-Job descriptionManage the client onboarding experience, expectations and communications following the completion of the sale by the Relationship Manager (RM). Coordinate the onboarding process, including the collection of client information required to complete the Client Due Diligence (CDD) profile, to the point where the client has an active cash account and channel access.As well as the process to update all the documentation or data required by HSBC or by client in order to be in compliance with the regulatory requirements and the HSBC policy.The role will ensure client expectations are set against defined Service Level Agreements (SLAs) and these SLA's are visible & managed across all functions.Need to have high level of skills to communicate and business focus.Ensure that any data input is dealt with in a timely manner and in the correct and consistent formatMaintain a strong control environmentMaintain an environment in which compliance and risk control are some key performance criteriaControl of workflow processes, adhering to all associated proceduresActively participate in the development and refinement of the internal control/process environment to optimize the customer service proposition whilst maintaining the aboveMajor Challenges.The job holder is responsible for delivering a best in class customer onboarding and CDD experience, managing the expectations of the customer and all key stakeholders, prioritising actions and ensuring all service level agreements are met.Role ContextThe Case Manager function is part of the HBMX Wholesa COO team and work and directly with Banking Operations as a core component of the CDD Operating Model.RequirementsCommercial banking knowledgeCommercial awarenessA record of successful accomplishment in providing consistently outstanding customer service.Spanish mandatoryEnglish intermedio-avanzadoProven track record in a client focused environmentProven record of delivery within challenging timescalesKnowledge of the CDD Line of Business ProceduresUnderstanding of Financial Crime Risk managementAt HSBC, we expect our people to treat each other with dignity and respect, creating an inclusive culture that promotes equal opportunity. Our values define who we are as an organization and what distinguishes us, we value difference, we move forward together, we take responsibility for our actions, we use good judgment, we do the right thing and we make things happen. "At HSBC we offer our colleagues a greater number of days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care" At HSBC we are focused on guaranteeing gender equality and constant training for our employees as well as the protection of their labor and social rights.
