Some careers open more doors than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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.

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 with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. 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.

We are currently seeking an experienced professional to join the WPB Branch Operations team.

Role Purpose

To provide support to the First Level leadership teams as well as all frontline staff of RBWM Distribution and drive appropriate use of process consulting framework, tools and governance while maximising use of known best implementable solutions. Lead and guide the team leaders in implementation and execution of the laid down sales process and ensure operational delivery. Champion End-to-end project delivery of proposed RBWM Sales Process initiatives and other projects from time to time as directed by the region or Group. Be instrumental in including re-design, re-engineering and on-going improvement and deployment to ensure standardised and efficient processes.

Principal Accountabilities

Impact on the Business

To develop and implement sales management processes to maximize network productivity in line with the group direction.Ensure implementation of group strategy in order to maintain regional synergyCoordinating training requirements PAN India and drive business led training approach A good understanding of HSBC customer proposition and in depth knowledge about the broad range of products and services offered by RBWM.

Customers / Stakeholders

Internal - GR, CRU, LGA, MKT, LDV/LTROD/ INM Branch staffExternal – Vendors for organizing events and meetsAnticipating customer needs and working with sales team to respond appropriately.Coach the team to achieve business goals and effectively meet customer needsShare all examples of best practise to drive overall customer experience.Handles customer complaints efficiently within the SLA to the TCF standards.

Leadership Teamwork

Developmental coaching intervention for the branch RMsWorking with frontline staff and other business partners to coordinate initiatives for the frontlineManage, 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

Provide support to the frontline through effective communication.Continue and monitor all initiatives related to sales productivityCultivate an environment that supports and reflects HSBC brand.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 timeComply with the applicable laws, regulations, Group and local guidelines related to Sanctions and AML policy of HSBC while undertaking various day to day operationsRemain 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 activitiesSupport the Country or Regional FCC AML Office/ AML Investigations by providing additional information when requiredResponsible 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

Major Challenges

The projects undertaken should reinforce the polices and processes laid down by the group and ensure frontline benefits from the initiatives undertaken.The jobholder needs to continuously strive to improve the sales process proposition as per the Distribution Strategy adopted and undertake various six sigma projects.The jobholder also needs to interact with other departments like CMP/CAS/MKT/ Propositions regarding implementation of projects, systems and new initiatives.Thorough knowledge of Branch Banking Business and Systems.Possess Lateral Thinking Skills, good analytical skills and high motivation level.Ability to handle multiple tasks within specified timelines.Good People Management and liaison skills.Ability to learn very quickly and transfer knowledge appropriately Ability to handle escalations of complex nature and resolve as per specified time linesAbility to drive change with positive movements and facilitate change management Ability to build rapport with, and relate to a wide range of peopleAbility to prepare robust documentation pertaining to migrations, training or operations.

Role Context

In a highly competitive environment it is our endeavor to provide the highest level of service delivery to our internal clients and leverage this to build and strengthen relationships in various segments. The jobholder needs to drive initiatives for improvement in sales process and aid branches to enhance customer service standards.The jobholder will handle the implementation of Key Projects for Sales Process and hence would need to ensure that projects are compliant with rules, regulations policies.

Management of Risk

Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.

Observation of Internal Controls

Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.

Role Dimensions

Identify best practices and share and implement them across branches and specific to the 8 clustersRespond to process related queries from 50 branchesInclude Branch visits as a part of the BAU activity for query resolution and sales support.Provides support to monitor Quality and Performance results of all Branch Sales Processes, and ensures staff are in compliance with the established policies and procedures

NA

Some careers open more doors than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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.

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 with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. 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.

We are currently seeking an experienced professional to join the WPB Branch Operations team.

Role Purpose

To provide support to the First Level leadership teams as well as all frontline staff of RBWM Distribution and drive appropriate use of process consulting framework, tools and governance while maximising use of known best implementable solutions. Lead and guide the team leaders in implementation and execution of the laid down sales process and ensure operational delivery. Champion End-to-end project delivery of proposed RBWM Sales Process initiatives and other projects from time to time as directed by the region or Group. Be instrumental in including re-design, re-engineering and on-going improvement and deployment to ensure standardised and efficient processes.

Principal Accountabilities

Impact on the Business

To develop and implement sales management processes to maximize network productivity in line with the group direction.Ensure implementation of group strategy in order to maintain regional synergyCoordinating training requirements PAN India and drive business led training approach A good understanding of HSBC customer proposition and in depth knowledge about the broad range of products and services offered by RBWM.

Customers / Stakeholders

Internal - GR, CRU, LGA, MKT, LDV/LTROD/ INM Branch staffExternal – Vendors for organizing events and meetsAnticipating customer needs and working with sales team to respond appropriately.Coach the team to achieve business goals and effectively meet customer needsShare all examples of best practise to drive overall customer experience.Handles customer complaints efficiently within the SLA to the TCF standards.

Leadership Teamwork

Developmental coaching intervention for the branch RMsWorking with frontline staff and other business partners to coordinate initiatives for the frontlineManage, 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

Provide support to the frontline through effective communication.Continue and monitor all initiatives related to sales productivityCultivate an environment that supports and reflects HSBC brand.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 timeComply with the applicable laws, regulations, Group and local guidelines related to Sanctions and AML policy of HSBC while undertaking various day to day operationsRemain 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 activitiesSupport the Country or Regional FCC AML Office/ AML Investigations by providing additional information when requiredResponsible 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

Major Challenges

The projects undertaken should reinforce the polices and processes laid down by the group and ensure frontline benefits from the initiatives undertaken.The jobholder needs to continuously strive to improve the sales process proposition as per the Distribution Strategy adopted and undertake various six sigma projects.The jobholder also needs to interact with other departments like CMP/CAS/MKT/ Propositions regarding implementation of projects, systems and new initiatives.Thorough knowledge of Branch Banking Business and Systems.Possess Lateral Thinking Skills, good analytical skills and high motivation level.Ability to handle multiple tasks within specified timelines.Good People Management and liaison skills.Ability to learn very quickly and transfer knowledge appropriately Ability to handle escalations of complex nature and resolve as per specified time linesAbility to drive change with positive movements and facilitate change management Ability to build rapport with, and relate to a wide range of peopleAbility to prepare robust documentation pertaining to migrations, training or operations.

Role Context

In a highly competitive environment it is our endeavor to provide the highest level of service delivery to our internal clients and leverage this to build and strengthen relationships in various segments. The jobholder needs to drive initiatives for improvement in sales process and aid branches to enhance customer service standards.The jobholder will handle the implementation of Key Projects for Sales Process and hence would need to ensure that projects are compliant with rules, regulations policies.

Management of Risk

Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.

Observation of Internal Controls

Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.

Role Dimensions

Identify best practices and share and implement them across branches and specific to the 8 clustersRespond to process related queries from 50 branchesInclude Branch visits as a part of the BAU activity for query resolution and sales support.Provides support to monitor Quality and Performance results of all Branch Sales Processes, and ensures staff are in compliance with the established policies and procedures

NA

Proven ability in productivity enhancementDemonstrate behaviours consistent with HSBC ValuesProven adherence to controls and compliance with no significant breachesExpertise in bank’s systems and processesExperience in customer relationship management.Team management experience.Skills in sales, financial planning and communication.Sound problem solving skills.Knowledge of bank and operating platforms.Industry and sector knowledge.Knowledge of sales and service techniques and modelsMinimum Graduation or as required for the role, whichever is higher

Skills

Excellent interpersonal skillsCoaching techniques on a team or one to one basisPlanning and organising skillsAnalytical skillsProblem solving skills

Useful Link

Link to Careers Site: ClickHERE

You’ll achieve more at HSBC.

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, India

Proven ability in productivity enhancementDemonstrate behaviours consistent with HSBC ValuesProven adherence to controls and compliance with no significant breachesExpertise in bank’s systems and processesExperience in customer relationship management.Team management experience.Skills in sales, financial planning and communication.Sound problem solving skills.Knowledge of bank and operating platforms.Industry and sector knowledge.Knowledge of sales and service techniques and modelsMinimum Graduation or as required for the role, whichever is higher

Skills

Excellent interpersonal skillsCoaching techniques on a team or one to one basisPlanning and organising skillsAnalytical skillsProblem solving skills

Useful Link

Link to Careers Site: ClickHERE

You’ll achieve more at HSBC.

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, India