Wealth Center Operations Manager

Our purpose - Opening up a world of opportunity - explains why we exist. Here at HSBC, we use our unique expertise, capabilities, breadth, and perspectives to open up new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world - for our customers, our people, our investors, our communities, and the planet we all share

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

Ready to strengthen Wealth Center operations, service and risk controls every day?

Why HSBC

HSBC is one of the largest banking and financial services organizations in the world. Guided by our purpose of opening up a world of opportunity, our ambition is to become the world’s most trusted bank globally, putting customers at the heart of everything we do.

The Opportunity

The Wealth Center Operations Manager oversees operational, service and compliance-related activities within the Wealth Center. This role helps protect customers and the bank by ensuring policies and procedures are followed consistently while service issues are resolved effectively. You’ll partner closely with the Wealth Center Manager and Field Support Manager to improve network operational efficiency and operational and risk control. Success looks like smooth daily operations, timely resolution of escalations and strong outcomes across monitoring and review requirements. You’ll also strengthen how complaints are triaged and handled to improve service results. The work is hands-on, visible, and closely connected to the customer experience.

What you'll be doing

• Manage daily Wealth Center operations to ensure operational soundness and compliance with policies and procedures
• Collaborate with Wealth Center Managers and staff to maximize use of the Complaint Management System to improve First Contact Resolution (FCR) and 5 Day Resolution (5DR) while triaging solutions
• Perform investigations and research to resolve escalated issues that arise
• Deliver Green Red-Amber-Green (RAG) status for continuous monitoring activities and Wealth Center Review requirements
• Own remediation activity relating to Customer Due Diligence (CDD) and know your customer (KYC) checks including Periodic Reviews and Requests for Information (RFIs)
• Identify areas for improvement and implement corrective actions as needed
• Ensure Wealth Center operating coverage including transaction processing, lobby management, and operational staff support
• Conduct regular audits and assessments to identify and mitigate operational risks, fraud, and security breaches
• Implement measures to safeguard customer data, maintain confidentiality, and uphold the integrity of banking operations

What we're looking for

• Demonstrate strong verbal and written communication that promotes openness with staff, management, internal partners, and external parties
• Bring proven people management experience, decision-making and structured problem-solving in an operations environment
• Apply strong organizational and time management skills to deliver consistent day-to-day execution
• Uphold compliance with relevant internal and external rules, regulations and procedures and reinforce responsible actions that reduce operational risk and internal control issues
• Use sound judgment and a clear sense of urgency while maintaining professional and personal integrity
• Bring exceptional knowledge of the Wealth Center delivery system, bank policies, procedures and controls and the products and services offered within the Wealth Center system, related operational activities and relevant regulations
• Travel as needed

Strengthening Wealth Center Operations

This role offers the chance to shape how a Wealth Center runs day to day by improving service outcomes while keeping operational and compliance standards strong. You’ll work across operating coverage, issue resolution, complaint triage and remediation for Customer Due Diligence and know your customer requirements. You’ll also strengthen audits, assessments and safeguards that protect customer data and the integrity of banking operations. If you want work with clear impact on customers and controls, we’d welcome your application.

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

Your final fixed pay offer will depend on the candidate and several variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.