Assistant Vice President Branch Service Manager

Job description

The purpose of this role is to lead a team of processors and/or checkers to ensure that transactions are processed accurately and that transactions are passed without defects.

The tasks carried out by this category will include some or all of the following:
· Ensuring the team delivers in line with its demand statements
· Planning and prioritisation of day to day services across the team
· Supporting the implementation of change programmes that impact the direct team or process
· Maintaining Operating Procedures in accordance with the Business Service's Operating Model and local requirements
· May lead remediation activity relating to Customer Due Diligence (CDD) and Know Your Customer (KYC) checks
Strategy & Business Models
· Our strategy, business models, and the decisions we make deliver fair treatment of customers and do not disrupt market integrity
Culture & Behaviours
· Our culture supports our people and empowers them to consistently do the right thing for our customers and markets in which we operate
· Our people are competent and committed to the fair treatment of customers and not disrupting the integrity of markets
· We are open to challenge, we acknowledge when things go wrong, we fix things and we learn from our mistakes
· We reward and incentivise performance, behaviours and attitudes which deliver the fair treatment of customers and uphold market integrity
Customer
· We know our customers and understand their needs-we actively listen to them and ask the right questions
· Our products are designed to meet the different needs of our customers, to be competitive and to be understandable
· Our products and services provide a balanced exchange of value between HSBC and our customers
· Throughout our sales and servicing we are efficient, transparent and customer focused
Markets
· We manage our products and services so that our customers' experience is in line with the expectations we set
· We seek to prevent and will proactively identify actions and behaviours that constitute market misconduct, and respond appropriately
· Trades are executed in a timely, clear and controlled manner ensuring that optimal execution is achieved for our customers and that HSBC trades are not manipulative
· We manage conflicts of interest and appropriately handle information to reduce the opportunity for misuse
Governance & Oversight
· Our governance framework provides effective oversight of how we fairly treat customers and uphold market integrity
· We engage with regulatory bodies in a timely, open and transparent manner

Desired profile

Qualifications :

·  Minimum of six years proven and progressive customer service and or operational experience within the branch environment or equivalent, including a minimum of two years proven experience as a Branch Service Manager or equivalent.
·  Bachelors degree in business, accounting, related field or equivalent experience.
·  Proven managerial, decision making, customer service, organizational, analytical, planning and mathematical skills.
·  Sound knowledge of Company products and services offered within the branch system, related operational activities and pertinent regulations.
·  Ability to lead and direct service team to complete transactional customer requests and resolve client issues.
·  Required to maintain a Notary Public License.
EEO/AA/Minorities/Women/Disability/Veterans