Vice President, Deputy Branch Manager

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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 (overall high level summary of the role)

• To assist the Branch Manager in driving the Bank ROP requirements by maintaining high level of service standards and internal control requirements.
• Work jointly with the Branch Manager to ensure achievement of the business objectives from sales as well as service point of view.
• Assist in creating and maintaining the Branch environment where the team maximises performance & provides highest quality service in line with the Target Operating Model (TOM) as defined by Group.
• To work closely with various teams – sales, service & teller, in order to achieve a high level of customer satisfaction together with operational efficiency.

Principal Accountabilities:  Key activities and decision making areas

Impact on the Business / Function

• Assist the Branch Manager in driving ROP targets for the branch and related activities
• Act as a Branch Manager in the Branch Manager’s absence
• Help the BM in Delivering the branch performance measures and plan (as defined by RBWM)
• Contributes to improving productivity in the branch
• Contributes to area/ branch profitability
• Deliver service and support for non-RBWM business that is directed through branch and support cross-business collaboration.
• Plan a long terms strategy for customers.
• Retention by differentiating our service proposition based on customer needs.
• Monitor daily branch activities and other internal information tools, using them to coach the team and achieve the business goals

Typical Targets and Measures

• Ensure smooth functioning of the branch in the absence of the BM
• Migrate less profitable customer groups to Alternate Delivery Channels and thereby ensure that resources are allocated judiciously.
• Maintain good relations with union representatives and in view of the large team size
• Maintain good inter-personnel relationship across the branch staff
• Ensure optimum allocation of resources, achievement of sales targets, and maintain strict control over overheads with sharp focus on income and expenditure numbers
• Assist BM to achieve the targets by ensuring participation from all teams

Customers / Stakeholders

• Ensure positive customer experience and manage complaints / escalations
• Lobby Management
• Coach the team to achieve business goals and effectively meet customer needs.
• 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
• Maintain a requisite level of customer interaction by undertaking field visits with sales personnel
• Develop and maintain a strong service culture across various branch channels like Advance, Premier, Mid-market, Tellers, PSE, etc.
• Reduction in customer waiting periods, and accurate transaction processing.
• Monitoring branch hygiene, and using in-branch promotion material effectively. Managing customer traffic, by improving process flows and aligning tasks accordingly

Leadership & Teamwork

• Act as a guide to the AM – Customer Service and other teams on matters related to operations and service
• Help Manage & coach the Branch team to drive performance to grow sales, productivity, service quality and staff engagement
• Manage and drive the individual and collective performance of the Branch
• Establish mutual respect and trust in dealing with others
• Supports the line management, sales management and coaching of sales and service team.
• Support the recruitment of new members into the team, based on bank standard process
• Manage and drive the collective performance of the sales & service team.
• Accountable for branch’s appearance and its maintenance
• Achieve branch targets defined in the operating plan.
• Manage people where appropriate to meet customers’ needs.
• Ensuring  that all staff work as a team
• Effective communication of plans and achievements, through appraisal, counseling and training, on and off the job, by regular discussions and feedback received from staff is taken into cognisance and action steps implemented where necessary
• Updating branch staff on the regulatory and operational process changes
• Coach the service staff to get optimal productivity

Operational Effectiveness & Control

• Independent control over Branch operations
• Maintain hygiene and service standards as prescribed by the Group
• Implement group policies and procedures
• Ensure satisfactory internal and external reviews
• Adherence to the highest standards of risk management, control and compliance.
• Deployment of all mandatory and global standards training.
• 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 limit letters are issued to the Teller Staff as and when mandatory
• By implementing audit recommendations, and monitoring operational activities, identifying control weaknesses and addressing them.
• To ensure satisfactory audit ratings/no adverse comments from internal, external and RBI auditors by exercising caution while handling foreign currency transactions.
• By supervising ongoing compliance with audit recommendations and adherence to procedures laid down by BIM/HHO/INM/RBI and other regulatory bodies.
• Ensuring the timely implementation of internal and external audit points together with any issues raised by external regulators
• 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
• 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
• 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.
• Must maintain an oversight on various operational aspects of the LoBP and ensure its adherence in spirit and as per the process laid in pouch and mail, monetary instruments, cash services and payment transparency line of Business Procedures
• Perform end-of-day reconciliation between the register and the physical pouch & mail items held in joint custody with ‘Designated Service Desk employee’.
• Ensure adequate due diligence is undertaken by the team to ensure that the nature of the various transactions of wire transfer, cash services, monetary instruments are in sync with customer profile

Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)

• Service proposition is the key differentiator and the jobholder needs to ensure a positive customer experience on a consistent basis.
• The jobholder needs to manage the branch independently (when required) and should have experience of managing a team of people. The job holder will need high level of people management skills, since there are large branches with higher number of staff .
• The challenge is also to ensure that staff is motivated to perform at a high level on a consistent basis both from the sales and Service perspective.

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

•      Service proposition is a key differentiator in any retail business, and the jobholder needs to ensure a positive customer experience on a consistent basis. The jobholder needs to manage the branch independently (when required) and should be sensitive to managing teams and conflicts therein. DBM needs to manage the platform service stream, and ensure increase in customer service quality.
• The GCB 6 DBM would be part of  Non-Flagship Branches Pan India where:

1. The volume of transactions at Tellers, Service, Sales is smaller high compared to Flagship  branches.
2. Number of service and sales staff are much lesser compared to the Flagship branches.

Branches which may or may not have Elite customers

Management of Risk (Operational Risk / FIM requirements)

•  Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.
• Demonstrates leadership on regulatory and compliance matters. Maintains awareness of risk and minimizes the likelihood of it occurring through its identification, assessment, mitigation and control.

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.
• Fosters a compliance culture within the team, managing compliance risk and ensuring that the necessary training is completed. Optimizes relations with regulators.

Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget. in USD’000)

• Coverage & Management of all aspects of branch.
• Impact of sales processes and tools on productivity for all the branch staff.
• Delivery of  KPI targets for the branch.

Sales capacity planning, staffing, career progression and development plans for the branch staff

Knowledge & Experience / Qualifications  (For the role – not the role holder.  Minimum requirements of the role.)

• Post Graduate (Masters)
• Experience:. Five to ten years
• Knowledge of operational integrity required by the Group
• Holistic understanding of the Branch Sales and Operations
• Strong leadership, managerial, strategic planning organizational, decision-making, problem-solving, communications,
• analytical, interpersonal, motivational, negotiation, project management, sales and team-building skills.
• Professional qualifications as appropriate to market
• Through Knowledge of Branch operations, various matrices and Processes of the bank
• Sound understanding of the company’s customer service requirements
• Team management experience.
• Skills in sales, financial planning and communication.
• Knowledge of bank and operating platforms.
• Industry and sector knowledge.
• Knowledge of sales and service techniques and models.

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