HSBC Group

Business: GCOO

Open positions: 1

Role Title: AM-Processing GSC’S

Global Career Band: 7 

Location: Hyderabad

Recruiter Name: Chiransha Gupta

The Opportunity:

Mandates Processing Officer is a highly motivated and detail oriented in managing the end-to-end lifecycle of client mandate processing with a strong focus on operational excellence, regulatory compliance and customer experience. The role is pivotal in delivering seamless mandate execution by acting as a single point of contact for relationship managers, internal stake holders, and clients, ensuring accuracy timeliness and completeness of documentation. The manager plays a key role in driving Net Promoter Score by enhancing client satisfaction through proactive communication, issue resolution and first-time right processing.

 What you’ll do:

Impact on Business

• Proactively maintaining consistent engagements with Relationship Managers (RM) to monitor key operational workflows, flag potential risks and ensure prompt resolutions of outstanding action Items.
• Take full ownership of client servicing functions, including mandate changes, documentation, and follow-up on service-related escalations.
• Identify process inefficiencies and contribute to the optimization of mandate workflows through standardization and procedural enhancements.
• Translate complex operational and regulatory requirements into simple, actionable guidance for RM’s and frontline teams.
• Perform root cause analysis on recurring issues and implement long-term process improvements to drive operational efficiency.
• Analyze historical error trends to implement preventive actions and reduce repeat issues across global mandate processing.
• Participate in strategic initiatives aimed at digitization, automation and streamlining of legacy processes to reduce turnaround time and enhance customer/Client impact and service gaps.
• Interpret and validate client-submitted mandate documents such as Board resolutions, Power of Attorneys (PoA), Articles of Associations (AoA) and List of Directors(LoD).
• Ensure completeness, authenticity and legal acceptability of all submitted documents.
• Cross-Verify signatures, Date Validity and authority of signatories based on internal standards.
• Where documents are incomplete, expired or inconsistent with previous records, initiate formal referral back to the clients with detailed instructions on rectifying deficiencies.

 Customers / Stakeholders

• Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer and customers are kept fully informed of progress.
• Act as the central point of contact for mandate-related queries and support, offering clear guidance to both internal teams (RMs, Legal, Compliance, Risk) and other external clients.
• Ensure a seamless and positive client experience by delivering high-quality service, while maintaining responsiveness and accountability throughout the issue lifecycle.
• Cultivate string working relationships with internal and external stakeholders including compliance, Legal, Product teams and external vendors.
• Serve as a liaison between business and support functions, ensuring alignment of prioritized and timely communication of updates.
• Track client satisfaction metrics and collaborate with relevant teams to implement improvements based on insights and complaints trends.
• Participate in governance forums, client review meetings, or regulatory audits as a subject matter expert for service-related topics.
• Interfacing with wide variety of teams like relationship managers etc. daily with solution-oriented mindset to overcome bottlenecks.
• When submissions are incorrect or incomplete, refer the case back to customers promptly with a clear summary of what is needed and why.

 Technical Skills and Teamwork

• Demonstrate expertise in interpreting and validating client documentation, including board resolutions, power of attorneys, account mandates and signature authorizations.
• Ensure all mandate updates are captured accurately in core systems and reflected in downstream platforms to avoid processing delays in transaction rejections.
• Be responsible for managing E2E mandate lifecycle and signor updates for entities locally and globally. Fluent comprehending core documents associated with mandate/signatories’ updates.
• Collaborate seamlessly with colleagues, leveraging diverse perspectives to drive innovative solutions.
• Drive automation and innovation by working closely with technology teams for suggest enhancements, develop user stories and test new system features.
• Serve as a backup for other key roles within the team during absence to ensure business continuity.
• Promote a culture of collaboration, transparency and ownership through regular team meetings, retrospectives and feedback loops.
• Act as a knowledge hub to the RMs and Management alike; with proven ability to resolve queries.
• Represent the team in cross-functional projects, process transformation initiates or strategic working groups.
• Identify common issues like missing signatures, invalid authority, ambiguous instructions or jurisdictional mismatches.
• Communicate identified gaps clearly to the customer in a professional and timely manner, outlining next steps and required documentation to resume processing.
• Serve as a trusted point of contact, educating clients on mandate requirements and form completion.
• Provide proactive support in understanding legal and regulatory documentation expectations.
• Document all correspondences related to client referrals and provide assurances to clients upon successful resolution.
• Use insight from repeated issues to propose improvements in client education or mandate form design.

 Operational Effectiveness & Control

• Evaluate the impact of new initiatives, system enhancements and re-engineered mandate workflows on client servicing and regulatory compliance. Ensure effective change communications to all impacted stakeholders
• Serve as an escalation point for control gaps or operational issues within mandate and ensure timely remediation in line with internal policies.
• Identify process inefficiencies and proactively contribute to automation, digitalization and straight though processing initiatives.
• Track pending referrals to customers and ensure they respond within agreed SLA’s. Follow up consistently to avoid any delays.
• Escalate unresolved referrals through relationship Managers or senior Stake holders, where necessary.
• Act as a subject matter expert and single point of contact for mandates, supporting change initiatives, UAT (User Acceptance testing), control testing and documentation updates.
• Drive compliance with audit recommendations and participate in internal reviews to mandate documentation and controls.
• Record all interactions related to incomplete or incorrect submissions including timestamps, communication logs and follow-up outcomes.
• Maintain a comprehensive audit trail to support future quires, escalations or governance reviews.

Management of Risk

• Maintain a strong understanding of operational risks associated with mandate and signatory processing, including fraud, misrepresentation, and system dependency risks.
• Adhere to defined risk control frameworks, policies, and procedures to mitigate manual processing errors and documentation breaches.
• Escalate any red flags, suspicious document patterns, or inconsistencies in mandates to Compliance, Legal, or Operational Risk teams.
• Ensure that all mandate changes are logged, tracked, and completed with full traceability, approvals, and documentation in place.
• Ensure communications is timely, accurate and in language appropriate for the audience. (Technical, Legal or Operational)
• Usage of secure and compliant communication channels when sharing sensitive document details or escalation notes.

What you will need to succeed in the role:

Functional Knowledge & Skills Required

• Excellent communication skills (written and verbal) to explain complex documentation and governance structures to stakeholders clearly and effectively. (E)
• Working knowledge of Mandate documents such as Board Resolution (BR), Power of Attorney (PoA), Articles of Associations (AoA) and List of Directors (LoD). (D)
• At least 3 years’ experience in an Operations Complex Processing role
• At least 2 years’ experience in a client facing role
• Orientation to client service and a good understanding of service principles and practices.
• Proven ability to work well under pressure and prioritize competing demands. (E)
• Strong network across Business Services, Product, and central Operational Support Teams.
• Must be proactive and prepared to investigate issues of own initiative with minimum information.
• Ability to maintain focus while working with voluminous data including the ability to strategize, organize and execute the same for the department’s month-end / roll-period high volumes.
• Ability to work under pressure, especially during month-end and roll-period deadlines, while maintaining high levels of accuracy.
• Ability to learn quickly, transfers knowledge appropriately, understand and interpret numeric data with good attention to details.
• Strong relationship management skills with the ability to manage & engage multiple parties, meet their expectations, negotiate in situations of conflicting interests and influence key decision makers in a positive manner.
• Self-Motivated, positive, and passionate individual with a solution-oriented mindset.
• Strong client orientation with a clear understanding of service-level expectations, client urgency, and reputational impact of processing delays.
• Ability to work under pressure, especially during month-end and roll-period deadlines, while maintaining high levels of accuracy.
• Flexible and adaptable to varying shift hours or workflow surges during peak activity periods.
• Demonstrated stakeholder network across Business Services, Legal, Product, Compliance, and Global Support Functions.
• Proactive approach to identifying gaps, initiating fixes, and proposing control enhancements even in ambiguous scenarios.
• High attention to detail and numeric accuracy — ability to analyze data from mandate systems, trackers, and documentation logs effectively.
• Ability to interpret legal documentation, apply governance rules, and escalate edge cases with sound judgment.
• Strong relationship management skills with the ability to manage expectations of multiple parties and resolve conflicts constructively.
• Self-driven, reliable, and resilient individual with a solution-focused mindset and high standards of accountability.

 Additional Information

• All applicants must have successfully completed their probation period.
• Bachelor’s degree/Graduate in any related field
• Employees must meet performance and behavioral standards as defined in the policy.
• All L8 applicants should have served at least 18 months and should have successfully completed respective learning curve tenure, in their current role as on closing date.
• Applicant should not be on a corrective action plan/ disciplinary action in the last 6 months or any other performance action as on the date of application.
• Application form should be submitted along with the current CV.
• All applicants should inform their respective Line Managers of their application.
• All the completed applications should be submitted on or before the closing date.
• Applicant should not be on a corrective action plan/ disciplinary action in the last 6 months or any other performance action as on the date of application.
• The Company reserves the right to change any terms and conditions related to employment, mentioned in the Offer Letter and the Rules and Regulations governing the conduct of the employee in the Company. Such change would be intimated by the Company through an internal communication to the employees at large.
• Right to work is required. Local employment rulings and restrictions will apply.

 Link to Candidate User Guide:

https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a

(Or)

Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar.

https://hsbchrdirect.service-now.com/hrsp?id=hrdirect_employee_dashboard

You’ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

 Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued By HSBC Electronic Data Processing (India) Private LTD***