Teller Supervisor

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Business Descriptor:

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.

Role Purpose:

Providing superior customer service and ensuring operational efficiency in all Teller and clearing functions like withdrawals, deposits, transfers, customer queries on transactions

Principal Accountabilities:  Key activities and decision making areas

Impact on the Business

• Increasing PIB registrations and migrating teller queues to the ATMs. 
• Ensure that a Cross sell attempt is made for every customer interaction at the teller counter
• Process cash payments and accept cash deposits after carrying out all necessary operational checks as per guidelines.
• All operational requirements like bundling, labeling, sorting of notes is done and no soiled notes are handed over back to the customer.
• Ensure that his/her cash position is as per the laid down cash control procedures, and cash till is balanced end of day every day.
• Minimize cash differences and ensure that they are informed immediately to the Teller Supervisor.
• Maintain control over all deliverables like cheque books, Cards, pins, welcome packs, IWPs. Ensure that all collect items are handed over to the customers as per the laid down operational guidelines and after carrying out all necessary checks as mandated from time to time.
• Ensure satisfactory implementation of all audit recommendations with the assistance of the Teller Supervisor. To identify process gaps with a view to ensure compliance of the procedures.
• Ensure that ATMs are replenished and all ATM related facilities are available to the customer as required by the internal policy of the bank.

Typical Targets and Measures:

• Transaction migration to ADCs

• Cross Sell of bank products
• Teller Operations
• Error Rates

Customers/Stakeholders:

• Ensure effective service of customers by providing prompt and qualitative service
• Through effective service delivery, which would include prompt reply to customer queries and complaints, identifying and implementing initiatives to reduce customer waiting time, monitoring customer service scores on an ongoing basis and driving improvements in these scores
• Ensure that customer complaints are handled within defined TATs, and all staff is sensitised to proactively manage customer service issues
• Dockable complaints should be kept within acceptable benchmarks
• VOC on the Teller Parameters

Leadership & Teamwork

• Teamwork
• By effective communication and by regular discussions and feedback

Operational Effectiveness & Control

• Teller functions 

              ( applicable for CSMs in smaller branches)

• Audit and operational responsibility. Maintain HSBC internal control standards.
• Comply with the applicable laws, regulations, Group and local guidelines related to Sanctions and AML policy of HSBC while undertaking various day to day operations
• Remain alert and promptly report to the Sanctions Officer/ INM FCC office/ Line manager ( As applicable and required by  the AML and sanction Policy) if a customer is found to be engaging in sanction evasion activities or violations of AML policy or any other related procedures.
• Understand the legal responsibility to be vigilant for unusual activity and reporting of the unusual activities
• Support the Country or Regional FCC AML Office/ AML Investigations by providing additional information when required
• Responsible for attending and successfully completing the AML and Sanctions related assigned training in the mandated timeframe
• Understanding the consequences of failing to attend or successfully complete the training as mandated by the AML Education Lead FCC; 
• Requesting additional AML training that you deem necessary or appropriate to perform your jobs through your entity manager
• Demonstrate an understanding of PEP acceptance, prohibition, CDD & EDD guidelines in order to ensure that the INM RBWM is fully compliant with the PEP LoBP.
• To be aware and  Identify high risk indicators for various products and Services offered by INM RBWM example Cash,  insurance, credit cards products etc
• Ensure that all records are obtained in respect of INM RBWM customers or New to bank customer for any products and services provided by HSBC are as per the process laid down.
• Must ensure that the prescribed process is being followed while dealing with non HSBC customers request for monetary instruments and wire transfers
• Ensure Adherence to the  regulatory guidelines and internal AML  & Sanction Policy of HSBC, which includes pouch and mail, monetary instruments, cash services and payment transparency Line of Business Procedures
• To be aware of AML risk posed by pouch and mail, Monetary instruments, cash services and wire transfer services and should undergo the mandatory training for the same
• Necessary remediation steps needs to be undertaken in case if there is any breach or non-adherence to the  policy laid down in the LoBP
• Must undertake necessary due diligence to ensure that the nature of the transaction is in sync with the customer profile , else raise it to line manager for further clarification
• The staff must be aware of the scope of services of various products and services that are offered and those which are prohibited because of the guidelines laid down in the line of Business procedures and must ensure the same is communicated to customer in a effective and polite manner
• Reduction in customer waiting periods, and accurate transaction processing.
• Ensuring zero error rates, and minimization of cash shortages, frauds, etc.
• To ensure exception reports are monitored to ensure adequate control on the branch operations
• To ensure satisfactory audit ratings/no adverse comments from internal, external and RBI auditors by exercising caution while handling foreign currency transactions.

Major Challenges 

Constant pressure of customer queries 

Role Context

Service proposition is a key differentiator in any retail business, and the jobholder needs to ensure a positive customer experience on a consistent basis in basic retail banking operations

Management of Risk

Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.

Observation of Internal Controls (Compliance Policy / FIM requirements)

• Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.

Role Dimensions

• Is well organized and depicts professional image
• Displays close bonding with immediate team members and skillful association with support group colleagues 

Knowledge & Experience / Qualifications 

• University  (BA) or (BS)  
• Knowledge of operational integrity required by the Group
• Holistic understanding of the Branch Operations
• Through Knowledge of Branch operations, various matrices and Processes of the bank
• Sound understanding of the company’s customer service requirements

Additional Notes :

• Familiarity with AI-enabled tools is an advantage.
• Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.

As an employee, you are required to perform your duties in a professional capacity exercising independent judgement, discretion and decision-making authority in planning, organising, directing work, supervising and appraising the work of team members, as applicable; and taking accountability for delivery outcomes. You will represent the organization with relevant internal and external stakeholders. You will allocate and prioritize work, provide direction and feedback, manage team capacity and leave in line with policy as applicable.

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.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India