at HSBC
OtherPosted 7 days ago
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**Manager Branch Operations - HSBC: Lead Customer Service Excellence** Manage daily branch operations for HSBC's International Wealth and Premier Banking. Oversee team, ensuring first-point-of-contact customer service. Process product admin changes, remediation, andndefect-free transaction processing using AI-enabled tools. Drive continuous improvement through process evaluation and coaching. Maintain operational management information. PhD or higher degree preferred. Familiarity with AI tools a plus. Mandatory AML and sanctions training.
- Compensation
- Not specified
- City
- Not specified
- Country
- India
Currency: Not specified
Full Job Description
Some careers open more doors than others.
If youre looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
Business Descriptor:
International Wealth and Premier Banking (IWPB) provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the worlds most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance. HSBC Asset Management, the investment management business of the HSBC Group, invests on behalf of HSBCs worldwide customer base of retail and private clients, intermediaries, corporates and institutions through both segregated accounts and pooled funds. HSBC Asset Management connects HSBCs clients with investment opportunities around the world through an international network of offices in 23 countries and territories, delivering global capabilities with local market insight.
Sales, Distribution and Business Development plays a vital role in understanding and meeting customer needs by offering the right solutions through the right channels to the right customer segments. The team is responsible for implementing distribution strategy, driving the delivery of market leading personal banking customer experiences and thereby maximising customer satisfaction.
Role Purpose:
The Service and Operations job category will be required to undertake a range of customer service management tasks. Activities will include processing of various customer and Bank initiated requests or instructions, processing of all various activities which support the excellent delivery of service to our customers to support the frontline service journey. The development of efficient processes and activities will be a key activity to drive continuous improvement of service and operations. Coaching and development of team members to support the improvement of knowledge, skills and capability will also be a key element of this role.
Principal Accountabilities:
- The job holder will be required to process instructions to create, amend, cancel or close existing products or services and/or the administration of products received from various stakeholders.
- Process remediation activity relating to various operational activities.
- Ensure there are no defects while processing instructions or remediations.
- Ensure timely processing of requests received through internal and external stakeholders , customers etc.
- Handle various digital tools like bulk data capture tools, Lite automation tools, macros etc for processing of various servicing requests / instructions as applicable.
- Processing of servicing requests for HSBC Customers in line with the laid down established and documented procedures, regulatory policies.
- Coaching and development of colleagues to improve skills and capability
- Use knowledge of products, processes and procedures to address customer needs both through the team and individually.
- Support colleagues to deliver service to customers at first point of contact through the reduction of operational requirements
- Continually evaluate processes and procedures to support improved efficiency and effectiveness of operations
- Development and maintenance of Operational Management Information.
- Processing of servicing requests for HSBC Customers.
- Coaching and development of colleagues to improve skills and capability.
- Use knowledge of products, processes and procedures to address customer needs both through the team and individually.
- Support frontline colleagues to deliver service to customers at first point of contact through the reduction of operational requirements.
- Provide guidance on transactions and ensure that all work is processed in accordance with the established and documented procedures.
- Continually evaluate processes and procedures to support improved efficiency and effectiveness of operations
- Development and maintenance of Operational Management Information.
- Carry out unit administration activities
- Ensure excellent satisfaction is achieved through leading a team within its remit to consistently deliver excellent service for both internal and external clients.
Qualifications:
Minimum Graduation or as required for the role, whichever is higher
Pro-tip : Familiarity with AI-enabled tools is an advantage.
Additional Information
- Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.
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 an 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 The Hongkong and Shanghai Banking Corporation Limited, India
