Customer Due Diligence (CDD) Business Analyst- Process & Procedure

Job description

The Customer Due Diligence (CDD) Business Analyst- Process & Procedure role is based within the HSBC UK CMB CDD Programme Office

The role of the Customer Due Diligence (CDD) Business Analyst- Process & Procedure is to provide high quality support and decision making across a range of Global Standards and Financial Crime Compliance (FCC) related activities, including:

Your responsibilities will include:

· Know Your Customer (KYC) checks, report writing together with research and discussions with other departments to ensure that both the business and the programme are well engaged and informed.
· Ensuring a smooth customer journey by proving a high quality service at first point of call to achieve maximum customer satisfaction.
· Managing complex cases efficiently whilst maintaining quality and compliance.
· Protecting the bank, being a part of Global Standards, Investigation.
· Managing cases independently and efficiently: focus on efficiency, quality and effectiveness. Adherence to documented policies and procedures.
· Ensuring timely completion of KYC data inputs into bank system(s).
· Deputises for Global Standards Support Team Lead.
· Supporting Relationship Managers, Portfolio Managers
· Quality monitoring scores, non-voice checks: direct customer feedback via complaints, compliments and customer satisfaction surveys.
· Completion of required training and accreditations.
· Providing guidance to a team of Global Standard Support Interns, Graduates
· Contributing to team events, team meetings and suggestions put forward for improvements or efficiency gains, completion of other team related duties as appropriate.
· Displaying patience and empathy, and proactively manages his, or her career development.
· Assisting in timely implementation of internal and external audit points together with any issues raised by external regulators: completion of technical training that enhances system knowledge and proficiency, regular attendance at learning sessions and team meetings.
· Effective mentorship.

Desired profile

The ideal candidate for this role will have:
·  Role relevant experience desirable or a minimum of degree level qualification
·  Experience of using relevant software packages, i.e. MS-Office, MS-Visio
·  Experience working in relevant environments, i.e. Business experience in a variety of roles cantered on delivery of high quality customer service
·  Experience working in relevant environments, i.e. Fast paced is desirable but not essential
·  Past working experience in a relevant role, i.e. business analysis, data analysis, is desirable but not essential
·  Experience working in relevant market, or context, i.e. Commercial Banking is desirable but not essential
·  Past working experience in a relevant role, i.e. business analysis, data analysis is desirable but not essential
·  Experience of using relevant software packages, i.e. relevant product knowledge including knowledge of Browser Main Menu (BMM) is desirable but not essential
·  Previous experience of delivering an excellent customer service
·  A track record of constantly looking for ways to do things better and an excellent understanding of the mechanism necessary to successfully implement change
·  Consistently achieved objectives set for them and taken action to improve their own performance
·  Proven experience of leading others and creating an environment that supports and inspires people to develop and deliver
·  Planned projects and activities systematically in line with business priorities, using a variety of analysis and problem solving techniques
·  Experience of personally complying with business processes, rules and regulations

In addition to the details listed above, the ideal candidate will:
·  Be proficient with creating & maintaining optimised processes and clear procedures
·  Support the Processes & Procedures Implementation Manager in delivering the outputs to schedule
·  Generate documentation to programme timings and be flexible to adapt delivery to changing timescales
·  Have a flexible and adaptable approach to change and will support others to respond in a similar way
·  Set and achieve challenging short, medium and long term goals which exceeded the standards in their field
·  Have both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
·  Have experience of making prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes
·  Have experience of creating and deploying comprehensive business, operating plans which consistently deliver desired results
·  Have experience of building and managing complex relationships with significant customers showing good interpersonal skills
·  Have keen attention to detail
·  Have strong focus on customer-centricity

The base location for this role is Calthorpe Road, Edbaston.

At HSBC we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, working from home and staggered hours. If in considering a role with HSBC you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.

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.

Key search words: Business Analyst, BA, CDD, KYC, AML, CMB