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Some Careers Grow Faster Than Others.
If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. 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.
Our sector-focused Banking relationship managers provide a single coverage point for multi-national clients. With our global capabilities and footprint, vast expertise and local knowledge, our Banking teams connect clients to the products and services that meet their global financial needs.
Role Purpose
To support the RBH in the delivery of customer driven service and sales, efficiency of service capability, operational quality and control of costs to meet the branch plan without compromising compliance to set standards and regulations.
This will be achieved by continually improving the standards of customer driven behaviour and by delivering a robust service and sales culture through the following:
Establishing and maintaining the highest standards of service quality.
- Customer contact management.
- Ensuring sales and service floor management (SSFM) is effectively run within the branch and is an integral part of branch operations.
- Monitoring and controlling all operational matters and ensuring operational integrity.
Principal Accountabilities:
- Sales and Service Management
- Assist in the delivery of the Branch's Retail plan.
- Promote and encourage the highest standards of service quality.
- Work with the RBH to ensure SSFM is in place in order to maximise opportunities, identify customers' needs and ensure they are matched to the appropriate member of the team to maximise the sales potential or the appropriate channel.
- Ensure the efficient use of electronic channels such as PTB, PIB, ATM, and Easy Pay Machines.
- Ensure that queues are minimised/managed and all irregular transactions are approved and/or regularized.
- Personally managing the sales floor and keeping a front office focus.
- By proactively seeking to listen and understand the customer’s needs to shape the development of products, services, and processes improvements.
- By handling difficult client situations as warranted
- By instilling a cross-selling discipline to enhance profitability.
- Developing and implementing a customer contact strategy in collaboration with the RBH using appropriate MI that suits customer needs and preference.
- By monitoring, reviewing, and streamlining work procedures in liaison with BRCM and ensuring compliance with various BOGs and OPS guidelines.
- By immediately addressing client concerns, including machine breakdown, within the service standards set.
- By handling Easy Pay cash balancing and ATM balancing/replenishment.
- By submitting periodic reports to FIN and ensuring the passing of tax reversal entries.
To maintain a suitably trained staff resource at levels appropriate for the needs of the branch
- By analyzing requirements using tools available.
- By ensuring development of staff skills and knowledge compatible with the requirements of the branch and notifying the RBH of any training needs.
- By agreeing objectives for all direct reports and conducting effective 1:1s and performance reviews and by coaching less experienced members of staff
- Building a business/team that us dedicated to the delivery of outstanding customer service and driven to achieve exceptional customer satisfaction.
To ensure operational efficiency and cost control in accordance with HSBC Bank plc policy standards and the Branch Operating Plan
- By monitoring and controlling all operational processes.
- By monitoring and maintaining control over all costs. (measured by achievement of a satisfactory audit).
To ensure the safety and security for customers and staff.
- By maintaining awareness amongst the staff for all safety and security issues and procedures.
- By ensuring the premises are maintained in accordance with the HSBC Bank plc standards.
To assist in the overall management of the branch.
- By contribution to the management team and assistance to the RBH where appropriate.
- By attendance at internal or external meetings or community activities in the absence of the RBH (as required).
- By providing relevant MI to the RBH on a daily basis.
To continually consider the principle of “Treating Customers Fairly” (TCF)
- By considering fairness in all aspects of strategy, product design and delivery, sales processes, customer literature and correspondence, financial promotions, administration and complaint handling.
To continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings and the impact of new technology.
- By ensuring all actions take account of the likelihood of operational risk occurring.
- By addressing any areas of concern in conjunction with line management and/or the appropriate department.
- Management of cash differences in liaison with RBH and Head of Distribution.
- By maintaining operational integrity standards.
To adhere to and be able to demonstrate adherence to controls
- By adhering to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
- By ensuring security controls are in place and compliant with BIM, FIM, BSP, GAA, BRCM, BIR and PCHC.
- By ensuring the strict implementation of the Cash Inventory Management System.
- By ensuring Branch staff participation on specialized training and/or annual refresher courses for Compliance and Money Laundering Deterrence Principles and Procedures awareness.
- To implement the Group Compliance policy locally by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.
- Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
- The jobholder is also required to manage operational risk, including its identification, assessment, mitigation and control, loss identification and reporting.
- BCPs are updated and communicated to all employees within the responsibility of their business unit; and b) annual testing requirements are done and communicated
Postulación
Experience, Skills and Qualifications:
- Customer driven and with a commitment to service excellence
- Excellent sales and people management skills
- Innovative
- Challenging
- An intolerance of mediocrity
- Must possess strong communication and interpersonal skills
You’ll achieve more when you join HSBC.
www.hsbc.com/careers
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Issued by The Hongkong and Shanghai Banking Corporation Limited.