manager branch operations

1 week ago


Mumbai, Maharashtra, India HSBC Full time
Some careers open more doors than others.

If you're seeking a career that unlocks new opportunities, consider joining HSBC to explore the possibilities. Whether you aspire to reach new heights in your career journey or venture into an exciting new path, HSBC offers opportunities, support, and rewards that will propel you forward.

Role Purpose

The Service and Operations role involves managing various customer service tasks. Responsibilities include processing customer and Bank requests, enhancing service delivery, developing efficient processes for continuous improvement, and coaching team members to enhance their skills and knowledge.

Principal Accountabilities
  • Process instructions to create, amend, cancel, or close products/services
  • Lead remediation activities
  • Ensure error-free processing
  • Handle digital tools for requests processing
  • Ensure team meets demand statements
  • Plan and prioritize day-to-day services
  • Support change programs
Clients/Stakeholders
  • Liaise with various teams for clarifications
  • Participate in projects with stakeholders
Leadership and Teamwork
  • Identify and implement key projects
  • Benchmark processes and replicate best practices
  • Involve branch expertise in projects
  • Ensure timely completion of activities
  • Support customer-centric solutions
Operational Effectiveness and Control
  • Process servicing requests in line with procedures
  • Coach colleagues to improve skills
  • Evaluate and improve processes
  • Develop and maintain operational information
Customers/Stakeholders
  • Anticipate customer needs
  • Coach the team to achieve goals
  • Share best practices for customer experience
  • Handle customer complaints efficiently
Major Challenges
  • Require thorough knowledge of procedures and regulations
  • Recommend and review branch processes
  • Manage tasks within timelines
  • Demonstrate good people management skills
Role Context
  • Process servicing requests
  • Coaching and development of colleagues
  • Evalute processes for efficiency
  • Ensure service satisfaction
Management of Risk
  • Identify and mitigate risks
  • Provide leadership on regulatory and compliance matters
Observation of Internal Controls
  • Maintain internal control standards
  • Manage compliance risk
  • University(BA) or (BS)
  • Two to five years
  • Thorough knowledge of the Banking systems & processes
  • In-depth knowledge and understanding of regulations & guidelines
  • Knowledge of Group Policies and Procedures
  • Branch Banking experience

You'll achieve more at HSBC.

HSBC values all employees, fosters professional development, offers growth opportunities, and thrives in an inclusive and diverse environment.



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