Some Careers Open More Doors Than Others.
If you're looking to unlock new job opportunities, take a look at the possibilities right on your doorstep here at HSBC.
At HSBC, our purpose is opening up a world of opportunity and by joining our team, you can be part of something bigger. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible.
Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra-high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC's purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Private Banking and Insurance.
We are currently seeking an ambitious individual to join in the role of
Quality Assurance Manager.
Role Purpose
- The role of the Sales Quality Function is to ensure that HSBC's customers are treated fairly and are recommended products that are suitable for their needs and appetite for risk.
- Sales Quality Assurance (Check the checkers) should ensure that the checks conducted and documented on the sales by the Sales Quality Functions are in line with HSBC guidelines, policies and procedures as well as being compliant with respect to local regulatory requirements.
- The role of Quality Assurance Manager is to ensure the Sales Quality process meets the global standard for quality in assessing and auditing the sales quality outcomes, to ensure the products sold by the sales force are compliant and that all documentation meets to agree service standards.
- This role consists in reviewing a sample of the checks carried out by the Sales Quality team by providing an additional line of defense for conduct risk.
- This role is also required to conduct investigation on all complaints raised by WPB Stakeholders and mis-selling and misconduct issues identified during Sales Quality checks to provide a fair outcome to customers.
Principal Accountabilities
Impact on the Business / Function
- Ensure the business's compliance to HSBC Global Sales Quality and regulatory standards.
- Provide the business with assurance that the sales quality team is operating effectively and help to resolve issues when they arise.
- Comply with regulatory requirements to attain and maintain competence in accordance with relevant training and competence scheme.
- Adhere to and understand all technical changes and developments as they occur both internally as well as within the industry.
- Oversea both on-shore and off-shore Sales Quality Team to ensure the setting up of both platforms are effective in delivering the SQ standards.
Customers / Stakeholders
- Ensure queries raised with the sales force and with the Sales Quality team are resolved satisfactorily and provide technical support and guidance to teams.
- Deal with enquiries from the Sales Quality Team, both written and verbal
- Deal with the relevant Compliance department and report findings.
- The role holder interfaces with Senior Management in Sales Quality and in the Sales Force on a regular basis and providing feedback via presentations / Top Issues / Error MI analysis to build positive working relationships and focus on quality / getting it right first time thus improving the customer experience.
Leadership & Teamwork
- Build and maintain satisfactory working relationships with the Sales Quality team, looking at ways to enhance the perception of their department.
Operational Effectiveness & Control
- Ensure all areas of risk are considered, the correct remedial action taken, and processes changed where necessary.
- Ensure policies and procedures are followed and updated to meet rapidly changing legislation and products.
- Put in place effective controls to ensure full adherence to Group, Regional, legal and regulatory requirements across all RBWM business.
Requirements
- Appropriate local certifications for Sales/Risk roles
- Qualification in Financial Planning )preferably)
- Knowledge of compliance process and procedures or similar experience
- Comprehensive knowledge of financial services / industry / products / regulation
- Ability to make important decisions and take decisive actions
- Communicate at all levels with confidence (written & verbal)
- Good working knowledge of HSBC and the RBWM business including relevant sales and risy systems
- Comprehensive knowledge and understanding of HSBC Sales Quality Standards and Sales Procedurs and application in a holistic planning approach
- Good organisational and coaching skills
- Ability to understand urgency and prioritisation when required
Opening up a world of opportunity
www.hsbc.com/careers
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 HSBC Bank Malaysia Berhad
