Operations Officer, IWPB Ops

Job description

Job Advert Details

Service, amend, cancel or close existing accounts associated with customer products or services and administer product/service processing within the guidelines of the service level agreements and under the guidance of senior team member.

Summary of Main Tasks and Responsibilities

The role holder will:

·  Responsible for IWPB Customers operation
·  Research customer information via multiple sources and inquire information by contacting directly customer via phone where applicable.
·  Work with stakeholder and other compliance functions to process in accordance with the HSBC Global Standard and the relevant laws and local policies, processes & procedures. Interface with Compliance, Front Office and Relationship Managers where applicable especially on matters that involve escalation of pending and ageing Profiles
·  To provide technical support to the team so that tasks are performed in an efficient, accurate and professional manner, and in accordance with relevant policies
·  Evaluate impact of new regulatory / internal requirements and provide timely feedback.
·  Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
·  Meet the needs and expectations of customers by ensuring that escalation and complaints are handled in a timely and appropriate manner.
·  Ensure profiles are error-free for timely process.
·  Develop and maintain excellent professional relationship with all stakeholders.
·  Process customer instructions accurately in accordance with agreed quality standards.
·  Demonstrate ways to improve service quality and exceed customer’s expectations.
·  Receive/make calls from/to customers (internal/ external) 

Operational Effectiveness & Control

·  Apply knowledge of relevant operational manuals (including the Ops FIM), anti-money laundering, sanctions and internal procedures/polices and regulatory requirements of the business to ensure suspicious transactions are promptly escalated and to continually evaluate the operational risks inherent in the process.
·  Ensure that transactions are executed in accordance with the established procedures and standards

Information

·  Prior experience and background required.
·  Good knowledge of the products/systems/applications used in the operational environment.
·  Strong interpersonal skills.
·  Effective communication skills & excellent customer communication via mail/call
·  Proven track record towards high level of customer service
·  Prior experience and background in operations or customer services would be an advantage.