Universal Banker Leader

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Role Purpose

To plan, direct and control the branch customer interface functions in the front office and teller areas in order to achieve a high level of customer satisfaction together with operational efficiency.

Principal Accountabilities

Impact on the Business

• Transaction migration to ADCs
• A good understanding of HSBC customer proposition and in depth knowledge about the broad range of products and services offered by RBWM
• Cross Sell of bank products

Customers / Stakeholders

•  Ensure a consistently high level of service and product delivery
• Anticipating customer needs and working with sales team to respond appropriately
• Coach the team to achieve business goals and effectively meet customer needs
• Share all examples of best practise to drive overall customer experience
• Handles customer complaints efficiently within the SLA to the TCF standards
• Lobby Management

Leadership & Teamwork

• Manage, develop and coach all customer facing sales and service staff, creating an environment to exceed individual and branch goals
• Ensure visibility on the bank floor and facilitate excellent customer service
• Display high standards around HSBC values and behaviour
• Accountable for the line management, sales management and coaching of sales and service team
• Support the recruitment of new members into the team, based on Bank standard process
• Ensure the EDRAS model is followed effectively and the right product, service and solutions are offered to the customer

Operational Effectiveness & Control

• Teller functions (applicable for CSMs in smaller branches)
• Audit and operational responsibility. Maintain HSBC internal control standards
• 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
• Manage and drive the collective performance of the sales & service team
• Maintains and enhances the operational standards and efficiency
• Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
• Adherence to the highest standards of risk management, control and compliance and global standards
• Proactively assisting management in identifying and containing money laundering risk, reporting suspicions monitoring procedures and controls and fostering a compliance culture
• Ensures all mandatory risk and compliance training is completed by team members on time
• 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
• Service proposition is the key differentiator and the jobholder needs to ensure a positive customer experience on a consistent basis. The jobholder needs to manage the branch independently (when required) and should have experience of managing a team of people

Major Challenges 

• Service proposition is the key differentiator and the jobholder needs to ensure a positive customer experience on a consistent basis. The jobholder needs to manage the branch independently (when required) and should have experience of managing a team of people
• The challenge is also to ensure that staff is motivated to perform at a high level on a consistent basis

Role Context

The new branch structure necessitates that branches change from mere transaction outlets, to sales and service centres. Whilst the BM would drive this change, the CSM is responsible for sustaining the change.

Service proposition is a key differentiator in any retail business, and the jobholder needs to ensure a positive customer experience on a consistent basis. The jobholder needs to manage the branch independently (when required) and should be sensitive to managing teams and conflicts therein. The CSM needs to manage the platform service stream, and ensure increase in customer service quality

Management of Risk

• Adheres to processes and controls