Job description

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Role Purpose

The jobholder is entrusted with the responsibility to direct and manage the growth of the Bank's business in one of the HSBC branches in the country. The branch being situated in a prime location of the city, has immense business potential for the Retail Banking and Wealth Management (RBWM) business. In view of the range of services, current size of the portfolio as well as the potential the location offers, the Branch is expected to be one of the leading branches of HSBC in INM. The principal objective is therefore to continue to grow this Branch to maximise contribution to area profitability in line with the Strategic and Area Operating Plans. This is to be incorporated by growing the deposit base for the bank and by focussing on growth of the Wealth Management business with a sharper focus on increasing the Bank's market share and HNI customer base in the catchment. The jobholder is required to coordinate marketing efforts, exceed customer expectations, actively manage attrition in the face of the stiff competition and closely monitor branch operations to ensure a high level of service delivery.

Principal Accountabilities

Impact on the Business

  • Ensure the growth of WPB business for the branch in line with INM Strategic Plan / AOP projections
  • Contributes to area/ branch profitability
  • Monitors and implements best practices across the region
  • Enhance Bank's market share in it’s area of operation
  • Deliver service and support for non-WPB business that is directed through branch and support cross-business collaboration.

Customers / Stakeholders

  • ·        Ensure a consistently high level of product and service delivery across the branch
  • ·       Coach the team to achieve business goals and effectively meet customer needs.
  • ·       Ensure effective customer contact management is in place
  • ·       Develop and maintain good customer relations
  • ·        Contributes to enhancing the Bank’s image and visibility in the market place
  • ·       Ensure all customer complaints are handled sensitively and efficiently within SLA’s applying the TCF and Bank values.

Leadership & Teamwork

·       Contribute to subordinate development and boosting branch morale at all time

·       Accountable for the line management, sales management and coaching of all staff.

·       Recruitment of new members into team, based on bank standard process.

·       Put values and TCF at heart of branch.

·       Ensure effective progression and development plans are in place for all staff and that key staff are effectively retained.

·       Focus on motivating staff.

·       Promotes an environment that supports diversity and reflects the HSBC brand.

·       Ensure effective on-boarding of all new staff is in place

·       Achieve branch targets defined in the operating plan.

·       At all times promote HSBC values.

·       Demonstrates HSBC values at all times

·       Create and maintain an environment where the branch team maximise performance and provide the highest quality service.

·       Manage, monitor and drive the collective performance of the team.

Operational Effectiveness & Control

  • ·       Awareness of the operational risk associated with the role and the action to be taken to minimize the likelihood of operational risk occurring including risk identification, assessment, mitigation and control, loss identification and reporting 
  • ·       Maintain HSBC internal control  standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
  • ·       Maintenance of highest standards of risk management, control, compliance, risk and global standards.
  • ·       Specific adherence to Global Standards agenda.
  • 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 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
  • Undertake monthly review of the ‘Inbound Pouch Activity Register.’
  • Send a quarterly return to branch central team covering the attributes mentioned in Pouch and Mail Line of Business procedures
  • Ensure adequate due diligence is undertaken by the team to ensure that the nature of the various transactions of wire transfer, cash services, monetary instruments are in sync with customer profile, else raise it to regional manager for further clarification
  • Ensure all PEPs that are SCCs are assigned to a named Relationship Manager for management of the inherent risks relating to the PEP relationship


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
  • Proven ability in Wealth and Retail
  • Proven and progressive management experience
  • Strong marketing, sales, management planning, financial, leadership, project management and communication skills
  • Ability to use numerical data to effectively manage branch performance
  • Excellent industry and sector knowledge
  • Good knowledge of Wealth and Retail distribution techniques and models


  • 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 Graduate with 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