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Operations Risk and Administration Associate

Aug 19, 2017
Competitive
Calgary, Alberta
Entry Level, Early Career

Description

Employment Type: Regular

  • To provide operational and administrative support and quality standards to the Retail Banking and Wealth Management (RBWM) business.

Impact on the Business

  • Provides efficient support through completion of duties that are routine and straightforward in nature, either face-to-face or through an alternate channel.
  • Completes basic administrative support, processing, operational, servicing and/or accounting related duties in support of assigned area.
  • Act as custodian for cash, combinations, keys and negotiable securities as required and in accordance with established guidelines.
  • Resolves issues as required and refers problems to higher level when appropriate.
  • Adheres to quality, compliance, regulatory and HSBC standards and follows established procedures and policies when completing tasks.
  • Maintains appropriate records of activities; prepares daily worksheets and reports as necessary.
  • Responsible for ensuring the accurate and timely processing of all activities related to servicing and supporting activities of the assigned area
  • Provides quality customer service support either face-to-face or through an alternate channel as required by the business.
  • Demonstrates a customer service attitude and may participate in sales campaigns and assisting with mining sales files, identifying sales opportunities and making referrals where appropriate.
  • Other projects as required.

Customers / Stakeholders

  • Meet expectations in terms of speed, certainty and efficiency of response.
  • Identify and understand basic customer needs in order to complete transactions and resolve issues quickly and efficiently.
  • Maintain superior and courteous service to internal and external contacts.
  • Ensure branch or work area is maintained in accordance with HSBC standards.
  • Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.

Leadership & Teamwork

  • Contributes to team-based approach in completing tasks and meeting internal and external customer needs.
  • Participates in quality, regulatory and compliance training in order to meet performance targets.
  • Demonstrates Group capabilities.
  • Promote an environment that supports diversity and reflects the HSBC brand.

Operational Effectiveness & Control

  • Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
  • Complete other responsibilities, as assigned.
  • Role Context (The environment and operating conditions of the role including the extent of guidance and authority)
  • Work involves routine or repetitive tasks under direct supervision.
  • Work is completed according to well-defined, established procedures involving limited independent judgment.
  • Supervisor provides direction for unfamiliar situations.
  • Decisions and quality of work will have an impact on customers and / or functional area.
  • Role involves some exposure to customers.
  • May work in call center or branch environment where systems are available in meeting services quality objectives.
  • May be required to work shifts outside of regular business hours.
  • Authority Levels

Management of Risk

  • Ensure compliance of both general and anti-money laundering and anti-terrorist financing (AML/ATF) compliance controls as well as operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.

Observation of Internal Controls

  • Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

Qualifications

Knowledge & Experience / Qualifications

  • Secondary school graduation.
  • Professional appearance and attitude.
  • Team player and development minded.
  • Strong communication (verbal and written), customer service and interpersonal skills.
  • Ability to learn and operate new software and technology.
  • Detailed orientated with good time management and organizational skills.
  • Ability to multi-task.
  • Previous customer service / banking industry experience an asset.
  • Ability to handle large volumes, tight turnarounds and multiple deadlines.
  • Some experience with conflict resolution required.
  • Understands / speaks second language is an asset.