SUMMARY

Role purpose (overall high-level summary of the role)

The role encompasses a number of tasks involving analysis of various forms related to CRS & FATCA across multiple business lines and regulatory environment (Customer Due Diligence & Tax). Focus is on high quality and hence aspirants are expected to comply with CRS & FATCA Regulations, policies/procedures and ensure customer profiles are prepared in accordance with Group and Regulatory Policy, obtaining documents as required from the client / relationship manager, undertakes all the necessary due diligence checks, and ensures appropriate escalation is followed according to Policy.

The role operates within the largest business service within operations and employs more than 10,500 colleagues in 39 countries. It supports the delivery of end-to-end digital journeys for customers in line.

The Global Service Centers handle 75 per cent of the in-house activity involved in processing mortgages. English-speaking markets are handled by teams located in Hyderabad and Kolkata. These teams support processing of applications and transactions.

The role holder is required to accurately and promptly process or check various instructions and requests, such as Wealth Account Opening, Closing, Servicing, Maintenance, Transfers, Reconciliation, Order Execution, Trade Settlements, and Corporate Actions, for customers across multiple regions. Provide high quality service to achieve maximum customer satisfaction by processing the customer instruction and resolving their queries. Responsible for achieving individual targets and goals whilst maintaining quality and compliance.

The teams who support Wholesale clients play an important role in supporting customers at different stages of their lifecycle. Teams work closely with business partners and transformation colleagues to improve the efficiency of processes, to make banking faster and easier for customers, and simpler for colleagues. By doing this, the team helps reduce the total cost of operations and enhance the overall customer experience.

This role involves imparting knowledge to new and existing team members on all aspects of functional procedures and associated systems such that the team members provide best in class service to customers, by meeting laid down targets on Key Performance Indicators.

To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Performance Level Agreements (PLAs). Responsible for relationship building and resolving customer queries / issues, account management in a professional manner (where applicable). Other responsibilities dependent on process assigned to. Receives / makes customer calls in a call center environment were ever applicable. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer’s request to the appropriate department/queue for resolution. Refer to supervisor for deviation/s or’ exceptions to procedures.

Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)

Ensure that targets on productivity and accuracy are met within stipulated time frame.

Appropriately and correctly interpret Instructions/requests.

Independently ensure that work is completed in accordance with established procedure and standards.

Effectively and efficiently process to achieve business goals on productivity, accuracy and improvements of process. Proactively identify issues, if any, and escalate.





Proactively seek out opportunities to provide internal and external customers with service excellence in the most effective and efficient manner. Get it right the first time.

Develop Solutions to problems and identify process and service improvements that enhance customer satisfaction and business results.

Get Cross trained on all relevant processes as per business requirements.

Acquire and update knowledge on procedures related to relevant process.

Work independently, complete assigned tasks accurately within the established timeframe as per the process benchmarks.

Identify ways to improve customer service/journey and create and demonstrate ways which leads to increase in productivity (efficiency & Quality) and improvement.

Proactively identify issues, if any, and timely escalate for effective resolution.

Focusing on resolving requests efficiently, accurately, and professionally and enhancing the service quality for the customers.

Efficiently maintain internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.

Ensure that the process related procedures are implemented as per the process manuals.

Ensure quality and productivity standards are maintained.

Ability to learn and implement the process updates or changes quickly and accurately.

Ability to understand and interpret numeric data.

Ability to multitask.

Impact on the Business/Function

Managing requests assigned in a timely and accurate manner and contributing towards undertake end to end remediation process to enhance positive client experience.

Complete other related duties as assigned.

Collaborate and engage closely with Lines of Business/Tax Teams to ensure bottlenecks are resolved efficiently and in timely manner.

Customers / Stakeholders

Proactively develop understanding of the business and product area thus creating a knowledge base within process

Collaborate closely with all stakeholders to develop and vet recent business requests in an efficient and timely manner, thereby enhancing performance, quality, and accuracy and reducing TAT.

Working closely with the Assistant Managers and Quality Checking Analysts providing support and coverage as appropriate.

Operational Effectiveness & Control

Identify, analyse and answer the customer’s issues and queries accurately. by following the standards, procedures, policies and group guidelines

Perform activities and meet quality parameter defined in for the process.

Work on feedback and ensure errors are not repeated.

Adhere to the compliance/ audit requirements set and communicated by the GSC Management

Maintain confidentiality of sensitive information of users; ensure breach of confidentiality is immediately bought to the attention of the line manager.

Work well independently; complete assigned tasks in the established timeframe as per the process benchmarks.

Proactively identify issues, if any, and escalate

Meet or exceed against the section average / PLA (whichever is higher) for the KPIs such as productivity% & RPH

Adapt to change owing to system enhancements & technological up - gradations.





Flexibility to work in an environment with changing shift timings and work extended hours as per the Business Requirements (Owing to change in scanning pattern and increase in volumes).

Ability to Learn Quickly and shift process at short notice as per the requirement.

Leadership & Teamwork

Participate in team meeting / team activities and work towards sustaining team spirit.

Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.

Acts as a role model for our Group Values and Behaviors (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values.

Support achievement of team objectives & participate in in development of cohesive teams.

Contribute to the creation of a supportive work environment driven by people centric values.

Build professional relationships with colleagues in upstream and downstream teams.

Actively support team and community activities and proactively promote HDPI family ethos in the community.

Ability to work with tight deadlines and under pressure.

Crisis management and process team meetings. Provide support and guidance to your peer group/share best practices in order to meet process/department objectives.

Own the profile management of requests assigned.

Should be an active team player.

Liaise with different teams as required to onshore /offshore to resolve queries if any.

Requirements

Functional Knowledge

Understanding of Loan Processing (E)

Computer & MS Office Knowledge (E)

Ability to understand and interpret numeric data (D)

Possess good conversational and written skills in English. (E)

Ability to learn quickly and transfer knowledge appropriately. (E)

Attention to detail. (E)

Ability to maintain focus while working with voluminous data. (E)

Ability to build rapport with and relate to a wide range of people. (D)

Acquire knowledge on Wealth Products & Services.

Acquire and update knowledge on procedures related to relevant process.

Knowledge of and implementation of the Group compliance policy, Operational Risk and SOX (Sarbanes- Oxley Requirements) as applicable for the Business / Function

Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centers & minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM.

Implement the Group Compliance Policy as applicable to your role in conjunction with the relevant laws, rules and codes with which the business has to comply within the country you reside and in relation to the countries migrating work to assigned GSC.

To continually re-access the operational risks inherent in the business, ta account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures and the impact of new technology in conjunction with the donor Group companies.

Responsible for one’s own performance. Required to ensure that the service levels are maintained at its optimum level.

Graduate in commerce. Higher qualification not a bar provided aspirations are commensurate with the position.

18 + months in current role (For existing HDPI employees)

Computer literate and ability to work on basic applications like MS Excel, MS Word and Lotus Notes (E)

Ability to balance quality and quantity (volumes) with primary focus on quality. (E)

Additional Information/Specific Skills (If Any):

o FATCA & CRS knowledge(D)

📌 Account Checker - FATCA (Bengaluru)
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📍 Bengaluru