Assistant Manager Video Customer Identification Process

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Role Purpose

• Handles general customer contacts in a contact centre environment typically on multiple products and or proposition.
• Provides high quality service to achieve maximum customer satisfaction by ensuring the completion of Video Customer Identification Process (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

• 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.
• Provide excellent customer service to customers byface to face interaction to expedite the KYC process.
• Act 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
• Perform Customer Due Diligence as per the laid down guidelines in Standard Operating Procedure.
• 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 Functional Instruction Manual.
• Maintain 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.
• Optimize relations with regulators.

Qualifications External

• Minimum Graduation or as required for the role whichever is higher
• Must be proficient in language(s) required by the process
• Open to work in flexible shifting schedules
• 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

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