Hsbc Vietnam

CRO and Operational Risk Support Officer is responsible for providing administrative support for Risk Business Management and Operational Risk within CRO and Admin Team. CRO and Admin team is responsible for protecting the organisation through appropriate risk management, ensuring that risks are captured, understood, clearly communicated and potential sources of loss are minimised in a cost-effective manner.
Key tasks will include:
- Support Operational Risk Head on producing regulatory reports (i.e. OL 3941), check Ops losss on monthly basis
- Facilitate logistics of Operational Risk Working Group Meeting and prepare draft Meeting Minutes on bi-monhtly basis
- Perform routine tracking of Risk Management activities with regards to Risk Heat Map, Top & Emerging Risk Report, Key Risk Indicator Dashboard (KRID)
- Consolidate information for the draft Risk Management Meeting (RMM) pack on monthly basis
- Consolidate information afor the draft Members’ Council pack on quartly basis
- Update Business performance for Risk Townhall on quartely basis
- Support annual review of RMM Effectiveness and KRIDin terms of routine tracking of data records
- Proactive teamwork and willingness to support colleagues in other tasks as they arise
- Support change initiatives and escalate any concerns

In this role, you will:
•Plan, develop and implement the activities and service initiatives to drive service quality and enhance service culture within the Retail Store environment.
•Ensure that the principles of Service & Sales Floor Management are firmly embedded and practiced within the Retail Store.
•Manage and develop team of Personal bankers to achieve acquisition targets across branch products.
•Lead the retail branch to Deposit mobilization targets and ensure Assets acquisition help in profitability of the branch.
•Strategize and implement acquisition programs for Premium banking assistant/officer.
•Ensure performance objectives distribution and lead management for the Premium banking assistant/officer team.
•Conduct regular sales meeting and participate on sales strategy meeting with Branch manager and Area manager.
•Enhance customer satisfaction and feedback through high standards of customer service.
•Manage the service & activities floor and monitoring the front office performance.
•Ensure the Individual Review is correctly offered to customers where appropriate.
•Provision of service & activities related guidance to all customer facing staff and support to the Retail Store Manager on improvements to Service standards.
•Provision of coaching and guidance to front office team within the Retail Store.
•Assist the Retail Store Manager in the execution of the Retail Store Strategy, in particular through Staff Engagement initiatives and Personal Career Development.

In this role, you will:
• Accurate checking / processing of monthly and ad-hoc financial reports and reporting on TM 1. Due attention is paid to accuracy / timeliness of completion of reporting as per deadlines given by Local FIN and ASP FIN.
• Challenge & improve planning/reporting to drive effective business management of: Financials, Forecasting, Cost Efficiency and Headcount & AOP.
• Coordinate with internal stakeholders on location management, facilities and infrastructure.
• Coordinate and lead complex projects by liaising with internal stakeholders such as ASP, IT, BIRO, conducting UATs, preparing DIBs.
• Responsible for checking and sending correct regulatory reports on time.
• Act as BCP coordinator of HSS, responsible to keep BCP and BIA up to date and review annually.
• Manage outsourcing projects, maintain outsourcing register and coordinate with TPEMs on on-going monitoring.
• Act as backup of Head of Business Management on system maintenance including but not limited to client static data, Standing Instructions, account opening/closing and escalation of issues/ mismatches appropriately dung reconciliation process. This is achieved by ensuring all static data are processed as laid down processes / regulatory guidelines / DIBs and Audit findings / recommendations.
• Timely escalation of situations wherein the normal process steps might need to be diverted from.
• Maintain HSBC control standards and follow Group Compliance Policy to minimize operational risk.

In this role, you will help Unit Head in achieving customer acquisition targets. Key KPIs include Customer acquisition, Active customer growth and revenue per customer.
Acquisition & Proposition Development:
• Develop the overall acquisition and channel strategy aligning with overall Premier proposition and targeted customer segments
• Formulate and implement Marketing and Business Development strategy for HSBC Premier while sustaining and increasing the market share position for the bank
• Help formulate and shape new product & service enhancements and/or third party partnerships through customer insights, competitive analysis, customer research and in-market tests
• Ensure all current and future initiatives are driving the right economics in terms of revenue and profitability for this segment
• Constantly monitor key indicators of customer growth & engagement in terms of product activation & cross-product holdings
Portfolio Performance Management
• Analyse customer data and insight across different customer propositions and products, aiming to identify opportunities to grow and retain customer value.
• Work closely with Analytics, Finance, Business Performance and Product teams, to grow relationship banking, enhance retention and increase customer recommendation.
• Analyse information gathered to develop strategies that increase the customer base and our share of wallet, improve retention and grow market share.
• Review and enhance understanding of our customer base using existing and other insight tools available
Business Development:
• Develop, implement, and manage retail bank wide initiatives that can include acquisition, retention, channel, process, technology and risk
• Understand the impact of regulatory change and ensure sales-process compliance on our lending products
Relationship Management:
• Maintain good relations with the third party partners to ensure maximum benefit is gained for both the partner and the Bank.
• Develop strategic partners for acquisition of new customers and rewards for existing
Support Unit Management:
• Take a leadership role with key stakeholders across the business, including Channels, Marketing, and Finance, to ensure we deliver all of the above as efficiently as possible
• Develop seamless relationships with all key stakeholders (Sales, Risk, Legal & Compliance, IT & Operations, Marketing, and Customer Experience) in order to ensure smooth running of the Premier business. Ensure maximum participation through feedback from all levels in order to cultivate spirit of product & customer ownership.
• Take a leadership role in cross-business collaboration between different Global Businesses & Functions within HSBC
• Ensure timely delivery & reporting of strategic initiatives, risks & issues to business, local & regional governance forums

In this role, you will:
• Lead a team of analytic professionals to optimise credit portfolios and strategies in order to balance risk/reward
• Manage transformation of retail lending through enhancing credit risk infrastructure and usage of new data sources to improve customer decisioning
• Conduct deep-dive portfolio reviews to guide/assist credit changes and risk mitigation strategies
• Lead the risk teams involvement in key strategic projects such as Digital lending, Basel II implementation and Stress Testing/ICAAP
• Provide the policy team with analysis to support credit policy reviews and changes
• Maintain close dialogue/cooperation with stakeholders across the Group, including business teams, policy, front line, underwriting/collection teams and external stakeholders (e.g. Credit Bureaus/local regulator)
• Ensure management information and regulatory reports are delivered accurately and timely
• Work closely with regional and local teams to implement credit strategies into systems.

In this role, you will:
• Support the delivery of projects. Typically, working on smaller projects/assignments
• Perform specific routine activities and processes ensuring accuracy of tasks performed
• Identifies and escalates issues
• Ensure the quality of tasks/services provided by themselves and others, general supervision or regular process checks/ review of output by a co-worker and/or supervisor
• Provide on-the-job training or support to other team members
• Management responsibility for a small team, including people, objective setting and performance
• Apply acquired knowledge to provide assistance to others
• Understand and adhere to established policies and procedures in own team
• Support change initiatives and escalate any concerns
• Perform investigation on level 3 cases, analyze data obtained through various sources and report the suspicious accounts; determine if there is evidence of money laundering and / or financial crime funding in account activities, by carrying out relevant investigations and report the suspicious accounts. The findings must be summarized in a clear and concise manner with evidences and thus ensuring that the work is completed in accordance with established procedures and standards
• Ensure a consistent approach is followed to achieve EIR PLA metrics
• Maintain a strong network amongst AMLi and FCC Operations locally and regionally to continuously drive best practices
• Proactively engage with colleagues in EIR and FCR Operations for a continuous improvement of the end-to-end investigation process
• Provide MI reports in the areas of responsibility
• Leverage from the EIR teams across all locations for knowledge management and sharing

In this role, you will:
- Direct and control the operations process to minimize operational loss
- Identify potential business opportunities for GTRF
- Keep Trade Sales team/ RMs updated of customers performance and their business plan to maximize returns
- Provide excellent services to customers
- Manage customer complaints
- Establish and maintain customer relationship by customer visits/entertainments with sales and/or RMs
- Contribute to the development of team members
- Manage underperformance
- Manage teams process in line with group procedures/local regulations etc. and contributes to the improvement of operation process
- By remind team to check correct computations and application of interest rate spread and commissions as agreed with individual customers.

In this role, you will:
•Deal with contacts with our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible.
•Deliver what is promised in line with customer expectations
•Offer value added products and services based on customer needs analysis and ensures customer understanding of those products
•Provide excellent customer service to complex inbound customer calls by keeping up to date on training and internal communications
•Certify to handle multiple propositions (i.e. Advance, Premier, Insurance) or multiple products (i.e. Loans, Mortgage, Core Banking, Cards) and has specialized in one of the high complex roles within the contact centre
•Generate customer loyalty through strong knowledge of key products and services
•Own and resolves issues
•Handle escalated customer calls
•Treat customers fairly and with integrity
•Deal with contacts with our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible
•Deliver what is promised in line with customer expectations
•Offer value added products and services based on customer needs analysis and ensures customer understanding of those products
•Provide excellent customer service to complex inbound customer calls by keeping up to date on training and internal communications
•Certify to handle multiple propositions (i.e. Advance, Premier, Insurance) or multiple products (i.e. Loans, Mortgage, Core Banking, Cards) and has specialized in one of the high complex roles within the contact centre
•Generate customer loyalty through strong knowledge of key products and services
•Own and resolve issues
•Handle escalated customer calls
•Treat customers fairly and with integrity

In this role, you will:
Financial Crime Investigation
- Conduct all types of financial crime investigations related transactions whether internal or external, covering all customer groups such RBWM, WSB and supporting functions
- Prepare all kinds of MI reports if required
- Identify fraudulent patterns/ financial crime trends by contributing to the development of improved financial crime management systems, processes, financial crime models and policies/procedures. Ensure they are well documented, understood and implemented
- Manage fraud detection system (INSTINCT): Handling all related matters and coordinating with ASP FCTM (Financial Crime Thread Mitigation management to create; test; and update rules
- Support Line Manager design/deliver financial crime awareness/financial crime detection training slides
- Comply with the requirement of internal policies/ procedures and regulatory.
- Ensure that the high level of customer service is maintained when interacting with the customers
- Participate in projects: UAT and implementation if required
- Coordinate with other team members to ensure that the daily tasks are completed in a timely and accurately manner
- Other duties or responsibilities may be assigned by Line Manager
- Complete all e-training required by the Bank on time or assigned by line manager and FH
Other specific skills
- Support Line Manager and FH in developing the strategies for financial crime detection and Investigation
- Liaison with law enforcement agencies and other government, banking and security contacts

In this role, you will:
- Lead branch network worksite customer acquisition initiatives
- Develop a network of new clients and referral sources, achieve high activity conversion rates
- Develop and execute sales events with target companies for worksite sales and referrals resulting in high conversion rate from prospects to customer and good relationship with corporate clients.
- Identify opportunities for campaigns, joined campaigns, products and events that will lead to an increase in quality customer acquisition.
- Achieve allocated business targets

This role is a dual role on Facilities Management (FM) and Capital Projects (CP) Management.
In this role, you will:
• Be responsible for the management of capital projects (fit-out work, construction,... ) and facilities/technical services of the corporate real estate portfolio in compliance with local regulations/HSBC standards.
• Be responsible for the management and delivery of the function in line with CRE strategy balancing performance, cost and risk mitigation.
• Be responsible for leading and managing all outsourced services for the sub-function in country, resolving any underperformance or issues and value-add initiatives.
• Deeply understand the sub-function contract(s) and have the ability to enhance supplier relationship(s) and support CRE’s partnership approach to improve performance.
• Develop operational recommendation and amendments.
• For some small countries delivering in-house solutions will be required, where outsourcing is not endorsed as part of the CRE strategy and as directed by Global CRE.
• Take proactive ownership and manage the respective functional area, ensuring effective planning and implementation of activities
• Manage the relationship with supplier(s) as the main point of contact for the business to ensure delivery and adequate performance of services.
• Build positive relationship and work together with suppliers as one CRE team to manage all aspects of service delivery and management.

The Infrastructure Client Services job is responsible for supporting the building and running of client services that enable DevOps, including managing collaboration tools, Banking Automation devices, Mobility Solutions, and Client Services.
This role will carry out some or all of the following activities:
• Ensures the completion and full sign off of Service Acceptance Non Functional Requirement controls for new IT Technology services or changes to IT Technology services, as well as ensuring compliance to the relevant Risk Controls and Standards
• Deliver and operate Telecommunications business services that utilise appropriate infrastructure technology solutions such that they are efficient, cost optimal and highly resilient, in collaboration with business and Technology stakeholders
• Support peers across IT to deliver functional and department goals in line with IT strategy, priorities and budgets
• Determine the strategic direction and execute in each of the Technology areas under Client Services responsibility
• Ensure Service Quality Targets are met for offered client services
• Business stakeholder management to define product roadmaps and keep other areas of HSBC informed about the Technological infrastructure capabilities available
• Write development code, understand a DevOps Continuous Integration/Continuous Delivery pipeline, and build automated test scripts (for infrastructure products and upgrades) and build automation interfaces between systems

In this role, you will:
- Assist the development and implementation of strategy for HSBC Securities Services (HSS) and drive strategic initiatives of Fund Services (FS) in Vietnam
- Direct supervision and management of day-to-day operations related to the FS business by:
. Quality of service given to clients and client feedback/complaints
. Ensuring regular meetings with clients/ Client Services team to obtain their feedback and making demonstrable advances in development of service
. Timeliness of reporting to clients, regional office and regulators
. Oversight/ supervision of outsourcing activities
. Ensuring all regulatory reports are done correctly and all commitments given in the Operating Memorandum (OM) are met
- Maintain relationships with regulators and market participants that facilitates influencing changes in regulations and market infrastructure. Propose and drive changes in the industry
- Leadership of FS team and part of leadership team of HSS
. Develop, train, and motivate staff to perform at their best
. Build a good working environment and promote staff engagement and collaboration
. Give proper coaching and guidance to staff
- Maintain HSBC control standards and follow Group Compliance Policy/ local regulations to minimize operational risks
. Remain compliant with and ensure awareness of Audit and Group requirements and other internal guidelines
. Ensures compliance with local regulations
. Timely implement internal and external audit points together with any issues raised by regulators

In this role, you will:
• Principal point of referral for all relevant investigations, which may originate from various internal or external sources.
• Continuously monitor and action requests that arrive in the enquiries inbox.
• The provision of timely and reliable assessment and triage on potential financial crime risks to improve risk management decisions within FCTM.
• Completion of initial case intake assessment and all associated logging to determine action status of request.
• To adhere to the globally defined triage procedures or approved country variances across FCTM Investigation, which are designed to support the operational effectiveness of the investigative capability.
• Ensure that all cases are correctly entered onto the case management system.
• Confidence, diplomacy and the ability to communicate with all levels of management, customers and external relationships.
• Provision of highest quality service levels to; Bank customers and other victims of financial crime; Other teams within Security & Fraud Risk; Retail Network and Direct; Other diverse business areas within the bank.
• Work effectively as part of a regional dynamic team including taking on unfamiliar/difficult tasks when necessary and providing guidance and support to others.
• Develop and maintain the relationship and understanding of activities across Triage and the wider Investigations / FCTM function.
• Communicate effectively with different business areas to ensure clear and consistent delivery of key messages.
• Develop and support a long lasting, effective team environment, to achieve mutual team and business goals.
• Sharing of best practices to enhance team delivery.
• Adhere to the framework, policies, procedures, and controls for the effective identification and mitigation of the specific financial crime threats to ensure risks are identified and managed.
• Accurately input and maintain key data into appropriate systems and within agreed timescales and guidelines.
• All tasks undertaken within the Service Level Agreements and in agreed timescales.
• The need to comply and be able to demonstrate compliance with internal controls.
• Implementation and compliance with Group Compliance Policy.
• Awareness of the operational risk associated with the role.

In this role, you will:
• Processes daily transactions as allocated by Assistant Manager, GTRF within service standards following strictly Group’s policy and procedures (TRF FIM, CRF Guidelines…) and local regulations.
• Defines customers’ special tariff and informs Assistant Manager, GTRF any incorrectly populated charge to make promptly adjustment. Takes timely action over irregular items in accordance with UCP, URC, ISPB, URR to protect the bank’s interest at all times. Manages self workload to be able to share workload with other colleagues when required.
• Proactively builds up good relationship with customers through daily communication, by joining customer events and customer entertainment activities
• Expands knowledge by attending online courses, training courses provided by the Bank to prepare for job rotation, career progression
• Maintain HSBC control standards and follow Group Compliance Policy to minimize operational risk by:
+ Remaining compliant with and ensures awareness of Audit and Group requirements and other internal guidelines.
+ Ensuring strict compliance with government banking regulations
+ Timely implementing internal and external audit points together with any issues raised by external regulators by closely monitoring and taking timely action over irregular items in accordance with UCP, URC, ISPB, URR to protect the bank’s interest at all times.

If you’re looking for an opportunity that will help you to gain the practical on-the-job experiences during your gradudation year or right after graduation, Workplace Experience Programme (WEP) in HSBC Bank (Vietnam) Ltd. is designed for you. WEP can asisst you to build your skills needed to embark on a successful career in banking industry. We offer WEP opportunities acrosses our portfolios including Wholesale Banking, Retail Banking & Wealth Management and Global Functions.
Business & Function Definition:
Wholesale Banking (WSB) serves millions of businesses, from small enterprises and mid-market companies to large multinationals, in developed and faster-growing markets around the world. WSB provide the services and expertise that businesses need to thrive. WSB has a network that covers three-quarters of global trade flows. WSB provide businesses with banking services in their home markets and overseas. These include global trade and receivables finance, global liquidity and cash management, multi-currency accounts, commercial cards, overdrafts, working capital finance, insurance, term loans and syndicated, leveraged, acquisition and project finance.
Retail Banking and Wealth Management (RBWM) serves millions of customers worldwide. RBWM employees help customers to manage their day-to-day finances and save for the future. RBWN offer career opportunities ranging from customer service and relationship management jobs in branches to roles in product development, sales, strategy, asset management and insurance. RBWM provides HSBC’s personal customers with a range of banking services, from current accounts, credit cards, personal loans and mortgages to savings, investments, insurance and wealth management. They serve customers through four main routes: our branch network, self-service terminals, call centres and internet and mobile banking channels.
Global Functions (GFs) play a vital role in supporting the bank’s Global Businesses and offer a broad range of career opportunities in areas from legal, risk and finance to human resources, sustainability, marketing and communications. Their operational and functional teams around the world help HSBC’s Global Businesses to operate efficiently and effectively on a day-to-day basis. They also focus on controls and governance to reduce risk and protect the Group’s reputation.
Vacancies to be filled:
1. Workplace Experience Program _ Global Liquidity and Cash Management (WEP_GLCM): 2 positions
2. Workplace Experience Program _ Risk Analyst Unit (WEP_RAU): 1 position
3. Workplace Experience Program _ Contact Center Service and Sales (WEP_CCSS): 1 position
4. Workplace Experience Program _ RBWM North (WEP_RBWM North): 2 positions
5. Workplace Experience Program _ Mobile Sales (WEP_MS): 2 positions
6. Workplace Experience Program _ Financial Crime Threat Mitigation (WEP_FCTM): 1 position
7. Workplace Experience Program _ Financial Crime Risk (WEP_FCC): 1 position
8. Workplace Experience Program _ Security Service (WEP_SS): 1 position
9. Workplace Experience Program _ Legal (WEP_LGA): 2 positions
10. Workplace Experience Program _ Finance (WEP_FIN): 1 position
11. Workplace Experience Program _ Human Resources (WEP_HR): 1 position
In this role, you will:
• Get involed in On The Job (OTJ) training and project work.
• Take on responsibility and contribute creative ideas to teams projects.
• Support The Line Manager on handling with daily operational functions.

In this role, you will:
• Manage verification staff and make sure the evaluating RBWM credit process is within the service level agreement.
• Approve RBWM credit applications against the Bank’s approved lending policies and within the assigned credit limit; assist Head of UWS team in other daily related tasks as and when required.
• Be responsible for delivering the highest quality service to customers through approving task.
• Handle internal and external customers’ enquiries of RBWM loan products.
• Control and minimize the credit risk.
• Manage a team of verifiers and approver officers and, coach them and develop them to the next level.
• Ensure the fair treatment of our customers.

In this role, you will:
• Be authorized on behalf of HSBC to present at Courts/ EAs for document submission and/or purposely deliver the bank’s claims based on every single case’s review.
• Be a second layer contact point for external lawyer firms, Courts and EAs to connect HSBC for any issues during litigation stage.
• Review Litigation MI/Mortgage cases in order to ensure that (i) litigation actions do not breach agreed SLA/TAT, (ii) all cases are up to date.
• High commitment is required for control payment in cash like OSAF. Monthly, OSAF will strictly be reviewed to make sure all controls from RMM are met. Any missing documents will be escalated immediately to line manager.
• Control e-payment to ensure that AP/GPU team make it appropriately in line with local policies. Reconciliation of these payments is conducted quarterly by GCB7 Litigation.
• Review cost effectiveness to make sure it is maximized. Monthly it will be reviewed and escalated if any dramatic high cost occurs.
• Monitor service payment with external law firms in order to ensure it is paid following service contract/agreement.
• Monthly control all accounts reaching 90+ dpd with receiving no cooperation to pay from customers to propose for litigation initiation.
• Review abnormal cases and escalate to line manager.
• Supporting line manager for MI/Mortgage reports.

In this role, you will:
• Cash/cheque withdrawal and deposit
• Money Exchange
• Demand Draft issuance/encashment
• Inward Telegraphic Transfer
• Delivery of ATM card/credit card/overseas card/cheque book to customers
• Customer inquiries about RBWM products and services
• Specific ownership of complex or high value transactions requiring additional knowledge or experience
• Provision of excellent customer service, by providing an efficient, friendly and prompt service
• Actively participate in the “customer retention” strategies as directed by managers to ensure customers are retained
• Actively introduce alternative delivery channels such as Personal Internet Banking and Express Banking facilities
• Support Counter Team and handling customer compliants
• Pro-actively take ownership of complex and high value transactions, with minimal referrals to line managers

In this role, you will:
• Deals with contacts with our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible.
• Delivers what is promised in line with customer expectations
• Offers value added products and services based on customer needs analysis and ensures customer understanding of those products
• Provides excellent customer service to complex inbound customer calls by keeping up to date on training and internal communications
• Certified to handle multiple propositions (i.e. Advance, Premier, Insurance) or multiple products (i.e. Loans, Mortgage, Core Banking, Cards) and has specialized in one of the high complex roles within the contact centre
• Generates customer loyalty through strong knowledge of key products and services
• Owns and resolves issues
• Handles escalated customer calls
• Treat customers fairly and with integrity