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Branch Manager : 00008R1C

Job Information
HSBC Bank Canada_logosm
Author pmnationtalk
Date February 6, 2017
Type Full Time
Company HSBC Bank Canada
Location Aurora, ON
Category Business / Management
Client HSBC Bank Canada
Contact Information
Apply Now!

HSBC_slogo

Branch Manager : 00008R1C

Employment Type: Regular

  • Lead, develop and manage a branch to ensure achievement of the business objectives with responsibility for Wealth and Retail.
  • 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 defense by having right conversations with customers.
  • Deliver fair outcomes for our customers and ensure both own and employee conduct maintains the orderly and transparent operation of financial markets.
  • Accountable for minimizing risk and maximizing operational efficiency.
  • Achieve results by working with the whole branch team, local market and wider community.
  • Ensure strict alignment to global standards.
  • Play active role as part of wider area/regional leadership team.
  • Deliver branch plan including leads/sales prospect management and overall customer experience.
  • The role is a client facing role managing our highest value clients where professionalism, client focus and a broad understanding of the fundamentals of financial planning are critical to the success of the business. The role holder has a responsibility to acquire, develop and retain relationships with Premier clients, working with the broader branch and direct teams to ensure achievement of the business performance measures and plan (as defined by RBWM).
  • In delivering the business objectives you must also maintain the levels of operational integrity required by HSBC Group, closely managing your individual and the collective performance of your wider team. Creating and maintaining an environment and relationships where you and the wider Branch team maximize performance in achieving the RBWM business objectives.

SIZE and SCOPE:

  • Managing a Portfolio of Wealth Qualified Premier clients & Managing a branch covering Retail and Wealth, managing employees.

Principal Accountabilities: Key activities and decision making areas

Impact on the Business

  • Leads and oversees the work of others within the functional area and / multiple branches or branch including ongoing management responsibilities such as motivating, coaching and providing guidance to team members, adhering to departmental budgets and prioritizing resource allocations appropriately, and following up on internal / external inquires.
  • Assists in the development of sales and / or service plans and the development of strategies to support the cross sell and up-sell of retail products and services to new and existing customers.
  • Communicates clear objectives, targets, and operational quality standards to the team.
  • Implements processes, policies, systems, and practices within the functional area and / or branch that contribute to effective practices.
  • Ensures compliance, operational and system controls in accordance with HSBC regulatory standards and government regulations.
  • Acts as a change agent and project sponsor for key initiatives; models HSBC’s values, sets the cultural tone, and prioritizes business goals.
  • Oversees and monitors the quality of work and provides feedback on the degree to which operational standards are met.
  • Oversees and monitors operations and risk activities such as custodian for cash, combinations, keys, and negotiable securities ensuring procedures and relative records are maintained in accordance with established guidelines.
  • Ensures compliance, operational and system controls in accordance with HSBC regulatory standards and government regulations and maintains Business Continuity Plan for branch or functional area. Assumes role of Privacy Administrator, Branch Compliance Officer, Health & Safety, etc. Where required role will also serve as either primary or backup HSBC Investment Funds Canada (HIFC) Branch Manager.
  • Primary or Back up HIFC Branch Manager role supervises the mutual fund sales business conducted within the branch (new accounts and trading activity) and acts as the primary point of contact for mutual fund customer inquiries requiring escalation.
  • Directs and oversees more complex servicing and support activities such as estates and loss prevention measures.
  • Implements operational processes, policies, systems, and practices within the team / functional area that contribute to effective practices and reduced risk.
  • Provides training and development to others as related to operational and risk items.
  • Acts as a change agent and project sponsor for key initiatives; models HSBC’s values, sets the cultural tone, and prioritizes business goals.
  • Maximize profit and achievement of the growth of Premier client’s portfolio
  • Achieve agreed KPI objectives by development of existing and new relationships
  • Build effective relationships with clients to retain and develop sustainable relationships
  • Complete regular reviews with clients to understand their current and long term needs and advise them on the products and services that help them achieve their goals
  • Achieve branch targets defined in the operating plan.
  • Ensure visibility on sales floor and excellent customer experience.
  • Monitors the activities by referring to the number of leads converted from walk in contact, GSIR’s and CRM generated leads resulting in needs fulfilled.
  • Deliver service and support for non-RBWM business that is directed through branch and support cross-business collaboration.
  • Where there is CMB functions, manage interaction effectively.

Customers / Stakeholders

  • Fosters and develops a customer centric culture within branch and / or functional area, in line with RBWM Strategy.
  • Fully understands broad customer needs.
  • Act as first level escalation for most complex customer inquiries.
  • Act as primary point of contact (or secondary as appropriate) for complex operational inquiries involving internal and external parties.
  • May act as Primary or Back up HIFC Branch Manager role supervises the mutual fund sales business conducted within the branch (new accounts and trading activity) and acts as the primary point of contact for mutual fund customer inquiries requiring escalation
  • Responsible for Know Your Client (KYC) processes, policies, activities and reporting on behalf of functional area and / or branch(s).
  • Ensure branch(s) or work area is maintained in accordance with HSBC standards.
  • Models superior and courteous service to promote products and expand customer relationships.
  • Develops and maintains an active community profile.
  • Ensure customer expectations are exceeded in terms of speed, efficiency, certainty and professionalism, either face to face or through an alternate channel.
  • Ensure branch or work area is maintained in accordance with HSBC standards.
  • Own the client relationship with HSBC
  • Maintain highest standard of excellence in client service across the team and with individual portfolio – Ongoing analysis of client portfolios through marketing of ideas and researching clients
  • Coach the team to achieve business goals and effectively meet customer needs.
  • Ensure all customer complaints are handled sensitively and efficiently within Service Level Agreement’s applying the Treat Customers Fairly and Bank values.

Leadership & Teamwork

  • Leads a team-based approach in anticipating and managing customer needs.
  • Is visible and accessible, providing open access for employees and customers to build rapport, discuss issues, and resolve concerns.
  • Responsible for overseeing team with varied skill sets potentially located in multiple Branch locations.
  • Builds the capabilities of the team to enhance their ability to achieve financial and operating strategy.
  • Hires appropriately, leverages the talents of the team, identifies potential leaders from the team, and takes corrective action where necessary.
  • Contributes and collaborates with colleagues to ensure the collective success of the RBWM/ Wealth management strategy.
  • Collaborates and co-operates with colleagues across the HSBC Canada to share best practice and ensure alignment of strategy within RBWM.
  • Provide a consistent customer experience across distribution channels, share learning’s and ensure resources are appropriately deployed to deliver a sustainable cost platform.
  • Position actively participates and assists with all Bank promotional programs, sales targets and direct marketing initiatives.
  • Participates in business development programs to enhance product knowledge and cross selling skills.
  • Actively refers customers to other areas of HSBC where appropriate.
  • Cultivate an environment that supports diversity and reflects the HSBC values and brand.
  • Demonstrate Group capabilities.
  • 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 Global People Survey norms.
  • Ensure effective succession plan is in place.
  • Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices.
  • Promote an environment that supports diversity and reflects the HSBC brand.

Operational Effectiveness & Control

  • Cultivate an environment that supports diversity and reflects the HSBC brand.
  • Ensuring that sales & operations are undertaken in accordance with HSBC Bank plc Functional Instructional Manual (FIM), Business Instructional Manual (BIM or Local Policies) and Credit Policy Manual appropriate lending guidelines.
  • Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
  • Create and maintain an environment where the branch team maximize performance and provide the highest quality service.
  • Minimize operational losses by doing things right first time.
  • Effective sales quality management.
  • Manage and drive the collective performance of the team.
  • Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
  • Complete other responsibilities, as assigned.

Role Context

  • Work varies from moderate to significant complexity involving mostly routine and some non-routine situations / challenges.
  • Position will provide oversight to more complex circumstances and will have designated authority within assigned limits.
  • Work is specialized in nature and performed under general direction according to established methods and processes.
  • Requires considerable initiative and independent judgment in completing work, with unfamiliar situations or challenges addressed by the next level manager.
  • Problem resolution involves judgment in applying or adapting procedures to address situations as well as searching for or setting precedents for continuous improvement.
  • Outcomes are reviewed in terms of adherence to general policies, accuracy of methods, continuous improvement, and general efficiency.
  • Decisions have a direct impact on the functional area, other potential business units, external guests, and direct reports.
  • May work in call center or branch environment where systems are available in meeting services quality objectives.
  • May be required to work shifts outside of regular business hours.
  • The jobholder will own and manage a portfolio of 350 to 550 clients working with the wider RBWM team.

Management of Risk

  • Ensure compliance of both general and anti-money laundering and anti-terrorist financing (AML/ATF) compliance controls as well as operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
  • The jobholder will ensure the fair treatment of our clients is at the heart of everything we do, both personally and as an organization
  • Maintenance of highest standards of risk management, control and risk and global standards
  • Ensure we protect against financial crime

Observation of Internal Controls

  • Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

Qualifications

  • University / College degree or combination of equivalent education and experience in banking or related industry.
  • 3 – 5 years of related work experience in sales / customer related roles.
  • Mutual Fund Registration. Requires completion of:
  • Investment Funds in Canada Course; Canadian Investment Funds Course; or Canadian Securities Course; and
  • Mutual Fund Skills Builders Course
  • Depending on Branch needs, the Branch Manager Course or Branch Compliance Officers Course
  • Completion of CSS (Consulatice Selling Skills) & HSBC Way of Selling.
  • Completion of HSBC Premier Academy.
  • Personal Financial Planning Designation (PFP); For Quebec only, ICB certificate of achievement – Advanced Personal Finance.
  • Advanced communication and customer service skills.
  • Excellent interpersonal skills to support the building of strong relationships with diverse groups of people.
  • Excellent knowledge of HSBC’s products / services and competitive environment.
  • Complete knowledge of HSBC’s policies, practices, and procedures within own area.
  • Depending on Branch needs, World Selection Portfolio certification (training provided by Asset Management Canada, AMCA).
  • Ability to manage multiple projects with multiple deadlines.
  • Aware of and understands how own area of the business performs (is profitable, conserves costs, etc.).
  • Understanding of legislation and regulations as they apply to own area.
  • Ability to speak / understand a second language is an asset.
  • Willingness to relocate.
  • Proven ability in Wealth and Retail.
  • Proven and progressive management experience.
  • Strong marketing, sales, management planning, financial, leadership, project management and communication skills and good knowledge and control of risk management.
  • Strong planning and organizing skills.
  • Ability to use numerical data to effectively manage branch performance.
  • Excellent industry and sector knowledge.
  • Good knowledge of Wealth and Retail distribution techniques and models.

Job Field : Retail / Branch Banking
Primary Location : North America-Canada-Ontario-Aurora
Schedule : Full-time Shift : Day Job
Type of Vacancy : Country vacancy
Job Posting : 06-Feb-2017, 12:12:01 Unposting Date : 20-Feb-2017, 23:59:00

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