Manages operational, service, accounting and compliance-related activities within a large retail branch. Manages completion of branch transactional activities while supporting client alternative delivery channel alternatives. Ensures a premium client experience within the branch channel. Works with Branch Manager to support these efforts, while maintaining overall responsibility for all operational activities within the branch.
The successful candidate for this role will initially join HSBC, and then is expected to join Citizens Bank in a comparable role as part of a transfer of business in late 2021 or early 2022. Please discuss this with the hiring manager if you have any questions.
Impact on the Business
Ensure the overall appearance of the branch is appropriate and proper stocking and placement of collateral.
Monitor overdraft accounts and seek to minimize aged overdrafts.
Responsible for operational soundness and audit results of branch. Maintain overall responsibility and manage all operations activities within the branch.
Ensure promotion and use of alternative delivery channels for customers
Customers / Stakeholders
Manage the provision of service to branch customers. Identify potential process improvements to ensure achievement of branch performance targets.
Manage and own the customer experience within the branch ensuring service excellence and timely resolution of service and operational issues.
Ensure service and operational personnel and identify and act on sales referral opportunities (note that sale of wealth management products requires full licensing).
Leadership & Teamwork
Live and represent the brand; exemplify the five brand attributes of being perceptive, progressive, responsive, respectful and fair, both internally and externally.
Manage Customer Service Representatives to ensure proper servicing of banking needs for branch customers.
Monitor each branch sales professional's process at account opening and maintenance to ensure compliance with all bank Know Your Customer/AML and operational standards.
Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices.
Promote an environment that supports diversity and reflects the HSBC brand.
Operational Effectiveness & Control
Complete accounting-related responsibilities for the branch including regular cash control activities (ATM processing, current transaction system reconciliations, negotiable instruments) and general ledger account maintenance and reconciliation.
Ensure branch activities comply with all applicable regulations, including Know Your Customer and ensure attainment of all satisfactory branch audits with no Know Your Customer exceptions; ensure management and personnel awareness of discovered control issues. Complete preliminary investigations into potential fraud and loss situations. Manage compliance and other training for branch personnel.
Ensure adherence to established customer interaction standards for every transaction.
To implement the Group compliance policy locally by containing compliance risk in liaison with the Head of Group Compliance, Global Business Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators.
Complete other responsibilities, as assigned.
Managing operational and service activities in a matrix management environment ensuring coordination of activities with branch management.
Managing and having overall responsibility for operational activities within a larger branch and the inherent greater volume and complexity of problems and issues in a branch of this size.
Management of Risk
Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
Observation of Internal Controls
Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
Internal Number: 845230
HSBC was born from one small idea: a local bank serving international needs. We started our business in Hong Kong in 1865. In 2015, HSBC celebrates its 150th year anniversary. Over the years, HSBC grew through expanding its branch network, offering new products and establishing its own investment banking arm.
We aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and economies to prosper, and ultimately helping people fulfill their hopes and realize their ambitions.
• Located in 72 countries and territories
• Serving around 48 million customers
• Supported by over 268,000* people
• Head office in US is New York City
We aim to be dependable, open and connected in everything we do. We want to ensure that our employees feel able to stand up for what is right, highlight potential risks and act with integrity, even when faced with pressure to act otherwise. By doing so, we will be able to meet expectations of society, customers, regulators and investors. To make sure everybody at HSBC lives up to these values, they are a part of everyone's annual performance review.
At HSBC, you will find that we are dependable, o...pen to different ideas and cultures, and connected to customers, communities, regulators and each other. Our culture has a family feel to it – our employees are encouraged to work together to reach a common goal. This idea is supported and encouraged at the leadership level and passed down.
Our size and global reach mean more opportunities for you to grow your career with us.
We are looking for forward-thinking, driven, perceptive candidates to help our customers realise their hopes, dreams and ambitions.
This means people who are dependable, open to different ideas and cultures, and enjoy being part of a team; people who have the potential to become the future leaders of HSBC.
We encourage you to drive your own development and build your network within your office and around the world.
We provide the opportunities for you to connect with customers, colleagues and the communities in which we operate.