AVP - KYC/CDD Training - CDD Operating Unit

To be the Operations Training point of contact for GSC onshore requirement for CDD Operating Unit. Have overall accountability for coordinating and delivering where possible, operations training relating. Analyzing the process MI, Quality control, Process enhancements, Audits/Compliance reviews, Regulatory updates and implementation of global standards.

To lead the technical training and competency approach and framework for the CDD Operating Unit by

i) Coordinating and managing training teams involved in on-boarding and training of new staff

ii) Formal periodic training of BAU staff and

iii) Implementation of global standards.

Principal Accountabilities: Key activities and decision making areas Typical Targets and Measures

Impact on the Business/Function [COMPLETE 3-4 AREAS]

- Lead, develop and manage the training team located at various CDD locations across global operations by demonstrating leadership and HSBC Values and Behaviours

- Support CDD operations and implementation of global standards through effective and timely training programmes and support

- Prepare and implement the Annual Training Plan and provide clear strategic directions to the site Training Managers consistent with the Global standards

- Ensure training imparted to employees is of high quality and performance standards are achieved within the set timescales by team observations and seeking feedback from relevant stakeholders

- Monitor the consistency of training delivered through periodic checks to ensure all trainers are consistently meeting the quality deliverables. Detailed reports of these checks to be recorded and used for performance reviews and audit requirements

- Gain awareness on, share information and shape training opportunities from what is happening in the Risk & Compliance external environment and within the Group

- Provide staff career development opportunities with the objective of enhancing domain knowledge, technical skills and personal effectiveness capabilities

- An accredited team of highly effective, tenured and motivated people committed to adding value to the business

- Providing qualitative feedback to Training staff

- Effective oversight of the training program / interventions conducted at sites to ensure timely delivery of appropriate training/ operational needs.

- Adherence to the Training Plan

- Enhanced skills and knowledge capabilities of employees

- Embed Group values, diversity and inclusion into training programs and trainer behaviors

- Ensure all Training related management information e.g. trainer quality, training conducted/delivered is clear, accurate and delivered to stakeholders within agreed timescales

Customers / Stakeholders [COMPLETE 3-4 AREAS]

- Agree, develop and deliver training plan to the satisfaction of all stakeholders. ( Line of Business - RBWM, Regions and FCC )

- Maintain practices/ procedures to improve quality through consistent coordination with relevant stakeholders.

- Ensure timely implementation of migrations training schedules by effective learning management of new joiners

- Periodically arrange for trainings/ presentations to be delivered by external /internal speakers to foster staff capabilities and professionalism

- Ascertain training needs based on staff feedback; strategise and implement the action plan working with Communications as appropriate

- Design and roll out the Learning Curriculum

- External / internal speakers attend training programmes and workshops

- Positive feedback from staff survey

- Requisite domain knowledge and expertise delivered to staff in line with business requirements

- Ensure training materials are periodically updated

Leadership & Teamwork [COMPLETE 3-4 AREAS]

- Lead and maintain a team of Training Managers, process trainers across CDD global operations locations

- Ensure adequate development and training is provided to the team to develop skills and competency within CDD & BO Operations.

- Be sensitive to cross cultural nuances and exhibit maturity and tolerance in managing the same

Close working relations maintained with colleagues and functional reports by 1:1s, team meetings, visits, telephone calls, written reports and alerts. Clear and up to date training procedures

Involvement in development of technical presentations and case studies

Operational Effectiveness & Control [COMPLETE 3-4 AREAS]

- Ensure employees adhere to the established operational risk controls in accordance with HSBC or regulatory standards and policies, especially given the regulatory implications associated with Premier International cross border account opening services.

- Ensure all actions take account of the likelihood of operational risk occurring and address any areas of concern in conjunction with operations management and/or the appropriate department.

- Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators Clear risk-based QC standards/ advice documented.

Review audit reports, compliance reviews, IRIS etc and QC controls within the operational risk database and take appropriate action regarding any significant exceptions

Evidence of close collaboration with GSC BRCM/Risk control infrastructure. Nil high risk or repeat audit finding and Nil instances of regulatory exposure.

Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities)

- The role requires excellent inter personal and communication skills with the role holder required to liaise and coordinate with operations management remotely across multiple geographies but also to articulate problems and solutions/ideas to senior management

- The role requires the ability to influence, teach and encourage CDD Site leads, managers in implement a leading training curriculum

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

- This role will report into Operations Training Lead for Banking Services

- Commercially astute as role requires individual to be aware of customer, operations and market requirements

- The role entails regular contact with peer group and senior managers to coordinate efforts and report progress and results

- The individual will have a steep learning curve and will demonstrate the ability to apply learned techniques, knowledge and expertise to new business situations and in different business environments

Management of Risk (Operational Risk / FIM requirements)

The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.

This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring and also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Observation of Internal Controls (Compliance Policy / FIM requirements)

The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.

The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term - compliance- embraces all relevant financial services laws, rules and codes with which the business has to comply.

This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.

Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget)

This role will lead the Technical Training function across the global operations CDD locations and will have the site Technical Training managers reporting into the role. The training team will be key in ensuring that the global operations CDD teams are equipped to implement global standards.

Headcount reporting to this role Direct: Indirect: Total: 24

Knowledge & Experience / Qualifications (For the role - not the role holder. Minimum requirements of the role.)

- 10+ years- experience in managing Technical Training and or Multi Region Operations

- Ability to maintain control, direct and motivate in an ever-changing environment

- Ability to analyze data efficiently, draw conclusions on what the data means and actions required

- Strong relationship management skills with the ability to manage & engage multiple stakeholders, meet their expectations, negotiate in situations of conflicting interests and influence key decision makers in a positive manner

- Highly effective in working with all levels of management and staff and able to work and influence decision making in a matrix environment

- Strong communication, presentation and influencing skills - both verbal and written

- Operates effectively across cultures and in multi-cultural diverse work environments

- Resourceful - ability to leverage resources available to achieve goals

- Ability to understand and implement Group risk management policies