Avp Deputy Branch Manager - - Hsbc
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Retail Banking and Wealth Management serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.
The role involves working jointly with the Branch Manager to ensure achievement of the business objectives from sales as well as service point of view. The role incumbent will assist the Branch Manager in driving the Bank ROP requirements by maintaining high level of service standards and internal control requirements.
The role incumbent will 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. (S)he will work closely with various teams – sales, service & teller, in order to achieve a high level of customer satisfaction together with operational efficiency.
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 RBWM)
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 term strategy for customers.
Monitor daily branch activities and other internal information tools, using them to coach the team and achieve the business goals
Ensure positive customer experience and manage complaints / escalations
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.
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
Demonstrate an understanding of PEP acceptance, prohibition, CDD & EDD guidelines in order to ensure that the HSBC Bank India RBWM is fully compliant with the PEP LoBP.
Be aware and Identify high risk indicators for various products and Services offered by HSBC Bank India 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.
Ensure that the prescribed process is being followed while dealing with non-HSBC customers request for monetary instruments and wire transfers
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 ensure the same is communicated to customer in an 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
Perform end-of-day reconciliation between the register and the physical pouch & mail items held in joint custody with ‘Designated Service Desk employee’.
Ensure retention of various documents in line with the RBWM record keeping and retention requirements
Bachelor's degree or equivalent experience/ MBA (preferred)
A minimum experience of 7 years in Branch Sales and Operations
Strong communication, client focus and influencing skills
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The Hongkong and Shanghai Banking Corporation Limited (HSBC) India