Universal Banker Leader

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We are currently seeking an experienced professional to join the IWPB Amritsar

Job Introduction

IWPB is executing a multiyear growth strategy, pivoted on positioning as a global bank, committed to the long-term India growth story, and bringing to India, its full scale of global capabilities. The Business is poised for growth and is currently also adding 20 more branches in phases to its existing fleet of 26 branches.

IWPB is looking for a proactive and customer focused Universal Banker Leader (UB - CSM) to lead all daily operations at the Amritsar branch.

The (UB - CSM) will be responsible for optimizing branch efficiency, staff management and fostering a positive environment that enhances the customer experience. Towards this, the UB -CSM will lead the operations and service aspects at the branch.

A (UB - CSM) will play a crucial role in achieving the growth strategy especially given that Operations,Service culture is the main service differentiator in the industry.

Principal Responsibilities

The primary responsibilities of the UB - CSM will include but not limited to the following. A UB -CSM should

• Independently manage the day-to-day Operations at branches across all teams. This covers Tellers, Customer Service, Lockers as well.

• Own, lead and spearhead the branch operations hygiene by ensuring all actions at the branches are aligned to the local, Group and Regulatory policies and procedures.

• Ensure that customer satisfaction is at the helm of all the actions undertaken at the branch by maintaining a strong customer service culture.

• Lead and drive the HSBC principles, values and behaviors within the Branch team and ensure positive growth-oriented environment

• Ensure satisfactory audits and positive branch operational score cards by identifying control gaps, taking corrective actions through various enablers such as internal reviews / branch hygiene checklists, reports checking etc.

• Ensure timely, satisfactory, fair and transparent closures of all customer complaints by owning the customer and his/her grievances. 

• Deliver the Branch KPIs on Operations and Service at PACE.

• Own and contribute, along with the Branch Manager, to the strategic goals of the business as outlined from time to time.

• UB-CSM will have the Premier Service Manager, Teller Operator, Locker (where applicable) and the UBs reporting to the role.

• The UB-CSM will also own up KPIs (sales) of the UB / PSM as applicable from time to time.

Education Qualifications / Certifications and Requirements:

Education Qualifications

Graduate / Postgraduate with a minimum of 5-10 years of experience in Banking Industry.

Certifications

FEMA, NISM

Other Requirements

The applicant should

• Deliver at PACE and have a hands-on approach
• Be result oriented and dynamic
• have brilliant Interpersonal and communication skills
• Basic Banking Industry knowledge
• Have Team management experience

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India-HSBC IB-SV Issued by The Hongkong and Shanghai Banking Corporation Limited, India