Job description
Main activity is the Onboarding and Existing to bank process. The Manager is owner to manage the customer's onboarding experience, expectations, and communications with Relationship Manager and / or Sales Manager. Coordinate the process of incorporation and maintenance of products, including the collection of customer information necessary to complete the profile, this includes the correct review of information in the bank's systems, to the point of carrying out contractual validations of the product.
The role will ensure that all the process execution complies of the HSBC policy as well of the regulator maintaining in alignment of the Business SLA and set in relation with customer expectations managed across all functions.
· Responsible of the onboarding process of clients of Banking for GLCM products (mainly)
· Main point of contact between Operations and RM/client
· Ensure quality standards are being met,
· Supervision and follow up of the cases and escalation of any problem affecting the Onboard.
· Supporting RM requirements for Global Banking & Markets and Commercial Banking for customers to help speed up the Onboarding process.
· Should be assertive and confident in managing timely delivery of documentation to KYCS and escalate issues where needed,
· Communication with GB RMs in terms of additional information or Client’s documents requirements,
· Should be able to collaborate with key stakeholders such as GBM, Compliance, KYCS, Remediation and other support functions to ensure Onboarding process.
· Create a positive customer experience during onboarding for new bank customers and for existing customers. Maintain the highest standard of excellence in customer service and respond to customer Relationship Manager and Sales Manager inquiries when they arise.
· Actively participate in the development and refinement of the internal control/process environment to optimize the customer service proposition whilst maintaining the above
Requirements
Technical knowledge
Commercial banking knowledge
Commercial awareness
A record of successful accomplishment in providing consistently outstanding customer service.
Fluent English
Proven track record in a client focused environment
Proven record of delivery within challenging timescales
Knowledge of the CDD Line of Business Procedures
Understanding of Financial Crime Risk management
SKILLS
Stakeholder management (External & Internal)
Good verbal and written communication skills at all levels
Excellent planning, organization and time management abilities
Ability to be flexible, manage priorities whilst remaining calm under pressure.
Receptive to change.
Positive ‘can do’ attitude and an ability to take ownership of tasks through to completion.
Drive and resilience
Ability to work collaboratively and independently when required
Ability to have difficult conversations
Conflict management
Attention to detail
Ability to prioritize
Ability and willingness to pick-up commercial banking
Diligence in formal written communication
We are as an organization and what distinguishes us, we value difference, we move forward together, we take responsibility for our actions, we use good judgment, we do the right thing and we make things happen.
“At HSBC we offer our colleagues a greater number of days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care”
At HSBC we are focused on guaranteeing gender equality and constant training for our employees as well as the protection of their labor and social rights.