that demonstrates that status of the renewal processes as measured against the defined standards, clearly articulating gaps and issues

• Support business and delivery teams to build alignment to the standards and to introduce the required controls and measures 
   
  Leadership & Teamwork

• Provide support and guidance to case managers

• Provide support and guidance to respective teams in order to meet business objectives

• Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices

• Promote an environment that supports diversity and reflects the HSBC brand
   
  Operational Effectiveness & Control

• Ensure the most effective process is being used end to end (e2e) to support the requirements of the business and to meet the required controls, identify issues and gaps and put in place activity to resolve these

• Ensure CDD/KYC standards are met. Identify gaps and work with key stakeholders to resolve issues

• Adhere strictly to compliance and operational risk controls in accordance with HSBC and regulatory standards, policies and practices, report control weaknesses, compliance breaches and operational loss events

• Complete other responsibilities, as assigned
   
  Role Context

• Work in a dynamic, pressurized, time-sensitive environment with interaction with internal stakeholders and demanding / advanced external clients.
   
  Management of Risk

• Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues

• Increase focus and oversight must be placed on any manual processes and exceptions to policy

• Ensure the KYC process is complete, accurate and timely - Client and CDD/KYC knowledge expertise across the functions must be displayed and utilized
   
  Observation of Internal Controls

• Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators 
   

For this role, HSBC targets a pay range between $115,000.00 and $140,000.00

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.

At HSBC, our overall goal is to provide a competitive Total Reward Package, with an appropriate mix of fixed pay, and variable pay, as part of an employee’s overall total compensation and benefits. Variable pay generally takes the form of discretionary, annual awards (sometimes referred to as a “bonus”). Additionally, HSBC offers a wide range of competitive and flexible benefits designed to help you improve your health and well-being, finances, and lifestyle.

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

• Broad overall understanding of the full end to end CDD/KYC review process

• Solid and proven relevant work experience in a client facing support function with focus on Wholesale banking, Risk adherence, and KYC/AML processes

• Good overall knowledge of the CDD/KYC systems and tools as well as associated processes within WPB Segment

• Solid and broad experience of working at a senior level with large multi-project and multi-stakeholder programs in an international bank

• Results focused individuals – driving the customer outcomes based on knowledge of the client outcomes and with expertise of the overall CDD/KYC process

• Exceptionally effective communicators able to build strong relationships with Relationship Managers (RM), RM Associates and the Client and provide transparency of activity e2e

• Gravitas and experience to drive the required outcomes in any given situation

• Strong organization skills, able to manage a large number of activities at any one time; able to internalize activity in order to manage the complexity

• Strong business knowledge and a working knowledge of KYC processes that are utilized but with the ability to gather SME’s when required to fill the skill gaps
   

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

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, diverse 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!

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.