Manager Branch VRM Team, South Region

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

• Achieve sales targets defined in the business plan.
• Ensure visibility on sales floor and excellent customer experience.
• Monitors the activities by referring to the number of leads converted from calling, central generated leads resulting in needs fulfilled.
• Minimise operational losses by doing things right first time.
• Effective sales quality management.

Customers / Stakeholders

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

• Ensure all customer complaints are handled sensitively and efficiently within SLA's applying the TCF and Bank values.

• Deliver service and support for non-IWPB business that is directed through sales team and support cross-business collaboration.

• Where there is CMB functions, manage interaction effectively.

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

• Ensure delivery of a consistently excellent customer experience and encourage customer migration to alternative channels.

• Operate with the highest standards that meet and exceed all regulatory requirements and ensure that front line act as first line of defence by having right conversations with customers.

Leadership & Teamwork

• Accountable for the line management, sales management and coaching of all staff.

• Recruitment of new members into team, based on Bank Standard process.

• Engagement scores in line with GPS norms.

• Ensure effective succession plan is in place.

• Individuals are responsible for the work of others (direct reports who are themselves individual contributors)

• 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.

• Accountable for minimising risk and maximising operational efficiency.

• Ensure strict alignment to global standards.

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

Knowledge / Experience

1. Proven ability in team leadership and management
2. Proven ability in Wealth and Retail distribution
3. Proven and progressive management experience.
4. Proven ability in relationship management in the Retail sector
5. Demonstrate behaviours consistent with HSBC Values
6. Proven adherence to controls and compliance with no significant breaches
7. Expertise in financial planning and related systems and processes
8.  

Skills

1. Strong marketing, sales, management planning, financial, leadership, project management and communication skills and good knowledge and control of risk management.
2. Strong planning and organising skills.
3. Ability to use numerical data to effectively manage sales team performance.
4. Excellent industry and sector knowledge.
5. Good knowledge of Wealth and Retail distribution techniques and models.
6. Excellent interpersonal skills, with a particular emphasis upon inspiring, influencing and negotiating
7. Coaching sales techniques, best practice and sales management on a team and one to one basis
8. Planning and organising skills
9. Analytical skills
10. Problem solving skills

Qualifications and Certificates

1. Attain appropriate professional and regulatory qualifications as required by the local market
2. 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./NA

Issued by HSBC Bank (China) Company Limited