Job Advert Details
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.
We are currently seeking a high caliber professional to join our team as a Customer Service Manager - Ortigas Branch.
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.
- 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 efficiency and 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 efficiency and 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, IB, mobile banking, ATM, and Easy Pay Machines.
- Ensure that queues are minimised/managed and all irregular transactions are approved and/or regularized.
- Personally manage 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.
- By monitoring, reviewing, and streamlining work procedures and ensuring compliance with various BOGs, FIMs 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.
- 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/data available to ensure capacity, tasks and volumes are reviewed to be at optimal levels.
- By ensuring development of staff skills and knowledge compatible with the requirements of the branch and notifying the RBH/CCOS Head 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).
- By ensuring satisfactory audit reviews and ratings.
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.
Contributing 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/CCOS Head as required
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 and incident reports in liaison with RBH/CCOS Head and RCO.
- 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 internal and regulatory guidelines.
- By ensuring the strict implementation of the policies and guidelines.
- 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
Information
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
Candidate with less relevant experience or skills may be offered a lower Global Career Band level than stated above.
Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.
You’ll achieve more when you join HSBC.
www.hsbc.com/careers
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.
Nom du recruteur
Jen CARINO QQIRESOURCING
Courriel de recruteur
jennyvievecarino@hsbc.com.ph