Job Description

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (COVID-19), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have. Some careers open more doors than others If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking that best suit our customers’ needs. Role Purpose:

• To plan, direct and control the branch customer interface functions in the front office and teller areas in order to achieve a high level of customer satisfaction together with operational efficiency.
• To develop and implement service and cross sell discipline and assist in developing service and cross sell culture in the service team.

Principal Accountabilities: Impact on the Business

• Transaction migration to ADCs
• A good understanding of HSBC customer proposition and in depth knowledge about the broad range of products and services offered by RBWM.
• Cross Sell of bank products

Customers / Stakeholders

• Ensure a consistently high level of service and product delivery.
• Anticipating customer needs and working with sales team to respond appropriately.
• Coach the team to achieve business goals and effectively meet customer needs
• Share all examples of best practice to drive overall customer experience.
• Handles customer complaints efficiently within the SLA to the TCF standards
• Lobby Management

Leadership & Teamwork

• Manage, develop and coach all customer facing sales and service staff, creating an environment to exceed individual and branch goals.
• Ensure visibility on the bank floor and facilitate excellent customer service.
• Display high standards around HSBC values and behaviour.
• Accountable for the line management, sales management and coaching of sales and service team.
• Support the recruitment of new members into the team, based on Bank standard process.
• Ensure the EDRAS model is followed effectively and the right product, service and solutions are offered to the customer.

Operational Effectiveness & Control

• Teller functions
• Audit and operational responsibility. Maintain HSBC internal control standards.
• Comply with the applicable laws, regulations, Group and local guidelines related to Sanctions and AML policy of HSBC while undertaking various day to day operations
• Remain alert and promptly report to the Sanctions Officer/ INM FCC office/ Line manager ( As applicable and required by the AML and sanction Policy) if a customer is found to be engaging in sanction evasion activities or violations of AML policy or any other related procedures.
• Understand the legal responsibility to be vigilant for unusual activity and reporting of the unusual activities
• Support the Country or Regional FCC AML Office/ AML Investigations by providing additional information when required
• Responsible for attending and successfully completing the AML and Sanctions related assigned training in the mandated timeframe
• Understanding the consequences of failing to attend or successfully complete the training as mandated by the AML Education Lead FCC;
• Requesting additional AML training that you deem necessary or appropriate to perform your jobs through your entity manager
• Demonstrate an understanding of PEP acceptance, prohibition, CDD & EDD guidelines in order to ensure that the INM RBWM is fully compliant with the PEP LoBP.
• Understand the relatively high reputational risk that arises from any perceived weaknesses in controls in respect of substantial cash deposits or withdrawals activity, wire transfer, monetary instruments and pouch and mail
• Manage and drive the collective performance of the sales & service team.
• Maintains and enhances the operational standards and efficiency.
• Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
• Adherence to the highest standards of risk management, control and compliance and global standards.
• Proactively assisting management in identifying and containing money laundering risk, reporting suspicions monitoring procedures and controls and fostering a compliance culture.
• Ensures all mandatory risk and compliance training is completed by team members on time
• To be aware and Identify high risk indicators for various products and Services offered by INM RBWM example Cash, insurance, credit cards products etc
• Ensure that all records are obtained in respect of INM RBWM customers or New to bank customer for any products and services provided by HSBC are as per the process laid down.
• Must ensure that the prescribed process is being followed while dealing with non HSBC customers request for monetary instruments and wire transfers
• Ensure Adherence to the regulatory guidelines and internal AML & Sanction Policy of HSBC, which includes pouch and mail, monetary instruments, cash services and payment transparency Line of Business Procedures
• To be aware of AML risk posed by pouch and mail, Monetary instruments, cash services and wire transfer services and should undergo the mandatory training for the same
• Necessary remediation steps needs to be undertaken in case if there is any breach or non-adherence to the policy laid down in the LoBP
• Must undertake necessary due diligence to ensure that the nature of the transaction is in sync with the customer profile, else raise it to line manager for further clarification
• The staff must be aware of the scope of services of various products and services that are offered and those which are prohibited because of the guidelines laid down in the line of Business procedures and must ensure the same is communicated to customer in a effective and polite manner
• Ensure adequate due diligence is undertaken by the Individual/team to ensure that the nature of the various transactions of wire transfer, cash services, monetary instruments are in sync with customer profile

Major Challenges

• Service proposition is the key differentiator and the jobholder needs to ensure a positive customer experience on a consistent basis. The jobholder needs to manage the branch independently (when required) and should have experience of managing a team of people.
• The challenge is also to ensure that staff is motivated to perform at a high level on a consistent basis.

Role Context The new branch structure necessitates that branches change from mere transaction outlets, to sales and service centres. Whilst the BM would drive this change, the CSM is responsible for sustaining the change. Service proposition is a key differentiator in any retail business, and the jobholder needs to ensure a positive customer experience on a consistent basis. The jobholder needs to manage the branch independently (when required) and should be sensitive to managing teams and conflicts therein. The CSM needs to manage the platform service stream, and ensure increase in customer service quality Management of Risk

• Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.
• Demonstrates leadership on regulatory and compliance matters. Maintains awareness of risk and minimizes the likelihood of it occurring through its identification, assessment, mitigation and control.

Observation of Internal Controls

• Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.
• Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner. Fosters a compliance culture within the team, managing compliance risk and ensuring that the necessary training is completed. Optimizes relations with regulators

Role Dimensions

• Coverage & Management of all aspects of branch
• Cross Sell of bank products
• Lobby Management

Requirements
Knowledge & Experience / Qualifications

• Minimum Graduation or as required for the role, whichever is higher
• Knowledge of operational integrity required by the Group
• Holistic understanding of the Branch Sales and Operations
• Through Knowledge of Branch operations, various matrices and Processes of the bank
• Sound understanding of the company’s customer service requirements
• Experience in customer relationship management.
• Team management experience.
• Skills in sales, financial planning and communication.
• Sound problem solving skills.
• Knowledge of bank and operating platforms.
• Industry and sector knowledge.
• Knowledge of sales and service techniques and models.

Useful Link Link to Careers Site: Click HERE You’ll achieve more at HSBC. HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. Issued by The Hongkong and Shanghai Banking Corporation Limited, India