CUSTOMER DEVELOPMENT MGR(Calling), Shenzhen

HSBC International Wealth and Premier Banking (IWPB)

Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth.

Our international network and breadth of expertise enable us to 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 key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking and Insurance.

We are currently seeking an experienced professional to join our team.

In this role, you will:

Impact on the Business/Function

• Implement WPB plan including channel structure, sales goals, manage the channel cost to income ration in alignment with group direction.
• Manage the channel cost and expenses, ensure strong relationship with all business partners.
• Contribute to developing business strategy through cost control income generating ideas.
• Deliver new income opportunities through initiatives which support development of new and existing customer relationships.
• Submit ongoing market/competitors updates to sales manager based on feedback obtained from team members and customers.
• Manage open days and external events.

Customers / Stakeholders

• Handling customer complaints and maintains the highest levels of customer satisfaction.
• Coach the team to achieve business goals and effectively meet customer needs.
• Manage sales productivity and sales performance through effectively meeting customer needs.
• Ensure team members are applying EDRAS concepts and model through ongoing development.
• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.

Leadership & Teamwork

• Managing overall team performance.
• Deputising for Head of Mobile Sales when required.
• Maintain sales quality ratio within prescribed levels.
• Accountable for the line management, sales management and coaching of mobile sales team.
• Recruit, manage and develop the Mobile sales team to ensure they know what is expected of them and how they are performing, have the capabilities to perform at their best and can develop their career within HSBC.
• Individuals are responsible for the work of others (direct reports who are themselves individual contributors).
• Non Manager with who leads projects with cross functional team members.
• Communicate the HSBC vision, Values and goals to others clearly and consistently to build engagement and an inclusive, high performing, customer-centred culture.
• Lead, develop and motivate the team to attract, retain and develop the capacity, capability and talent to provide for succession and ensure delivery of business objectives.
• Set expectations, share best practice and manage, monitor, coach and develop team members to ensure that they maximise their performance, meet the required standards, and continuously develop their capabilities and experience.

• Encourage and enable productive teamwork and matrix working, by demonstrating a collaborative approach and challenging actions and behaviours that are not consistent with HSBC's diversity policy and/or the best interests of the business and its customers.

Operational Effectiveness & Control:

• Maintain a robust control environment to ensure conformance with internal standards, policies and procedures, effective management of risks, and legal and regulatory compliance.
• Maintenance of highest standards of risk management, control and compliance.
• Ensure Audit recommendations are implemented, conduct spot checks and follow ups.
• Individuals are responsible for the work of others (direct reports who are themselves individual contributors).
• Non Manager with who leads projects with cross functional team members
• Implement and apply the processes, infrastructure and resources needed to deliver agreed team plans and targets, identifying and implementing improvements and collaborating with colleagues to maximise integration, effectiveness and efficiency.
• Communicate and embed HSBC policy and procedures in order to ensure good operational, financial and project management, policy and procedural compliance and early identification and effective resolution or escalation of issues that arise.
• Provide timely, accurate, quality management information to stakeholders to meet business and regulatory requirements.
• Communicate policies, governance procedures, practices and standards to team members, ensuring they are understood and applied, in order to ensure quality, effective risk management and regulatory compliance.

To be successful in the role, you should meet the following requirements:

• Proven ability in mobile sales
• Current product/market knowledge
• Excellent customer service skills
• Managerial experience
• At least 3 years’ experience in supervisory role of sales function
• Excellent interpersonal, leadership and motivation skills
• Strong sales and organization ability and problem solving skills
• Result driven and able to work under pressure
• Good spoken and written English

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised. 

The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role. 

You’ll achieve more when you join 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./51/LP

Issued by HSBC Bank (China) Company Limited