Manager 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.

Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our

customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC's purpose of opening

up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking and Insurance.

The Service and Operations job category will be required to undertake a range of customer service management tasks. Activities will include validation and approving the transactions in the core banking system for various customer and Bank initiated requests or instructions, processing of all various activities which support the excellent delivery of service to our customers to support the frontline service journey. The development of efficient processes and activities will be a key activity to drive continuous improvement of service and operations. Coaching and development of team members to support the improvement of knowledge, skills and capability will also be a key element of this role. Also, this role requires to perform multi activities within the team.

Principal Responsibilities

Operations

• The job holder will be required to approve/validate instructions to create, amend, cancel or close existing products or services and/or the administration of products received from various stakeholders
• Process remediation activity relating to various operational activities
• Ensure there are no defects while approving instructions or remediations
• Ensure timely response for the requests received through internal and external stakeholders, customers etc
• Handle various digital tools like bulk data capture tools, Lite automation tools, macros etc for validation of various servicing requests / instructions as applicable

Operational effectiveness and control

• Approving /Validating the servicing requests processed by the staff for HSBC Customers in line with the laid down established and documented procedures, regulatory policies
• Coaching and development of colleagues to improve skills and capability
• Use knowledge of products, processes and procedures to address customer needs both through the team and individually
• Support colleagues to deliver service to customers at first point of contact through the reduction of operational requirements
• Continually evaluate processes and procedures to support improved efficiency and effectiveness of operations
• Development and maintenance of Operational Management Information

Tasks and responsibilities of the job holder may include some or all of the following

• Development and maintenance of Operational Management Information
• Carry out unit administration activities
• Ensure excellent satisfaction is achieved through leading a team within its remit to consistently deliver excellent service for both internal and external clients
• Support frontline colleagues to deliver service to customers at first point of contact through the reduction of operational requirements.
• Use knowledge of products, processes and procedures to address customer needs both through the team and individually
• Coaching and development of colleagues to improve skills and capability
• Approving / Validating servicing requests for HSBC Customers
• Provide guidance on transactions and ensure that all work is processed in accordance with the established and documented procedures
• Continually evaluate processes and procedures to support improved efficiency and effectiveness of operations

Management of Risk (Operational Risk / FIM requirements)

• 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 the 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 a timely manner
• Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner. Fosters a compliance culture within the team, managing compliance risk and ensuring that the necessary training is completed. Optimizes relations with regulators

Requirements

• University (BA) or (BS)
• Thorough knowledge of the Banking systems & processes
• In depth knowledge and understanding of the regulation & guidelines as applicable
• Knowledge of Group Policies and Procedures for audit and compliance
• Branch Banking experience

Additional Information

• Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required

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

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