Counter Service Officer

Job description

Job Advert Details

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.

Wealth and Personal Banking (WPB) is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.

We are currently seeking a high caliber professional to join our team as a Counter Service Officer.

Summary of Main Tasks and Responsibilities

1. Customer Services

 - Providing an effective servicing operation to all customers of the Retail Store 

 - Providing effective management of the Bank’s operational integrity standards ensuring that any breaches & potential losses are kept to a minimum

 - Supporting the Counter team to ensure customer expectations in terms of efficiency, accuracy, timeliness and professionalism are met

 - Overseeing the monitoring & control of Express Banking facilities in term of performance

 - Audit, regular checks by internal compliance

2. Effective operations and productivity 

- Endorse and provide support to the Retail Store Manager in the delivery of service & sales initiatives that enhance the service experience, including Mystery Shop Program (where this is in place)

 - To ensure operational efficiency and cost control in accordance with policy standards and the Retail Store operating plan

 - To ensure that laid down procedures are followed that protects the safety and security of our customers and staff

 - Overseeing Retail Store costs and expenses to ensure that they remain within plan

 - Provide support to the Front Office team when required in order to ensure a management presence is maintained as  much as possible in the customer area & Service & Sales Floor Management is implemented 

 - Mystery Shopper program demonstrating quarter on quarter performance

 - Feedback from Retail Store Manager and front line staff

 - Monitoring & controlling Retail Store operational processes

 - Monitoring & controlling Retail Store costs

 - Maintaining an awareness among staff of all safety & security issues & that procedures in this area are always followed

 - Feedback from Front Office team and customers

 - Performance of the Front Office team during the time when managed by the Sales & Service Manager – Counter

 - Responsible for the internal RBWM staff accreditation and ensuring compliance of regulatory requirements in respect of staff skills competency

 - Assist the Retail Store Manager in the execution  of the Retail Store Strategy, in particular through Staff Engagement initiatives and Personal Career Development

 - Production of Global People Survey action plans and evidence of progress against actions identified

 - All individuals accredited in line with compliance requirements  

3. Leadership / Teamwork

 - Provision of operational integrity related guidance to all staff and to provide support to the Retail Store Manager on improvements to service standards

 - Training & development provided to Counter Team

 - Assist / back-up Sales & Service Manager – Counter when required

Support other Branches / TOs as a Counter Officer when required

- Regular consultation with Service & Sales Manager – Front Office & 1:1’s with front office staff to review Service and Sales performance

- Evidence of coaching provided and development plans for Retail Store team

4. Compliance with internal/external control, procedures, regulations and management of Risk

 - Strictly follow Cash Handling Procedure

 - Ensure satisfactory implementation of audit recommendations

- Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section B.1.2 of the Group Operations FIM

 - Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.  Foster a compliance culture and  implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided  and optimizing relations with regulators

Information

Knowledge/Special Skills Requirements

·        Proven ability in people and resource management including sales team leadership

·        Previous experience in Retail service and sales

·        In depth understanding of products and operational procedures

·        Knowledge and understanding of relevant risk / compliance / audit standards

·        Excellent interpersonal and communication skills

·        Effective sales leadership skills including coaching and sales activity management on a team / one to one basis.

·        Planning and organising skills

·        Analytical skills

·        Problem solving skills

·        Complaint handling skills