Associate Vice President Location Manager Tpsa Cc Pil Job In Hsbc In Mumbai, India

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-19), 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 Principal Accountabilities: Key activities and decision making areas

• To drive processes to meet and exceed the AOP revenue and expense targets of Personal Loan
• To get a robust Third Party Sales channel created in conjunction with the multiple stages & teams involved
• End to end process flow management wr.
  
  t Sale for the product in a particular location
• Close monitoring the performance management of the Vendor for the product under the basket of products allocated to the particular vendor
• Attaining specific / measurable goals to meet Annual operating plan
• Liaising with Internal and External Customer (TPA) to ensure smooth operations at Contact center.
  
  This involves
• Login Headcount
• Campaign Planning
• Regulate processes like OJT and Development Plan
• Login Flow across All stages - CRU, CCR & FOS
• Fulfillment Process
• Assigning specific and measurable goals for process managers to meet Annual operating plan
• Ensure Quality of sales to target Disbursement of 35%+

CUSTOMERS / STAKEHOLDERS

• Complaint Management: To support the Complaints Team with adequate information and facilitate resolution and ensure that Sales related Complaints are well within acceptable levels
• Customer Experience:
  • To ensure Quality score of each process is above benchmark
  • To ensure Calibration Variance of each process is within set limits
  • Support the Quality Team to ensure optimum service delivery and enhanced customer satisfaction.
    
    
• Sales Quality Audit scores: To ensure there are no adverse audit comments and audit recommendations are implemented on time
• Service Level Standards: Measure and track the performance of Vendor channels against agreed service level standards
• Process: To regularly benchmark in-house practices and processes and initiate required changes, which will accelerate growth for the Centre
• Penetration of Existing Base: Evaluate features, profitability, and positioning of products and ensure maximum penetration on the existing base by closely working with the Process Managers

LEADERSHIP & TEAMWORK

• Values and Benavhiours : Deliver the firm, to be open, connected, dependable and act with courageous integrity at all times Ensure compliance to internal policy and procedural requirements.
  
  
• Observations & Coaching : Improve business performance through observing customer meetings, delivering quality coaching sessions and providing feedback
• Aggregate Retention : To manage attrition rate of each process is under control and there is acceptable vintage composition
• Mentoring: To facilitate the Team to acquires complete Product knowledge, skills, and competencies by a result of coaching and mentoring
• Trainings/Learnings:
  • Ascertaining teams training requirement through periodic feedback and agree on developmental goals and drive completion of requisite training
  • To facilitate workplace learning to improve job performance generally by conducting on-the-job or off-the-job training
• Performance Management: To ensure effective performance management through Performance improvement initiatives & plans
• Career Growth: Execute career growth plans for each roles

OPERATIONAL EFFECTIVENESS & CONTROL

• Aggregate Efficiency : To ensure business processes perform at optimal levels and acceptable efficiency standards like pick-up rate, STB rate, sales decline rate, etc are met
• Right First Time : Achievement of Sales decline and verification percentage targets across processes
• Aggregate Needs Fulfilled : To ensure a conversion on contacts made
• Compliance: Monitoring adherence to all sales and compliance requirements which includes Voice log back-up and monthly on-site audits supported by relevant documentation.
  
  
• Internal Control Standards: Maintain HSBC internal control standards, implement and observe Group Compliance Policy and maintain awareness of operational risk and minimize the likelihood of it occurring
• Vendor Bills: Ensure Vendor Bills are raised basis approved agreement
• Analysis of Competition:
  • Identify new innovative channels / processes used by Competitors
  • Review existing process and identify opportunities to simplify
  • Track Competitor Performance in similar Business Processes

LOBP related Controls

• Comply with the applicable laws, regulations, Group and local policy related to Sanctions and AML policy of HSBC while undertaking various day to day operations
• Understand the legal responsibility to be vigilant for unusual activity and reporting of the unusual activities
• Support the Country or Regional FCC AML Office/ AML Investigations by providing additional information when required
• Responsible for attending and successfully completing the AML and Sanctions related assigned training in the mandated timeframe and understanding the consequences of failing to attend or successfully complete the training as mandated
• Requesting additional AML training that you deem necessary or appropriate to perform your jobs through your entity manager
• Demonstrate an understanding of PEP acceptance, prohibition, CDD & EDD guidelines in order to ensure that the INM RBWM is fully compliant with the PEP LoBP
• To be aware and identify high risk indicators for various products and Services offered by INM RBWM example Cash, insurance, credit cards products etc
• Ensure that all records are obtained in respect of INM RBWM customers or New to bank customer for any products and services provided by HSBC are as per the process laid down
• To 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
• Necessary remediation steps needs to be undertaken in case if there is any breach or non-adherence to the policy laid down in the LoBPs
• Must undertake necessary due diligence to ensure that the nature of the transaction is in sync with the customer profile , else raise it to line manager for further clarification
• The staff must 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
• If an employee becomes aware of High Risk Indicators on Credit Cards that appears to be linked to money laundering or the financing of terrorism, it is to be reported in line with the Unusual Activity Reporting 'UAR'
• Responsible for ensuring adherence with the guidelines laid down in the outsourcing line of Business Procedures for existing as well as new vendors which are being on boarded
• Having an oversight on data protection, service level agreements and undertaking annual vendor risk assessment on the vendors for all outsourced activities from a AML and Sanction Perspective

Major Challenges

• Managing the product: The sourcing guidelines are updated frequently and hence the challenge of ensuring effective implementation for the product line and efficient running of the operation.
  
  
• Managing target achievement through third party resources
• Where policies are complicated, they need to be carefully ingrained with dipping staff to avoid revenue leakage

Role Context

• 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 B12 of the Group Operations FIM
• Achievement of overall business objectives of monthly targets through need fulfillment at agreed cost of acquisition.
  
  
• To ensure business processes perform at optimal levels and acceptable efficiency standards

Management of Risk

• Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks
• To implement the Group Compliance policy locally by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, fostering a compliance culture and optimizing relations with regulators'
• Regulatory bodies such as RBI, TRAI, IRDA, etc provide the overall framework for Telesales operations within the Banking Industry and all internal guidelines & procedures need to be formulated within these parameters The key responsibility of this role is to ensure that Business Targets are met & all relevant guidelines are adhered to

Observation of Internal Controls

• Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner
• Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimizing relations with regulator

Requirements

• Graduate / post-graduate with minimum of 8 years' experience.
  
  
• Sound telesales background which includes experience managing alternate channels
• Total work experience of at-least 5 years with a minimum of 3 years' experience managing large business independently
• Good Communication Skills
• People Management skills with an ability to drive and motivate individuals to achieve Business Target

Additional InformationMandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required Useful LinkLink to Careers Site: Click 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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Hsbc is looking for .

Hsbc is looking for Any Graduate / Post Graduate profile candidates.