Job Description

Job Advert Details Digital Business Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. Digital Business Services combines global expertise and technology to help keep us ahead of the competition. People responsibility: Y Report to: SVP and Head of Operations Role Purpose: The job holder will play a key role in developing and implementing strategic direction and standards for Account Services Operations, including Banking and WPB KYC Ops, in terms of capacity, quality, risk control, customer satisfaction and cost control so as to satisfactorily facilitate the fulfillment of the Bank’s overall strategy and business targets in Taiwan. Job Content: -Deliver excellent Service to meet or exceed customer expectation and drive the standardization and efficiency of processes to best-in-class. -Work with business partners to consistently deliver sustainable savings and support business growth. -Manage Client Due Diligence (CDD) as well as Regulatory Reporting (such as FATCA/CRS) processes to defined SLAs and compliance requirements. -Take ownership of the client experience and maintain the highest standard of excellence in customer service. -Ensure Quality at Source, deliver high quality, incident monitor/manage properly to increase process accuracy & reduce customer complaint. -Improve productivity and support initiatives that enable all customer groups to benefit from operational excellence (e.g., economies of scale, processing expertise, best practices and customer services). -Proactively manage cost to ensure costs are controlled within plan; timely escalate and work with relevant stakeholders to resolve cost challenges. -Develop a multi-skilled, productive, and proactive workforce. Improve team performance via regular check-in and timely coaching. -Develop effective teamwork both within the department and with Line of Business. -Improve staff engagement and lead staff transformation in Account Servicing Operations. -Maintain HSBC internal control standards, ensure compliance of Group Compliance Policy and Regulations in daily operations, collectively, monitor effectiveness and efficiency of controls. -Maintain awareness of operational risk and minimize the likelihood of its occurring, including identification, assessment, mitigation of operational risks, as well as timely implementation of internal and external audit points together with any issues raised by regulators. -Drive the standardization and efficiency of processes to best-in-class and meet Operational Excellence. Qualifications -Postgraduate / degree level of qualification in business studies and marketing preferred -At least 10 years of proven track record within the financial services industry -Sound operations management and banking knowledge / experience -KYC/ CDD and taxation (TATCA and CRS) knowledge -Problem resolving, well communication, presentation skills with strong leadership -Native in Mandarin and profession in English Speaking and Writing -Professional License includes Proficiency Test for Internal Control and Internal Audit 銀行內部控制與內部稽核 (INTCON), and Basic Test on Financial Market 具效期內之金融常識與道德 (FSE); Foreign exchange business handling and review staff 外匯業務經辦及覆核人員 (BIBP) a preferred qualification