Customer Services Manager I

Key Accountabilities / Impact on Business

• Monitor the delivery of excellent level of customer service, effective cash management and business referral activities for CSO and Cashier streams.
• Drive and monitor the sales productivity by coaching and leading CSO team in order to contribute to the successful implementation of the Bank’s strategies and sales plans.
• Drive and manage the overall operations to be delivered in a high level of standard with effective and efficient management.
• Monitor and complete the CDD/EDD/RFI related reviews and documentations with quality and critical thinkings.
• Effectively interpret and integrate the overall Risk & Control / Financial Crime related implementation and activities
• Ensure all branch operations to comply with regulatory requirements and meet internal control standards and FIM requirements
• Handle and drive the daily branch management tasks and decision-making including handling customer complaints.
• Enhance operational efficiency and cost control through implementation of process streamlining and cost saving initiatives.
• Lead the implementation of best practices in operations management and risks assessment relating to FCC.
• Proactive Risk Management and Ownership to maintain effective processes and controls to promptly identify the risk and issues in a timely manner.
• Demonstrate and promote a positive risk culture aligned with HSBC’s Values and good customer outcomes.
• Adherence to Regulatory Standards and Laws: Ensure compliance with relevant internal policies, laws, regulatory rules, guidance, and expectations.

 Experience, Skills and Qualification

• University graduate (with major in business preferable)
• Good understanding on retail banking products, customer behavior and operations
• Good interpersonal skill and able to manage details with high quality output
• Good inter-personal skill and able to communicate effectively at all levels
• Good PC application skill, preferably with high proficiency in Microsoft Excel application
• Good command in written and spoken English

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 and 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.