Assistant Manager Branch Operations

Job description

Job description

Some careers open more doors than others.  

If you’re 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.

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:  Key activities and decision making areas

Operations

·  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

Clients/Stakeholders

·  Liaise with different teams like INM FCC RC, AML, ORIC, LGA and BRCM to seek clarifications/dispensations on various audit issues
·  Participate in various projects as a member of Project Working Group (PWG) along with other stakeholders

Leadership and teamwork

·  Identify, own, carry out and implement key projects across branches
·  Benchmark the processes with the best in the Industry and identify suitable projects to replicate the best practices at our branches
·  Devise efficient processes working in collaboration with various stakeholders
·  Involve branch expertise in running various projects for branch banking
·  Ensure timely completion of projects / activities assigned
·  Assist in realigning the Operations piece through projects, in line with the Bank’s strategy and raise the bar for customer expectations by implementing customer centric solutions

Operational effectiveness and control

·  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

Major Challenges

·  The jobholder is to process requests which are bank and customer initiated. Hence, jobholder will need to have thorough knowledge of established procedures and regulatory governances and guidelines
·  The jobholder will need to recommend as well as assist in reviewing existing branch processes, devise processes which realign the image of branches from merely a transactional outlet to an advisory unit
·  The job holder will be part of projects which will have stringent deadlines
·  The jobholder also needs to interact with other departments like INM BRCM/ CVM /INM CMP/LGA/Internal Control/CMB/MKT/Six Sigma and CAS regarding implementation of policies, systems and new initiatives
·  The job holder requires the ability to handle multiple tasks within specified timelines
·  The job holder requires Good People Management skills

Tasks and responsibilities of the job holder may include some or all of the following

·  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

Requirements

·  University  (BA) or (BS)         
·  Two to five years
·  Thorough knowledge of the Banking systems & processes
·  In depth knowledge and understanding of the regulation & guidelines as applicable
·  Knowledge of Group Policies and Procedures for audit and compliance
·  Branch Banking experience

Additional Information

·  Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required

Useful Link

 

Link to Careers Site: Click   HERE  

 

You’ll achieve more at 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 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

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