Assistant Manager- Video Customer Identification Programme

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Business Descriptor

Contact Centre Business plays a central role in maintaining our reputation as a leader in banking in Hong Kong. It serves as a vital channel in ensuring successful business development while addressing customers’ different financial needs and delivering quality banking service to our millions of customers through multiple touchpoints including inbound and outbound calling activities. The value of Contact Centre Business continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas.

Role Purpose

Handles general customer contacts in a contact centre environment typically on a Multiple products and or proposition. Provides high quality service to achieve maximum customer satisfaction by ensuring the completion of VCIP journey at first contact, where possible. Takes ownership and initiative to complete steps involved for resolution. Responsible for achieving individual key performance indicators whilst maintaining quality and compliance.

Principal Accountabilities

Impact on the Business

• Video KYC enable customers to submit their KYC information through a video call from any place of their convenience ensuring compliance, faster on-boarding and minimize time to revenue.
• Video KYC facilitates in improving the customer experience while saving on KYC cost.

Customers / Stakeholders

• Provides excellent customer service to customers by face to face interaction with trained official to expedite the KYC process.

Leadership & Teamwork

• Acts as a role model for our Group Values and Behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values
• Values diversity amongst team

Operational Effectiveness & Control 

• Maintains HSBC internal control standards
• Complete all mandatory and recommended LMS modules on time
• Comply to all relevant AML regulations & Global Standards
• Performing Customer Due Diligence as per the laid down guidelines in SOP. 

Major Challenges

• Changing performance parameters (e.g. Scorecard changes)
• Understanding updates on procedural changes and compliance
• Achieving customer excellence in every contact

Role Context

• The role operates within a WPB and interacts with HSBC local customers, the post holder must have the ability to deal with different process, where applicable

Management of Risk

• Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM.

Observation of Internal Controls

• Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.
• Fosters a compliance culture within the team, managing compliance risk and ensuring that the necessary training is completed.
• Optimizes relations with regulators.

Role Dimensions

• The role is not authorized for any approvals outside of system allotted entitlements

Qualifications

• Minimum Graduation or as required for the role, whichever is higher
• Must be proficient language(s) required by the process
• Open to working flexible shifting schedules
• Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
• Takes pride in delivering what is promised in line with the customer and service expectations
• Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order
• Ability to work in a high-volume, fast paced environment is required
• Proficiency with personal computers and basic software packages and specialised applications
• Excellent communication skills and is polite and friendly at all times
• Displays patience and empathy
• Pro-tip : Familiarity with AI-enabled tools is an advantage .

You’ll achieve more at HSBC.

HSBC is 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.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India