Customer Onboarding and CDD Analyst

Full Job Description
Job description
The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (COVID-1+), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.


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.

Commercial Banking

HSBC Commercial Banking serves millions of businesses ranging from small, to large corporates, providing commercial customers with a full range of banking services including Global Trade and Receivables Finance, RMB solutions, multi-currency business accounts, payments and cash management, and wealth management and insurance, , as well as a comprehensive range of financing solutions.

With dedicated Relationship Managers and Product Specialists providing local support and advice in over 60 countries and territories, HSBC helps connect customers to opportunities.

We are currently seeking an experienced professional to join the CDD Onboarding team.

Role Purpose

The Global Standards Programme is focused on developing and implementing enhanced Customer Due Diligence (CDD) and Know Your Customer (KYC) processes consistently across the Group in order to meet regulatory commitments.
The programme will seek to enhance CMB customer due diligence capability to mitigate the risk of doing business with the wrong type of clients and ensure we meet our regulatory commitments.
To improve the CDD and KYC capabilities INM CMB is setting up a Customer Onboarding & CDD Team within CMB Business Management. The role operates within this team. The role holder must have the ability to react quickly to changing priorities by being flexible, proactive and cooperative at all times.
The operating conditions for the role are to meet local needs aligned to global objectives by thinking strategically and working in collaboration and partnership with the stakeholders.
The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization
Principal Accountabilities

Impact on the Business

Coordinate the client onboarding cases from initiation to the point the client account is opened and HSBC Net channels access (if required) has been provided
Manage new to bank client onboarding and existing clients’ CDD process to defined SLAs, ensuring any risks to the timescales are escalated to the Team Leader and Relationship Manager
Liaise with the client to gather detailed client information and supporting documentation required to complete the CDD profile including Financial Crime Risk Review (FCRR) and Know Your Customer (KYC)
Review and check for completeness of CDD information and supporting documentation before submitting the case to CDD Operations for review and approval
Act as a point of escalation for Service Delivery and escalate a case to the Relationship Manager if the client is not cooperating
Take ownership for the development of an onboarding plan and the creation of the client application pack
Handle requests for additional information from CDD Operations and liaise further with the client as required
Ensure Customer Turn Around Times (TAT) are agreed, and the associated SLA’s are visible and managed with all involved parties
Ensure the client is able to successfully activate the cash account and is in receipt of the ‘tools’ required for channel access
Be an active member of the team and a strong team-player
Strong communication both upwards and at peer level
Ensure that any data input is dealt with in a timely manner and in the correct and consistent format
Maintain an environment in which compliance and risk control are a key performance criterion
Control of workflow processes, adhering to all associated procedures
Actively participate in the development and refinement of the internal control/process environment to optimize the customer service proposition whilst maintaining the above
Customers / Stakeholders

To ensure the below is managed to:

Provide the support required by the RM in ensuring we identify customer needs and assist in the delivery of solutions, products and services appropriate to meet customer need
Help to improve customer engagement
To continually consider the FSA’s principle of ‘Treating Customers Fairly’ (TCF) and consider fairness in all aspects of strategy, product design & delivery, sales processes, customer literature & correspondence, financial promotions, administration and complaint handling.
Maintaining excellent communication with Group colleagues to ensure a joined up approach to customer needs
Take personal ownership of the customer experience, and ensure personal responsibility for managing their customers’ total relationship with HSBC
Leadership & Teamwork

Support achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making.
Provide leadership and support technical excellence by searching out best external practice, monitoring technical and professional developments, sharing knowledge and encouraging others to do the same in the best interests of HSBC and its customers.
Encourage and enable constructive cross-country and cross-business teamwork by demonstrating collaboration and matrix management in action and challenging actions and behaviours that are not consistent with HSBC’s diversity policy and/or in the best interests of the business and its customers.
Demonstrate the highest levels of professionalism and integrity, setting exemplary standards consistent with Group Values. Continue to develop skills as a Commercial Banking Professional Work in partnership with colleagues across the HSBC network to deliver exceptional standards and quality of service
Contribution to an integrated Commercial Banking Leadership Team
Share knowledge, experience and best practices within and outside of immediate team
Promote a collective culture to spread experience & best practice.
Live the Group Values.
Operational Effectiveness & Control

Adhere to structures and processes in place for the management of credit, operational, reputation and regulatory risk.
Ensure credit and operational quality is not compromised in the pursuit of income
Ensure operational losses and fraud are minimised
Respond within agreed timelines to issues raised by audit and external regulators.
Ensure timely and accurate maintenance of customer information, including KYC requirements in Group systems
Resolve any/all identified issues promptly, and escalate concerns to management as appropriate to ensure timely awareness of any material concerns.
Maintain and observe all HSBC control standards and implement and observe the Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.
Maintain awareness of operational risk within assigned portfolio and minimise the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting.
Protect sensitive customer and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy.
Maintain and observe all HSBC control standards and implement and observe the Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.
Compliance with and management of sales suitability risks and requirements
Ensure all completed sales and prospecting activity documentation is appropriately completed, approved and stored to provide performance tracking, targeted future sales efforts and compliance with sales and transactional suitability guidelines and requirements
Major Challenges

Operate effectively and efficiently under pressure and time constraints.
Help to manage and grow existing portfolio of customers whilst seeking to drive new business.
Seek to exceed customer expectations in delivery of products & services.
Constantly evaluate customer banking practices and trends in the market with a focus on complex requirements of aspirant customers and prospects
Role Context

The role operates within CMB CDD and Onboarding Team. Given the highly regulated environment and the pace of roll-out of new policies and procedures to be implemented and embedded, the role holder must have the ability to react quickly to changing priorities by being flexible, proactive and cooperative at all times.
The operating conditions for the role are to meet local needs aligned to global objectives by thinking strategically and working in collaboration and partnership across the group.
Management of Risk

The jobholder will ensure the fair treatment of HSBC customers is at the heart of everything we do, both personally and as an organisation. They will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology. Additionally, they will ensure they effectively manage sales suitability, money laundering, counter terrorist financing, fraud, and reputational risk.

This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring; additionally, by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Observation of Internal Controls

The jobholder will adhere to and be able to demonstrate adherence to internal controls. This will be achieved by following relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.
Role Dimensions

Ensure completion of Customer Due Diligence (CDD) remediation exercise in a phased manner for assigned existing customer portfolio
Requirements
Minimum Graduation or as required for the role, whichever is higher
Commercial banking knowledge
A record of successful accomplishment in providing consistently outstanding customer service.
Proven track record in a client focused environment
Proven record of delivery within challenging timescales
Stakeholder management (External & Internal)
Good verbal and written communication skills at all levels
Ability to be flexible, manage priorities whilst remaining calm under pressure
Positive ‘can do’ attitude and an ability to take ownership of tasks through to completion
Ability to work collaboratively and independently when required
Conflict management
Attention to detail
Desirable

Working knowledge of CMB’s proposition / product capabilities
Working knowledge of HSBC Group capabilities
Useful Links

Link to Careers Site: Click HERE

You’ll achieve more when you join 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.

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 The Hongkong and Shanghai Banking Corporation Limited, India