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CDD Production Manager

HSBC Service Delivery (Polska) Sp. z o.o.

  • Kapelanka 42a, Kraków
    Kraków, Lesser Poland
  • offer expired a month ago
  • contract of employment
  • full-time
  • manager / supervisor
  • remote recruitment

HSBC Service Delivery (Polska) Sp. z o.o.

Kapelanka 42a


Your responsibilities

  • Monitoring Client Services performance in ETB (Existing to Bank customers) to ensure each country/sector is aligned to the agreed KPIs, partnering with the regional Client Services ETB team to ensure early intervention and corrective action to achieve targets

  • Providing informed insight to the Client Services ETB team on improvements in governance, reporting and execution requirements, helping to identify trends and areas of performance concern

  • Partnering across all relevant functions including FCC, Book of Work and Policy teams to ensure timely and effective delivery of the CDD Book of Work

  • Actively participating in relevant change initiatives, compliance and operational risk related forums / committees as required

  • Support Wholesale Client Services in meeting its obligations in connection with requirements and issues raised by external regulators / interested parties as required

  • Ensure that senior management are appropriately advised of any operational or CDD related concerns by providing informed insight and early intervention/escalation as required

  • Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets

  • Working with various teams – ensuring the overall functional objectives are delivered and building strong relationships within the team and across functions

  • Assisting with the development of a culture of meritocracy, high performance standards and high achievement amongst our people

  • Providing regional functional leadership and direction to all CDD resources; across the regional and country structures, driving consistency of client / customer experience

  • Leading, developing and providing a stimulating work environment for exits teams to develop critical capability to provide for succession and ensure delivery of business objectives

  • Developing and deploying individual contributor performance management frameworks to drive efficiencies

Our requirements

  • Thorough understanding of the Group and the GB and CMB businesses, including products, propositions, services, systems, sales process, relationship management models, the financial services landscape and competitor developments

  • Highly developed understanding of end to end client lifecycle in Commercial and Global Banking; experience of existing to bank client lifecycle management with either a focus on Exits, Onboarding and/or CDD

  • Exposure to Middle Office technology such as Client Vision, CRT, NGT, Global Links and ClientSphere and other HSBC systems such as HUB, HORIS etc.

  • Strong MS Office skills primarily Excel & PowerPoint

  • Microsoft Word, Excel, Power Point

What we offer

  • Stable job in professional team

  • Interesting career path in an international organization

  • Private health care, employees’ benefits

  • Courses & training for our employees

  • Modern office buildings near the city center of Kraków

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • corporate sports team

  • doctor’s duty hours in the office

  • retirement pension plan

  • corporate library

  • no dress code

  • video games at work

  • coffee / tea

  • parking space for employees

  • leisure zone

  • extra social benefits

  • employee referral program

  • opportunity to obtain permits and licenses

  • charity initiatives

  • family picnics

  • extra leave

Recruitment stages

Phone interview


Online assessment


Zoom interview


Welcome to HSBC!

HSBC Service Delivery (Polska) Sp. z o.o.

HSBC is one of the world’s largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through a network that covers 64 countries and territories.

HSBC Service Delivery (Polska) Sp. z o.o. is HSBC's global finance, operations, risk and technology centre. We use our unique expertise and capabilities to provide specialised services – our people range from technologists transforming the banking experience to operations professionals managing 1.7 trillion payments a year.

Our Purpose – Opening up a world of opportunity – explains why we exist. We are 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.

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Job Description

The overall objective of the Europe CDD Production lead is to facilitate and own the delivery of CDD (Customer Due Diligence) for Periodic Review, Event Driven Review and Remediation-driven activities on behalf of the GBM and CMB businesses. The role will provide coordination and act as an escalation point for country CDD issues/requirements that require escalation or support across the region.

The creation of a Wholesale COO is a key part of HSBC’s transformation strategy. The Europe CDD Production lead role will be responsible for supporting this transformation by leveraging technology and by bringing teams together across the region to support both Banking and CMB. A key part of the role will focus on integrating reporting, governance, and systems under one single consistent CDD production operating model within the Wholesale structure.

The role holder will be required to deliver robust operational management across all functions and countries, maximise operational performance and improve the client experience on behalf of the production teams within Wholesale COO. This will be done by monitoring performance and CDD quality and also by supporting respective teams to manage FCR (Financial Crime Risk) through achievement and continuous improvement against targets for all KPI and KRI metrics.

The role will report to the Europe Head of Existing to Bank within Wholesale Client Services (WCS). Wholesale Client Services comprises: New to Bank; Existing to Bank; Credit Analysis Unit; Service Management; Regulatory Business Support; Exits; Wholesale Client Services Centres.

Enhance the operating model by supporting on new strategic transformation opportunities by identifying areas of performance improvement and partnering with the production and transformation teams to deliver continuous improvement in any operational or CDD related matters.