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Job Purpose
·Assist the respective Regional Heads and Vice President Sales Performance TPSA role in developing and implementing a city-centric strategy for sale of Credit cards & Personal Loanand judiciously grow the business by (a) developing a robust, diligent and compliant distribution channel (b) optimizing productivity through channel deployment (c) keep tight audit and compliance controls and (d) maximizing product profitability
·To centrally coordinate the TPSA sales quality & control activities and manage the application review process in sourcing cities
·To oversee and ensure TPSA operations and service as per the TPSA operating model.
·Provide assistance in executing marketing events and promotions to generate business in their
catchments, in conjunction with support departments such as INM MKT
·To assist in building a team with a strong foundation in controls and adherence to the laid down guidelines
·To assist in supporting the sales channel in terms of performance tracking, guidance on policy & process
·Assist in driving Rewards & Recognition for the TPSA channel
·Ensure delivery of a consistently excellent customer experience.
·Focus on striving to develop new relationships outside HSBC that will deliver sustainable growth and profitability.
·Ensures fair outcomes for customers are delivered in all situations
Impact on the Business/Function / Financial
·Improving process efficiencies.
·Tracking of sales performance
·MIS development and regular updates
·Deliver new income opportunities through initiatives which support development of new and existing customer relationships.
·Submit ongoing market/competitors updates to manager based on feedback obtained from team members and customers
·Manage open days and external events.
Customers / Stakeholders
·Provide assistance in recruitment and managing attrition
·Active liaison with the Product and Marketing teams to provide constructive feedback on the product proposition basis voice of the customer.
·Liaise with relevant stakeholders (e.g. CCR, Operations, BSE etc.) to ensure all application processing SLA’s are met.
·Ensure customer experience and centricity across activities and service provided in the region
·Providing constructive feedback to Sales based on application review findings
·Proactive decline management in coordination with CCR & Operations
·Manage sales productivity and sales performance through effectively meeting customer needs.
·Comply to all relevant AML regulations & Global Standards
·Ensure team members are applying EDRAS concepts and model through ongoing development.
Leadership & Teamwork
·Contribute to TPSA employee development and team morale
·Develop individual and team competence by ensuring sales/ support coaching, training and monitoring
·Drive high levels of staff engagement through communication, coaching and developmental interventions across all levels
·Contribute to driving Rewards & Recognition for the channel
·Implement RBWM plan including channel structure, sales goals, manage the channel cost to income ration in alignment with group direction.
·Manage the channel cost and expenses; ensure strong relationship with the business partners.
·Contribute to developing business strategy through cost control income generating ideas.
·Implement RBWM plan including channel structure, sales goals, manage the channel cost to income ration in alignment with group direction.
Operational Effectiveness & Control:
·Develop & implementstrategies for process control to detect & deter adverse trends observed in the portfolio
·Oversee the sales quality and application review process
·Ensuring team’s adherence to internal regulatory and Group guidelines
·Lowering delinquency/write-offs and losses arising from fraud
·Develop processes and mitigating triggers to ensure compliance to sales quality, FCC, AML & KYC
·Conduct regular (monthly and quarterly) audits of the application review process
·Comply with the applicable laws, regulations, Group and local policy 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 bythe 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.
·Handling customer complaints and maintains the highest levels of customer satisfaction.
·Maintain sales quality ratio within prescribed levels.
·Maintain a robust control environment to ensure conformance with internal standards, policies and procedures, effective management of risks, and legal and regulatory compliance.
·Maintenance of highest standards of risk management, control and compliance.
·Ensure Audit recommendations are implemented, conduct spot checks and follow ups.
Management of Risk
The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.
This will be achieved by consistently displaying the behaviours that form part of the HSBC Values and culture and adhering to HSBC risk policies and procedures, including notification and escalation of any concerns and taking required action in relation to points raised by audit and/or external regulators.
The jobholder is responsible for managing and mitigating operational risks in their day to day operations. In executing these responsibilities, the Group has adopted risk management and internal control structure referred to as the ‘Three Lines of Defence’. The jobholder should ensure they understand their position within the Three Lines of Defence, and act accordingly in line with operational risk policy, escalating in a timely manner where they are unsure of actions required.
Through the implementation the Global AML, Sanctions and ABC Policies, supporting Guidance, and Line of Business Procedures the jobholder will make informed decisions in accordance with the core principles of HSBC's Financial Crime Risk Appetite.
The jobholder has responsibility for overseeing and ensuring that Operational risks are managed in accordance with the Group Standards Manual, Risk FIM, & relevant guidelines & standards.The jobholder should comply with the detailed expectations and responsibilities for their core role in operational risk management through ensuring all actions take account of operational risks, and through using the Operational Risk Management Framework appropriately to manage those risks.
This will be achieved by:
• Continuously reassessing 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.
• Ensuring all actions take account of the likelihood of operational risk occurring, addressing areas of concern in conjunction with Risk and relevant line colleagues, and also by ensuring that actions resulting from points raised by internal or external audits, and external regulators, are correctly implemented in a timely fashion.
Observation of Internal Controls
Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.Foster a compliance culture andimplement Group Compliance Policy 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, and optimizing relations with regulators
Major Challenges
·Achieving an optimal balance between rapid growth in sales and portfolio performance in terms of delinquency & profit.
·Establishing and growing the sales channel without compromising on the basic tenets of HSBC i.e. need based sales and adherence to the highest standards of integrity and transparency in its dealings with customers.
·Managing application processing TAT’s against a background of multiple departments, e.g. Sales, BSE, Ops etc.
·Managing a healthy approval rate through constant monitoring of sourcing/segment mix and proactive decline management.
Evaluate and implement various initiatives to reduce cost related to acquisition and processing, thereby improving business profitability.