Vice President Retail Branch Head

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HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Vice President Retail Branch Head.

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 International Wealth and Premier Banking (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.

In this role, you will:

• 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
• 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.
• Lead, manage and coach the branch team effectively through: Resourcing of the business using the appropriate selection criteria, tools and framework. Training, maintaining and developing the team to a level appropriate for the branch and commensurate with centrally agreed resource plans. Using appropriate performance management tools and undertaking individual performance reviews to maximise effectiveness of the team. 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.
• 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 working with the Customer Service Manager in monitoring, reviewing, and streamlining work procedures in liaison with Head of CCOS, ensuring compliance with various BOGs and operations guidelines, and regularly conducting the RBH Branch Checklist, Branches RCA's

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

• Bachelors degree in finance, business , economics or related fields.  MBA or post graduate degree preferred.
• Proven ability in team leadership and management.
• Proven ability in Retail sales.
• Proven ability in relationship management in the Retail sector.
• 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 and problem-solving skills
• Attain appropriate professional and regulatory qualifications as required by market.

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.