Wealth Center Operations Manager

HSBC•Beverly Hills, CA

8d•$90,000 - $130,800

About The Position

The Wealth Center Operations Manager oversees operational, service, and compliance-related activities within a Wealth Center. The role helps protect customers and the bank by ensuring policies and procedures are followed consistently and service issues are resolved effectively. Working closely with the Wealth Center Manager and Field Support Manager, the manager improves network operational efficiency, operational controls, and risk management. The position is hands-on and closely connected to the customer experience. It is responsible for smooth daily operations, timely resolution of escalations, strong outcomes across monitoring and review requirements, and improved complaint triage and handling. The manager also supports operating coverage, transaction processing, lobby management, and operational staff, while conducting audits and implementing safeguards for customer data and banking operations.

Requirements

Strong verbal and written communication that promotes openness with staff, management, internal partners, and external parties.
Proven people management experience, decision-making, and structured problem-solving in an operations environment.
Strong organizational and time management skills for consistent day-to-day execution.
Ability to uphold compliance with relevant internal and external rules, regulations, and procedures, and reinforce responsible actions that reduce operational risk and internal control issues.
Sound judgment and a clear sense of urgency while maintaining professional and personal integrity.
Exceptional knowledge of the Wealth Center delivery system, bank policies, procedures and controls, products and services offered within the Wealth Center system, related operational activities, and relevant regulations.

Responsibilities

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 and improve First Contact Resolution (FCR) and 5 Day Resolution (5DR) while triaging solutions.
Investigate and research escalated issues to resolve them.
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.
Travel as needed.