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Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers look after their day-to-day finances and manage, protect and grow their wealth. Our wealth management teams provide financial planning and advice and market insight and updates, as well as products in areas such as investments, deposits, insurance, financing and foreign exchange. They include relationship managers, who work to understand the financial needs of clients and create strategies to meet their objectives, as well as technical product experts, sales managers and support staff.

Branch Sales Manager (BSM) is a pivotal role in a branch . Being a customer facing role The BSM has a central role to play in effectively leading and implementing changes introduced as an integral part of delivering the business strategy. Which requires good understanding the local branch customers and its surrounding demography

This has to be achieved by  leading and mentoring a team of Premier Relationship Mangers (PRMs). The Role’s success will be achieved by creating and maintaining an environment where the Wealth Sales Manager and  his  team achieve the  business objectives (KPI) and deliver the branch performance measures  in line with the defined business plan

BSM needs to ensure that the above mentioned needs to be achieved by maintaining the highest standards of risk management, sales quality, control and compliance as required by the Group, WSM also needs to ensure that WPB operating model is implemented by adhering to the Group standards in customer contact strategy and delivery of those standards in accordance with any specific local requirements 

There needs to be a overall emphasis to direct and mentor the team to operate and display with highest levels of values and desired behaviors

Principal Accountabilities:  Key activities and decision-making areas

Impact on the Business / Function

• Lead PRMs, in line with the processes and activities in the WPB Operating Model and other operational guidelines to achieve consistency of management of our people and delivery of service and sales to HSBC customers
• Monitor and act on sales activity management information and other internal information tools, using them to coach your team and achieve the business goals.
• Leading the team to make them effective relationship managers.
• Identify and act on factors that would increase local competitiveness
• Lead your team to deliver the  key performance indicators (KPIs) and plan  and ensure growth of  WPB business for branch in line with INM strategic Plan / AOP projections
• Grow the share of wallet of customers being managed through effective and proactive customer contact management
• Increase the Wealth Management Services within the database by driving the concept of Financial Review & Need Based Sales

Customers / Stakeholders

• Use the principles and guidelines in the operating model to ensure customer needs are identified and where appropriate PRMs use the support provided by specialists
• Personally manage the application of EDRAS, client funnel management and sales quality standards
• Implement customer relationship and proposition strategies
• In conjunction with your team build a prominent profile in the community in which you are based in a way that builds HSBC’s reputation and brand
• Support the WMs to resolve customer complaints in partnership with the Branch Service stream.
• Mobilize Branch activities to generate leads and create increasing awareness for the FPS
• Enhance clients trust in the banks capability of meeting their needs.
• Ensure awareness of TCF principles and observe the same in spirit.

Leadership & Teamwork

• Lead and manage the PRM team
• Drive a high performance culture through robust objective setting,       performance reviews and action to address poor performance
• Evaluate performance against KPIs and make discretionary incentive recommendations in line with the Group incentive plans
• Train, maintain and develop your team to a level appropriate for the business and in line with country training plans
• Recruit and onboard high caliber individuals in line with headcount and resourcing plans.
• Maintain and enhance personal and team knowledge and skills through sharing best practice for creating an exceptional customer experience
• Hold regular team and one-to-one meetings with team members to share priorities, establish focus, coach and address risks & issues
• Role-model HSBC values and create an inclusive work environment which embraces diversity and fosters engagement
• Demonstrate connectivity to other teams and actions which benefit the Group above local interests
• Use technical expertise and business understanding to improve customer satisfaction and RM performance

Operational Effectiveness & Control

• Ensuring that sales & operations are undertaken in accordance with WPB FIM, BIMs and Credit Policy Manual appropriate lending guidelines
• The principal regulations under which the job holder operates include the WPB FIM, BIM and local regulations issued from time to time by SEBI / RBI / AMFI / IRDA. The jobholder needs to operate independently within the overall policy framework laid down by WPB INM.
• Ensure all processes for sales & operations are in place and manage within any agreed Authorities
• Maintain the branch operating rhythm in line with the network operating model
• Manage operational risk, by using relevant MI to identify risk situations and take any appropriate action to minimise loss
• Specifically ensure active management and compliance with Anti-Money Laundering, Know Your Customer and Sales Quality standards
• Undertake Sales, Operational and Credit sampling in your branch, as directed by published bank procedures
• The jobholder has to function within the purview of the Sales Compliance Guidelines as laid down in the I & I manuals. The Sales Compliance Officer on all aspects covered in the Sales Compliance Manual would audit each area
• 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
• Responsible for ensuring that mandatory education / training and other compliance objectives are included in the performance objectives and are completed in a timely manner.
• 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 WPB 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

We seek to grow our WPB business through meeting customer needs, delivering the highest standards of sales quality and efficient operations.  This involves the pursuit of excellent customer driven service; recognition of customer value, offering solutions from across HSBC appropriate to customer needs in order to enhance that value.

The range of competitors and products has established an increased financial awareness in customers, creating a demand for increased experience and skill at branch level.  A Wealth Sales Manager requires the following key attributes:

• High energy and a tenacious approach

• Excellent sales and people management skills

• Customer driven with a strong focus on  meeting needs, sales quality and standards of service

• Strong interpersonal communication skills, especially in motivation, coaching and team leadership

• A strong sense of ownership, responsibility and accountability

• Ability to respond to and lead change on a personal and team level

Knowledge / Experience

Proven ability in team leadership and management

Proven ability in Retail distribution

Proven ability in relationship management in the Retail sector

Demonstrate behaviours consistent with HSBC Values

Proven adherence to controls and compliance with no significant breaches

Expertise in financial planning and related systems and processes

Skills

Excellent interpersonal skills, with a particular emphasis upon inspiring, influencing and negotiating

Coaching sales techniques, best practice and sales management on a team and one to one basis

Planning and organising skills

Analytical skills

Problem solving skills

Qualifications and Certificate

Attain appropriate professional and regulatory qualifications as required by the local market

Attain any internal standards as required by market

Post graduation with minimum 5 to 10 years of experience.

Additional Information

• Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required

Useful Link

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India

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