VP Service and Quality Contact Centre

Job description

Job description

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.  

Job Category:

We are seeking a highly skilled and dynamic professional to lead the Video KYC (Know Your Customer) process and assurance operations in a global contact center environment. The VP will oversee the end-to-end management of the Video KYC process, ensuring compliance with regulatory and internal compliance requirements, operational excellence, and customer satisfaction. This role requires a strong background in contact center management, process assurance, and exposure to regulatory compliance within the banking or financial services industry.

Responsible for leading, coaching, motivating, and developing a team of 70 – 100 VKYC Representatives in an Inbound Video KYC Service request for HSBC products and propositions.  Through actions, promotes and holds accountability to the highest level of customer service. Delivers upon quantitative and qualitative key performance indicators, in line with our business strategies and regulatory requirements (i.e. scorecard). 

Why join us?

Video KYC team is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are best in class in terms of Operations and technology.

 

Key Responsibilities:

1. Strategic Leadership:

• Design and implement strategies to optimize the Video KYC process.

• Lead cross-functional teams to achieve operational excellence and customer satisfaction.

• Drive the adoption of innovative technologies to enhance Video KYC performance.

2. Process Management and Improvement:

• Oversee the end-to-end Video KYC process, ensuring efficiency and compliance with local and global regulations.

• Identify and address bottlenecks to improve customer experience and reduce processing times.

• Establish key performance indicators (KPIs) to monitor and enhance process performance.

3. Regulatory Compliance and Assurance:

• Ensure all Video KYC operations adhere to applicable international , regional, and local banking regulations.

• Conduct periodic audits to identify gaps and ensure robust process compliance.

• Collaborate with legal and compliance teams to address regulatory updates and risks.

4. Team Development and Management: 

• Lead, mentor, and develop a team of KYC specialists and process assurance professionals.

• Foster a culture of accountability, innovation, and continuous improvement.

• Ensure the team is well-trained on evolving compliance requirements and best practices.

5. Stakeholder Engagement:

• Act as the primary point of contact for senior leadership regarding Video KYC operations.

• Build strong relationships with technology, compliance, and risk management teams.

• Liaise with regulators, auditors, and external stakeholders as needed.

6. Technology and Innovation:

• Evaluate and integrate cutting-edge technologies, such as AI and video analytics, to improve process efficiency.

• Partner with IT teams to ensure system stability, security, and scalability.

Requirements

·  Bachelor’s degree in Business Administration, Banking, Finance, or a related field; MBA preferred.
·  Strong Knowledge of KYC regulations, AML/CFT requirements, and international compliance standards.
·  Proven track record in process optimization, operational excellence, and team management.
·  Excellent analytical, problem-solving, and decision-making skills.
·  Exceptional communication and stakeholder management abilities.
·  Hiring experience and sound knowledge on HR policies and procedures
·  Application form should be submitted along with the current CV
·  All applicants should inform their respective Line Managers of their application.
·  All the completed applications should be submitted on or before the closing date.
·  Applicant should not be on a corrective action plan/disciplinary action in the last 6 months or any other performance action as on the date of application. 

Additional Information

·  Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.

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.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

 

Issued by The Hongkong and Shanghai Banking Corporation Limited, India