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Role Purpose
Handles general customer contacts in a contact centre environment typically on a Multiple products and or proposition. Provides high quality service to achieve maximum customer satisfaction by ensuring the completion of VCIP journey at first contact, where possible. Takes ownership and initiative to complete steps involved for resolution. Responsible for achieving individual key performance indicators whilst maintaining quality and compliance.
Principal Accountabilities
Impact on the Business
Video KYC enable customers to submit their KYC information through a video call from any place of their convenience ensuring compliance, faster on-boarding and minimize time to revenue.




Video KYC facilitates in improving the customer experience while saving on KYC cost.
Customers / Stakeholders
Provides excellent customer service to customers by face to face interaction with trained official to expedite the KYC process.
Leadership & Teamwork
Acts as a role model for our Group Values and Behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values
Values diversity amongst team
Operational Effectiveness & Control
Maintains HSBC internal control standards
Complete all mandatory and recommended LMS modules on time
Comply to all relevant AML regulations & Global Standards
Performing Customer Due Diligence as per the laid down guidelines in SOP.
Major Challenges
Changing performance parameters (e.g. Scorecard changes)
Understanding updates on procedural changes and compliance
Achieving customer excellence in every contact
Role Context
The role operates within a WPB and

📌 Assistant Manager (Mumbai)
🏢 HSBC
📍 Mumbai