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Wealth and Personal Banking (WPB) is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers . Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking that best suit our customers’ needs.
Role Purpose
- To assist the Branch Manager in driving the Bank ROP requirements by maintaining high level of service standards and internal control requirements.
- Work jointly with the Branch Manager to ensure achievement of the business objectives from sales as well as service point of view.
- Assist in creating and maintaining the Branch environment where the team maximises performance & provides highest quality service in line with the Target Operating Model (TOM) as defined by Group.
- To work closely with various teams – sales, service & teller, in order to achieve a high level of customer satisfaction together with operational efficiency.
Principal Accountabilities
Impact on the Business / Function
- Assist the Branch Manager in driving ROP targets for the branch and related activities
- Act as a Branch Manager in the Branch Manager’s absence
- Help the BM in Delivering the branch performance measures and plan (as defined by WPB)
- Contributes to improving productivity in the branch
- Contributes to area/ branch profitability
- Deliver service and support for non-RBWM business that is directed through branch and support cross-business collaboration.
- Plan a long terms strategy for customers.
- Retention by differentiating our service proposition based on customer needs.
- Monitor daily branch activities and other internal information tools, using them to coach the team and achieve the business goals
Customers / Stakeholders
- Ensure positive customer experience and manage complaints / escalations
- Lobby Management
- Coach the team to achieve business goals and effectively meet customer needs.
Leadership & Teamwork
- Act as a guide to the AM – Customer Service and other teams on matters related to operations and service
- Help Manage & coach the Branch team to drive performance to grow sales, productivity, service quality and staff engagement
- Manage and drive the individual and collective performance of the Branch
- Establish mutual respect and trust in dealing with others
- Supports 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
- Manage and drive the collective performance of the sales & service team.
- Accountable for branch’s appearance and its maintenance
- Achieve branch targets defined in the operating plan.
- Manage people where appropriate to meet customers’ needs.
Operational Effectiveness & Control
- Independent control over Branch operations
- Maintain hygiene and service standards as prescribed by the Group
- Implement group policies and procedures
- Ensure satisfactory internal and external reviews
- Adherence to the highest standards of risk management, control and compliance.
- Deployment of all mandatory and global standards training.
- 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
- 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
- Must maintain an oversight on various operational aspects of the LoBP and ensure its adherence in spirit and as per the process laid in pouch and mail, monetary instruments, cash services and payment transparency line of Business Procedures
- Perform end-of-day reconciliation between the register and the physical pouch & mail items held in joint custody with ‘Designated Service Desk employee’.
- 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
- Ensure retention of various documents in line with the RBWM record keeping and retention requirements
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 job holder will need high level of people management skills, since there are large branches with higher number of staff .
- The challenge is also to ensure that staff is motivated to perform at a high level on a consistent basis both from the sales and Service perspective.
Role Context
- 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. DBM needs to manage the platform service stream, and ensure increase in customer service quality.
- The GCB 6 DBM would be part of Non-Flagship Branches Pan India where:
- The volume of transactions at Tellers, Service, Sales is smaller high compared to Flagship branches.
- Number of service and sales staff are much lesser compared to the Flagship branches.
- Branches which may or may not have Elite customers
Management of Risk
- Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.
- Demonstrates leadership on regulatory and compliance matters. Maintains awareness of risk and minimizes the likelihood of it occurring through its identification, assessment, mitigation and control.
Observation of Internal Controls
- Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.
- Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner. Fosters a compliance culture within the team, managing compliance risk and ensuring that the necessary training is completed. Optimizes relations with regulators.
Role Dimensions
- Coverage & Management of all aspects of branch.
- Impact of sales processes and tools on productivity for all the branch staff.
- Delivery of KPI targets for the branch.
- Sales capacity planning, staffing, career progression and development plans for the branch staff
