Wealth Center Operations Manager

HSBC Global Services Limited•Los Angeles, CA

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 that policies and procedures are followed consistently and service issues are resolved effectively. The manager partners closely with the Wealth Center Manager and Field Support Manager to improve network operational efficiency, operational controls, and risk management. The position supports smooth daily operations, timely escalation resolution, strong monitoring and review outcomes, and improved complaint triage and handling. It is hands-on and closely connected to the customer experience. The role also shapes day-to-day Wealth Center operations by improving service outcomes while maintaining strong operational and compliance standards. Work spans operating coverage, issue resolution, complaint triage, Customer Due Diligence and know-your-customer remediation, audits, assessments, and safeguards for customer data and banking operations. Travel is required as needed.

Requirements

Strong verbal and written communication skills that promote openness with staff, management, internal partners, and external parties.
Proven people management experience, decision-making ability, and structured problem-solving in an operations environment.
Strong organizational and time-management skills to deliver consistent day-to-day execution.
Ability to uphold relevant internal and external rules, regulations, and procedures, and reinforce responsible actions that reduce operational risk and internal control issues.
Sound judgment, a clear sense of urgency, and 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, improve First Contact Resolution (FCR) and 5 Day Resolution (5DR), and triage 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 activities related 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.
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.