Job description

Our purpose - Opening up a world of opportunity - explains why we exist. Here at HSBC we use our unique expertise, capabilities, breadth and perspectives to open up new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world - for our customers, our people, our investors, our communities and the planet we all share.

As the manager of the Customer Outreach Team you will lead a team of specialists whose role is to accurately complete RFI (Request for Information) and CART reviews for WPB KYC team obtaining and verifying Customer Due Diligence and Know Your Customer information to retain customers and save revenue. This is a high paced, customer facing team, managing high volumes under strict service levels. In this role you will interact with many stakeholders at the Wealth Center, Direct, and Financial Crime Compliance and Risk Compliance teams to ensure adherence to bank standards and to drive process efficiencies.

Here’s what you can expect:

This is a fast paced, team focused environment. The role is responsible for retaining clients that have missing required account details or are under annual account review. In order to continue their relationship with HSBC customers are required to provide updated and complete information regarding their account usage and purpose, as well as all LOBP data requirements. You can expect to be accountable to ensure the team delivers in line with service levels, and all remediation activities relating to Customer Due Diligence (CDD and Know Your Customer (KYC) validations. You’ll ensure oversite and management of day-to-day activities and prioritization of work. You’ll establish targets and create process improvements to create an operationally efficient, customer-oriented team. In this role, you’ll be involved in systemic implementation of change programs and developing and/or implementing operating procedures in accordance with the operating model.

For this role, HSBC targets a fixed pay range between $59,500 and $89,200.

The final fixed pay offer will depend on the candidate and a number of variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.

At HSBC, our overall goal is to provide a competitive Total Reward Package, with an appropriate mix of fixed pay, and variable pay, as part of an employee’s overall total compensation and benefits. Variable pay generally takes the form of discretionary, annual awards (sometimes referred to as a “bonus”). Additionally, HSBC offers a wide range of competitive and flexible benefits designed to help you improve your health and well-being, finances, and lifestyle.

Requirements

Employment eligibility to work with HSBC in the U.S. is required as the company will not pursue visa sponsorship for these positions.

• College degree and 5 years progressive management experience including leading through change, and training.

• Expert knowledge of Bank KYC and CDD requirements for onboarding accounts

• Expert knowledge of WPB LOBP, knowledge of PEP, SCC clients and High-Risk Customer reviews, experience identifying red flags and strong operational risk management skills.

• Experience managing teams and operations with tight deliverables

• Excellent coaching and developing skills and strong ability and background in creating customer focused teams

• Expert knowledge of core bank systems including SFE, CDD KYC Tool, MWS, access data base management.

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming, diverse and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

HSBC is one of the world’s largest banking and financial services organizations. Our global businesses serve around 39 million customers worldwide through a network that covers 62 countries and territories. Our customers range from individual savers and investors to some of the world’s biggest companies, governments and international organizations. We aim to connect them to opportunities and help them to achieve their ambitions.