Customer Service Manager, Shenzhen Branch China

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 

• Manage and drive the collective performance of the service and ops team to achieve the agreed targets, and supports the wider RBWM strategy.

• Maintains and enhances the operational standards and efficiency.

Customers / Stakeholders 

• Coach the team to achieve business goals and effectively meet customer needs.

• Share all examples of best practise to drive overall customer experience.

• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets

Leadership & Teamwork 

 
• 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:

 
• 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:

• Minimum of five years proven and progressive branch banking and/or commercial lending experience or equivalent.
• Strong leadership, managerial, strategic planning (including financial planning and management), organizational, decision-making, problem-solving, communications, analytical, interpersonal, motivational, negotiation, project management, sales and team-building skills. A thorough understanding of a multi-channel business model is essential.
• Bachelor's degree in business, finance, related field or equivalent experience.
• Professional qualifications as appropriate to market
• Credit training or equivalent experience.
• Strong marketing, sales, management, planning, financial, leadership, motivational, project management and communications skills.
• Thorough knowledge of the lending and credit approval process, pertinent regulations impacting retail banking activities and delivery systems and channels, including market potential as well as the regulatory framework are required.
• Understanding of the unique markets serviced.
• Strong business acumen and ability to continually make trade-off decisions and build consensus.
• Strong ability to use numerical data to develop tactical plans within the broad context of strategic plans and change them as warranted by results.

• Attain appropriate professional and regulatory qualifications as required by market

• Attain any internal standards as required by market

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.

Issued by HSBC Bank (China) Company Limited