Officer

Executive / Personal Assistant / Customer Service • Full Time • Kwun Tong, Hong Kong, HK • 5d ago

JOB SUMMARY

To provide a high level quality support to the Team Leader of Credit Administration Team (“CAT”), Credit Risk Control (“CRC”) in achieving the following goals:-

To provide a high level quality credit administration support to RMs in the Business Units while providing some independent control over the monitoring process
To manage the relationship between CRC and the allotted Business Units as well as between other team members within CRC.
To liaise with GBS India and all other divisions of the Bank in connection with daily routine matters on collateral monitoring, including but not limited to placement/removal of lien/hold over deposits/shares and maintenance/loading of limits for Margin Financing customers.
To ensure an accurate loading of credit limit, placement/removal of lien/hold over deposits/shares within service standard required by Business Units.
To ensure the smooth running of CRC so as to carry out work to the high standard the division required.
To ensure the coverage of security is sufficient at all time according to approved BCA/policy guidance

RESPONSIBILITIES

Act as a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client channel issues and identify opportunities to improve overall service for the clients
Ensure uniform approach towards implementation of Global Client Management
Model and adherence to DOIs
Deliver excellent service against agreed service standards, delivery standards, and minimal error rates as appropriate
Provide quality support and advice to Relationship Managers (RM’s) within all lending units on all documentation related matters, including the origination of documentation for customers where required
To deliver excellent service and advice to our Corporate & Investment Banking (“CIB”) and Wealth & Retail Banking (“WRB”) clients in all interactions for their channel activation pre-transactional enquiries/setup, trainings and other channel related issues

Perform end-to-end orchestration across all processes and services managed by Client Management (“CM”)
Engage clients throughout process, ensuring seamless delivery and client experience
Own and drive execution of processes, working closely with stakeholders and the value chain to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, across both simple and complex cases.
Adheres to first-time-right principles
Provide insight and suggestions to improving processes, identifying opportunities to streamline and automate. Looks at ways to promote standard work and best practices.
Undertake ad-hoc duties and when delegated by Line Manager and Country Head of CM
Perform all relevant onboarding processes
Creation of CDD for New Clients & Review of CDD for Existing Clients and perform regulatory onboarding (e.g. FATCA, CRS) activities
Drive GIC and network onboarding processes
Conduct checks on CDD as applicable
Respond and clear queries from Checkers / Other Specialists / Business CRM on a timely manner
Work in partnership with all relevant stakeholders effectively within the end-to-end CDD process
Where serving as a checker, perform checks on CDD output from Client Delivery Makers, ensuring they adhere to policies and standard work
Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations

Other Responsibilities

Embedding Here for good and the Group’s brand and valued behaviours in Client Management team
Performing other responsibilities assigned under Group, Country, Business or Functional policies and procedures

Qualifications

Strong ability to positively influence stakeholders across value chain to both orchestrate and execute on processes and deliver exceptional client service and experience
Ability to positively engage and build rapport with clients
Strong writing and presenting skills in English
Problem solver; looks for solutions and finds ways to progress despite blockages
Strong drive to deliver
Has a clear understanding of the client needs being serviced
Ability to work independently without direct supervision and able to cope with pressures from tight deadlines
A team player with good interpersonal skills

Role Specific Technical Competencies

Manage Conduct
Manage Risk
Manage People
Operational
Process Management
Onboarding (CDD and Regulatory Onboarding)
Credit Documentation
Enablement (Account Opening & Channels Activation)
Servicing (Static Data Maintenance, Offboarding)
Data Conversion and Reporting

What we offer
In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
Flexible working options based around home and office locations, with flexible working patterns.
Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

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