AVP Local Coaching

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.

Sales, Distribution and Business Development plays a vital role in understanding and meeting customer needs by offering the right solutions through the right channels to the right customer segments.  The team is responsible for implementing distribution strategy, driving the delivery of market leading personal banking customer experiences and thereby maximizing customer satisfaction.

International Wealth and Premier Banking (IWPB) helps 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 international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs.  International Wealth and Premier Banking provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance

Principal Responsibilities

• Conduct on field observations, quality checks and coaching through Mortgage Introducers Visit, CEP WSM, Premier Events, Classroom Trainings and Joint Calls
• Ensure new employee integration, activation, sales quality and overall broad-based consistent performance.
• Ensure and track mandatory trainings and accreditations for staff by facilitating LTROD
• Draw up a training calendar and ensuring regular training in line with the pan India LTROD plan.
• Monitor the performance and of the DSFs and identify the underperformers at a regional level and ensure that appropriate coaching interventions are provided through the team leadership to the concerned resources in a timely manner.
• Disseminate the CVM imperatives of RBWM to all regions and facilitate the teams to become successful feeder channels to other distribution channels.
• Oversee complaints for the region by monitoring the TAT on eHelpline and facilitating quicker TAT/resolution.
• Evaluation of events and sharing feedback about various type of events.
• Sharing learnings to improve knowledge for error reduction and file sampling
• Entrusted with the responsibility of being “ Culture Catalyst “ for MSF across regions.  The Best Place To Work culture is the  key out -put of this imperative.
• Work closely with RHs and SMs in recognizing over good performances basis basis TCF principles, outcome KPIs and non-outcome KPIs
• Ensure the teams are well aware of Complaints Management process and TCF principles are followed in all customer interactions
• Support Regional Head in communication of initiatives taken by the bank/sr.management in living  the TCF Principles through regular downloads  of communication received from HEAD RBWM IDs
• Work closely with SMs and RH in ensuring the employees with Zero/Nil productivity come up the curve within an agreed timeline.
• Work closely with Regional Heads teams to coach on the implementation of prevalent operational processes and framework.
• Also work closely with bottom performers who are on Performance Improvement Plan(PIP) and their SMs and support them in improving their productivity levels.
• Support in developing training content on various products with Subject Matter Experts (SMEs) and stakeholders and conduct Structured Classroom sessions/workshops/test of knowledge to upscale the knowledge of  frontline (Product/Process knowledge training).

Qualifications

• Graduate or Post Graduate – any Stream with 7 to 10 years of sales & service experience

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