AM Platform Services

Job description

AM Platform Services

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Job Introduction

Business Descriptor:

Divisional

Retail Banking and Wealth Management serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

Principal Responsibilities

The major function of this role is to ensure effective delivery of branch customer interface functions in the front office and teller areas in order to achieve a high level of customer satisfaction along with operational efficiency.

· Maintain good inter-personnel relationship across the branch staff
· Ensure branch hygiene by ensuring that all posters and any other promotional material are correctly and neatly displayed and latest brochures are always available. Ensure that the banking hall and ATMs are always clean
· Ensure positive customer experience and manage complaints / escalations

Through effective service delivery, which would include prompt reply to customer queries and complaints, identifying and implementing initiatives to reduce customer waiting time, monitoring customer service scores on an ongoing basis and driving improvements in these scores

· Ensure that customer complaints are handled within defined TATs, and all staff is sensitised to proactively manage customer service issues
· Dockable complaints should be kept within acceptable benchmarks
· Maintain a requisite level of customer interaction by undertaking field visits with sales personnel
· Work as a team – ensure effective communication by regular discussions and feedback
· Maintain control over on various customer deliverables
· Maintain and observe HSBC internal control standards, implement and observe group compliance policy, including timely implementation of recommendation made by internal /external auditor and external regulators.
· Comply with the applicable laws, regulations, Group and local guidelines related to Sanctions and AML policy of HSBC while undertaking various day to day operations
· Demonstrate an understanding of PEP acceptance, prohibition, CDD & EDD guidelines in order to ensure that the HSBC Bank India RBWM is fully compliant with the PEP LoBP.
· Be aware and Identify high risk indicators for various products and Services offered by HSBC Bank India RBWM example Cash, insurance, credit cards products etc
· Ensure that all records are obtained in respect of HSBC Bank India RBWM customers or New-to-bank customer for any products and services provided by HSBC are as per the process laid down.
· Ensure that the prescribed process is being followed while dealing with non-HSBC customers request for monetary instruments and wire transfers
· Be aware of AML risk posed by pouch and mail, Monetary instruments, cash services and wire transfer services and should undergo the mandatory training for the same
· Be aware of the scope of services of various products and services that are offered and those which are prohibited because of the guidelines laid down in the line of Business procedures and must ensure the same is communicated to customer in an effective and polite manner
· Ensure adequate due diligence is undertaken by the Individual/team to ensure that the nature of the various transactions of wire transfer, cash services, monetary instruments are in sync with customer profile

Desired profile

Qualifications :

·  Bachelor's degree or equivalent experience
·  Experience (preferable) in frontline customer services/ relationship management.
·  Strong communication, client focus and influencing skills
·  Sound knowledge on the Banking sector in general
·  Able to communicate well in English and local languages



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