Rumana Guha

Phase 1: KYC Advisory - APAC Region (Feb 2020-Sept 2024)

• Regulatory Advisory & Compliance Alignment:
• Interpreted and advised on regional and global KYC regulatory requirements applicable to APAC jurisdictions.
• Partnered with the Compliance team to assess impacts of evolving regulations on existing KYC processes and standards.
• Ensured timely dissemination and understanding of regulatory changes across operational and technology teams.
• Stakeholder Collaboration:
• Acted as a liaison between Business, Compliance, Change-The-Bank (CTB), and Technology teams.
• Participated in working groups and forums to discuss policy updates, implementation challenges, and control enhancements.
• Policy & System Integration:
• Worked with the CTB and Technology teams to embed new or revised policy requirements into KYC platforms and workflows.
• Defined and documented business requirements for system changes, particularly those impacting roles and entitlements in the user interface.
• Ensured that all regulatory-driven updates were accurately reflected in the onboarding systems through effective translation of business needs into functional design.
• Strategic Input:
• Contributed to policy change impact assessments and drove discussions on enhancing system and operational readiness.
• Assisted in streamlining advisory guidance to reduce ambiguity and improve operational execution across onboarding teams.

Phase 2: India Quality Lead - Client Onboarding (Sept 2024 - Current)

• Quality Governance & Metrics:
• Define and manage global quality control metrics for client onboarding processes across multiple regions.
• Establish governance frameworks for monitoring, reporting, and improving quality in low-performing teams.
• Conducted root cause analysis to identify recurring quality issues and implemented corrective action plans. Quality Structure Revamp:
• Led the redesign of the quality control function, including framework standardization, role alignment, and KPI recalibration.
• Streamlined checker workflows and introduced enhanced quality validation protocols to ensure consistency and accuracy.
• Change & Transformation Leadership:
• Spearheaded transformation initiatives across the global checker organization aimed at improving operational efficiency, consistency in quality, and regulatory compliance.
• Implemented best practices from high-performing regions across the global footprint to drive convergence and standardization. Strategic Collaboration:
• Represented the quality function in global onboarding governance forums, working closely with senior stakeholders in Compliance, Operations, and Risk.
• Playing a key role in global strategic discussions focused on automation, digitization, and continuous improvement initiatives in the onboarding value chain. People Leadership:
• Provide thought leadership and guidance to regional quality teams.
• Drive a culture of accountability, ownership, and continuous improvement within the global quality community
• Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.

• Performing Due Diligence for the new clients of for APAC Region to highest quality and in line with the latest policies and procedures.
• Performing the responsibilities of a Quality Checker to ensure the created profiles are in line with policies.
• Liaising with Team leads to re-mediate errors marked by the QA Team.
• Performing the required KYC screenings and researches on customers and its connected parties.
• Ensuring compliance with all AML laws, regulations, guidelines, written procedures.
• Providing SME support to the Team Members.
• Conducting Trainings for the Teams on Policy Updates.
• Improving and implementing customer risk rating criteria with KYC management and procedure.
• Meeting the needs and expectations of customers by ensuring that escalations are handled in a timely manner.

• Perform Due Diligence for the New & existing client of HSBC Middle East and North Africa Region to highest quality and in line with the latest policies and procedures.
• Have also extended support to the APAC New On‐Boarding Process by complying with relevant APAC Regional Policies and Guidance.
• Take complete ownership of any profiles/tasks that have been assigned until stage of completion.
• Proactive and responsible approach to urgent requests and queries from onshore counterparts.
• Develop and maintain excellent professional relationship with all stake holders.
• Training new joiners and guiding them throughout the learning curve.
• Driving production of the team.
• Aiding management in preparing reports and presentations with respect to the process.

• Smart handling front desk.
• Proper execution of various transfer transactions.
• Lodging of outward clearing cheques.
• Custodian of debit card and internet banking pins.
• Lodging and realizing outstation cheques.
• Responsible to deal with investments and new accounts every day.
• Cross selling of third party products to customers and ensuring there are no complaints on the products pitched.
• Providing healthy customer service.
• Researching on different market equities and suggesting the same to customers for investment.