Senior Vice President - Retail Branch Head

Role Purpose

The Retail Branch Head (RBH) role is an important customer facing role in IWPB Distribution. Reporting to Head of Distribution, this role is accountable for day-to-day management of all branch related activities.

The following are key roles and responsibilities but not necessarily limited to:

• Leading HBAP branch of assignment in executing IWPB Strategy in growth, operational efficiency, and customer centricity.
• Accountable for implementing Target Operating Model encompassing organizational structure, sales performance, profit, and loss performance of branch of assignment, and overall customer experience.
• Delivering fair outcomes for customers and ensure own and employee conduct supports the maintenance of orderly and transparent financial market operations.
• Responsible for delivering best in class customer service, driving improvements on customer journeys, deepening engagement, and preventing attrition.
• Ensuring branch control environment is robust by thoroughly conducting critical tasks such as KYC, Anti-Money Laundering, workflows to control and management governance, risk, and compliance standards.

The RBH acts as the external face of HSBC, presenting a joined-up and cohesive experience for our customers, who may have relationships with multiple entities and jurisdictions.

This will be achieved by creating and maintaining an environment where the Retail Branch Head and the team maximise performance in achieving the IWPB business objectives while providing the highest quality service. The role holder needs to ensure that the business is effectively run and that the branch is managed to the Target Operating Model (TOM) as defined by Group and local IWPB.

In delivering the business objectives, the role holder must also maintain the levels of operational integrity required by the Group, by closely managing and driving the individual and collective performance of the team.

A key responsibility of this job is to identify and develop the people within the team, coaching and guiding them to maximise their potential and their contribution to our organization. This will culminate in a succession plan for the business which delivers ongoing value to the organization.

Principal Accountabilities

Impact on the Business / Function

Overall Business Performance

• Lead the team to deliver the Branch’s IWPB Performance measures and plan.
• Lead the Branch in line with the processes and activities in the TOM and other operational guidelines to achieve consistency of management of our people and delivery of service and sales to HSBC customers.
• Manage & coach the team to drive performance to grow sales, productivity, service quality and staff engagement.
• In conjunction with the team, build a high personal and corporate profile in the community in which the branch is based.
• Drive digital usage and sign-up to ensure channel optimization.

Sales Activity Management

• Monitor and act on daily sales activities of the team.
• Coach and motivate the team to achieve the business goals.
• All tasks and activities related to Sales Activity Management must be executed consistently in an effective manner.

Customers / Stakeholders

• Use the principles and guidelines in the TOM to ensure customer needs are identified and they are matched to the appropriate member of the team to maximise the sales potential.
• Personally manage the sales floor on a regular basis to ensure customer needs are met & direct the customer to the most appropriate Channel.
• Ensure that branch related complaints are properly elevated to Customer Experience Solutions group and that the SLA's on customer response and feedback is properly monitored.
• Contribute to the Community in the area in which the business is based

Leadership & Teamwork

• Lead, manage and coach the branch team effectively through:
1. Resourcing of the business using the appropriate selection criteria, tools, and framework
2. Training, maintaining, and developing the team to a level appropriate for the branch and commensurate with centrally agreed resource plans.
3. Using appropriate performance management tools and undertaking individual performance reviews to maximise effectiveness of the team
4. Maintain and enhance personal and team knowledge and skills through sharing best practice.
• Hold regular meetings with team members, and otherwise, to effectively communicate and address bank, region, branch and individual issues and successes.
• Create a working environment that drives performance and an engaged team.
• To work as part of a wider integrated team. Support others through direct and indirect actions beyond their own branch responsibilities.
• Act as a figurehead for HSBC, presenting a single, cohesive view of WPB to our customers.
• Role model the HSBC Group values in a consistent manner.

Operational Effectiveness & Control

• Ensure that operations are undertaken in accordance with HSBC Bank plc FIM, BOG, LoBPs and Credit Policy Manual.
• Ensure all processes for are in place and manage by:
1. working with the Customer Service Manager in monitoring, reviewing, and streamlining work procedures in liaison with Head of CCOS
2. and ensuring compliance with various BOGs and operations guidelines.
3. regularly conducting the RBH Branch Checklist, Branches RCA's
• Manage operational risk, by using relevant MI to identify risk situations and take any appropriate action to minimise loss.
• Cultivate an environment that supports diversity and reflects the HSBC brand.
• Oversee overall project management, ensuring project timelines are met; projects are completed according to Group, compliance & regulatory standards and are delivered within budget expectations

The bank seeks to grow its IWPB business through an efficient operation and the pursuit of excellent customer driven service, recognition of value, cross selling products and services appropriate to customer needs to enhance that value.

We should recognise our responsibility to the Community in which we operate and improve the bank’s profile within those communities building economic value for the bank and its shareholders.

The range of competitors and products has established an increased financial awareness in customers, creating a demand for increased experience and skill at branch level. A Retail Branch Head requires the following key attributes:

• High energy and a tenacious approach
• Excellent sales and people management skills
• Customer driven with a strong focus on quality of service.
• Strong interpersonal communication skills, especially in motivation, coaching and team leadership.
• A strong sense of ownership, responsibility and accountability

The jobholder forms an integral part of the wider HSBC management team. As part of this wider team the jobholder is expected to identify opportunities in their day-to-day activities that directly or indirectly contribute to the success of colleagues with differing responsibilities, particularly in other areas of HSBC.

Experience, Skills and Qualifications:

Knowledge / Experience

• Proven ability in team leadership and management.
• Proven ability in Retail sales.
• Proven ability in relationship management in the Retail sector.

Skills

• Excellent interpersonal skills, with a particular emphasis upon inspiring, influencing and negotiating.
• Coaching sales techniques, best practice and sales management on a team and one to one basis.
• Planning and organising skills.
• Analytical skills.
• Problem solving skills

Qualifications

• Attain appropriate professional and regulatory qualifications as required by market.
• Attain any internal standards as required by HSBC MNL

Candidate with less relevant experience or skills may be offered a lower Global Career Band level than stated above.

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

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Issued by The Hongkong and Shanghai Banking Corporation Limited.