Avp Branch Operations

-Job description

**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.

**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 operations & efficient management of processes to maximize network productivity in line with the group direction.
- Ensure implementation of group strategy in order to maintain regional synergy
- Coordinating 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 WPB.

**Customers / Stakeholders**
- Internal - GR, CRU, LGA, MKT, LDV/LTROD/ INM & Branch staff
- Anticipating customer needs and working with sales team to respond appropriately.
- Coach the team to achieve business goals and effectively meet customer needs
- Share 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 RMs
- Working with frontline staff and other business partners to coordinate initiatives for the frontline
- Manage, 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 productivity
- Cultivate 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 time
- 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 co