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  • Universal Banker Leader - Mumbai, India - HSBC

    HSBC
    HSBC Mumbai, India

    3 weeks ago

    HSBC background
    Description

    Job Summary

    This role is responsible for planning, directing and controlling the branch customer interface functions in the front office and teller areas to achieve high levels of customer satisfaction and operational efficiency.

    Key Responsibilities

    • Transaction migration to ADCs
    • A good understanding of HSBC's customer proposition and knowledge of products and services offered by RBWM
    • Cross-selling of bank products
    • Ensuring consistently high levels of service and product delivery
    • Anticipating customer needs and working with sales teams to respond appropriately
    • Coaching team members to achieve business goals and meet customer needs
    • Sharing best practices to drive overall customer experience
    • Handling customer complaints efficiently within SLA and TCF standards
    • Lobby Management
    • Managing, developing and coaching customer-facing sales and service staff
    • Ensuring visibility on the bank floor and facilitating excellent customer service
    • Displaying high standards around HSBC values and behavior
    • Accountable for line management, sales management and coaching of sales and service teams
    • Sourcing and recruiting new team members based on Bank standard processes
    • Ensuring the EDRAS model is followed effectively and the right product, service and solutions are offered to customers
    • Teller functions (applicable for CSMs in smaller branches)
    • Audit and operational responsibility
    • Maintaining HSBC internal control standards
    • Complying with applicable laws, regulations, Group and local guidelines related to Sanctions and AML policy of HSBC
    • Remaining alert and promptly reporting to Sanctions Officer/INM FCC office/Line manager if a customer is found to be engaging in sanction evasion activities or violations of AML policy
    • Understanding legal responsibility to be vigilant for unusual activity and reporting of such activities
    • Supporting Country or Regional FCC AML Office/AML Investigations by providing additional information when required
    • Attending and successfully completing AML and Sanctions-related assigned training in mandated timeframe
    • Requesting additional AML training as necessary
    • Demonstrating an understanding of PEP acceptance, prohibition, CDD & EDD guidelines
    • Managing and driving collective performance of sales and service teams
    • Maintaining and enhancing operational standards and efficiency
    • Maintaining HSBC internal control standards, including timely implementation of internal and external audit points
    • Adhering to 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
    • Ensuring 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
    • Ensuring that all records are obtained in respect of INM RBWM customers or new-to-bank customers for any products and services provided by HSBC
    • Must ensure prescribed process is being followed while dealing with non-HSBC customers' requests for monetary instruments and wire transfers
    • Ensure adherence to regulatory guidelines and internal AML and Sanction Policy of HSBC
    • To be aware of AML risk posed by pouch and mail, monetary instruments, cash services and wire transfer services
    • Necessary remediation steps must be undertaken in case of any breach or non-adherence to the policy laid down in LoBP
    • Must undertake necessary due diligence to ensure that nature of transaction is in sync with customer profile, else raise to Line Manager for further clarification
    • The staff must be aware of scope of services of various products and services that are offered and those which are prohibited because of guidelines laid down in LoBP
    • Ensure adequate due diligence is undertaken by individual/team to ensure that nature of various transactions of wire transfer, cash services, monetary instruments are in sync with customer profile
    • Service proposition is key differentiator and jobholder needs to ensure positive customer experience on 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 key differentiator and jobholder needs to ensure positive customer experience on consistent basis
    • The challenge is also to ensure that staff is motivated to perform at high level on 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 key differentiator in any retail business, and the jobholder needs to ensure positive customer experience on 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 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 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 timely manner
    • Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in timely manner. Fosters a compliance culture within the team, managing compliance risk and ensuring that necessary training is completed. Optimizes relations with regulators

    Role Dimensions

    • Coverage and management of all aspects of branch
    • Cross-sell of bank products
    • Lobby Management

    Requirements

    • Graduate with two to five years of experience
    • Knowledge of operational integrity required by Group
    • Holistic understanding of Branch Sales and Operations
    • Through knowledge of Branch operations, various matrices and Processes of bank
    • Sound understanding of company's customer service requirements
    • Experience 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 models

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