Regulatory Remediation analyst (UAE National)
HSBC · Al Ain City
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Role purpose
This role sits within GCOO Regulatory Projects and supports delivery of regulatory remediation and control uplift initiatives. This role supports delivery of central bank regulatory remediation requirements by contacting customers to obtain missing/updated identification documents and ensuring customer records are accurately updated on the bank’s core banking systems. The Analyst will manage assigned remediation cases end-to-end, provide clear customer communications, maintain strong internal controls, and ensure timely closure in line with regulatory and internal standards. The Analyst supports end-to-end remediation project delivery including requirements definition, stakeholder coordination, governance/MI, and implementation tracking to ensure timely and evidenced closure of regulatory commitments in line with internal and external expectations.
Duties & Responsibilities:
- Manage assigned regulatory project deliverables/workstreams end-to-end, ensuring milestones are achieved within agreed timelines and governance.
- Maintain remediation project artefacts including plan, decision log, and evidence repository to support audit/regulatory scrutiny.
- Monitor remediation delivery health (ageing, slippage, blockers), escalate at-risk deliverables through agreed governance and propose recovery actions.
- To be in regular contact with RMs on operational issues and take prompt follow-up action on outstanding matters.
- Take ownership of Client Maintenance and Servicing activities including ad hoc client queries and escalations.
- Manage a portfolio of central bank remediation cases, ensuring completion within agreed timelines and service standards.
- Perform customer ID outreach activities (calls/emails/letters as approved) to request required identification documents and follow up until receipt/closure.
- Update customer static data and ID details accurately in the bank’s core banking system(s) in line with approved procedures and “zero avoidable error” mindset.
- Maintain accurate case notes, documentary evidence, and audit trail to demonstrate remediation actions taken and outcomes achieved.
- Monitor ageing items and take appropriate follow-up actions; escalate overdue/at-risk cases to the team lead in line with agreed governance.
- Communicate clearly and professionally with customers to explain document requirements, how to submit, and expected timelines.
- Liaise with internal stakeholders (e.g., Relationship Managers where applicable, Operations, Compliance/Financial Crime, KYC/CDD teams) to resolve exceptions and progress cases.
- Provide regular status updates (dashboards/trackers) on case progress, customer responses, and outstanding document gaps.
Experience & Qualifications:
- A graduation degree is essential for obtaining a UAE visa and work permit. If your university certificate is from outside the UAE, up-to-date attestations and equivalency are also mandatory (Recognition of Higher Education Qualifications Issued Outside The UAE).
- Experience in operations, client servicing, remediation, or KYC/CDD support with strong attention to detail.
- Confident written and verbal communication skills for customer outreach and explaining document requirements clearly.
- Ability to manage multiple cases concurrently, prioritise effectively, and meet deadlines under pressure.
- High discipline in maintaining accurate trackers, notes, and audit evidence.
- Exposure to core banking/static data maintenance and/or client data platforms.
- Understanding of KYC/CDD concepts and how identification documentation supports regulatory compliance.
- Experience working with quality assurance, exception handling, and structured case management processes.
- Typically 1–3 years’ relevant experience in banking operations/client servicing/remediation/KYC support (flex based on local market and role scope).
- Takes responsibility for own case outcomes and flags issues early.
- Works inclusively and effectively with different teams and perspectives.
- Practical, outcome-focused approach: moves cases forward, keeps customers informed, and closes items cleanly.
- Kept strong control, data integrity, and stakeholder collaboration elements (core to remediation work).
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Issued by The Hong Kong and Shanghai Banking Corporation Limited