Sales and Service Manager

Job description

Sales and Service Manager

UAE, Abu Dhabi

About HSBC

HSBC is one of the world's leading banks, with a network covering 67 countries and territories. Our global reach means we offer many ways for you to develop your career. We offer an inclusive, values-led culture, tailored learning and development programmes and competitive benefits. We have roles in retail, commercial, investment and private banking and a range of operational and functional teams.

Role Overview:

• The principle objective of the jobholder is to assist the Branch Manager in developing the retail business in the best interests of the Bank and to help shape the future direction of the branch's RBWM service and sales volumes.

• Manage, develop and coach all customer facing sales and service staff creating an environment to exceed individual and branch targets.

• Maximize all opportunities to cross sell and increase Product Per customer ratios.

• Ensure visibility on the sales floor and facilitate excellent customer experience.

• The job holder also provide support to the Service Support Department for various matters such as authorizing the clearing and other related vouchers that requires executive authority and random checking of voucher bundles and authorize them before dispatch to NSC.

Duties & Responsibilities:

• To assist the Branch Manager to plan, direct, control sales & services, Specifically, to lead RBWM, teams and exceed targets set for the segments, and to ensure excellent quality service is provided and cross sell opportunities are maximised, while maintaining the required controls.

• Support the Branch Manager in the delivery of customer driven service & sales, efficiency of service capability, operational quality and control of costs to meet the branch plan. This will be achieved by continually improving the standards of customer driven behaviour and by delivering a robust service and sales culture through the following.

• Establishing and maintaining the highest standards of service quality.

• Ensuring Sales Floor Officer is effectively run within the branch and is an integral part of branch operations.

• Continually monitoring and reviewing procedures in place and ensuring compliance with BIM/FIM requirements, audit recommendations, local laws and the Group's compliance and money laundering requirements.

• Monitoring daily activity/exception reports and ensuring all transactions are properly authorised.

• Ensure all branch lending is undertaken and controlled in accordance with HBME Credit Policy.

• Managing lending facilities within any agreed personal approval authority

• Proactively assisting management in identifying and containing money laundering risk, reporting suspicions, monitoring procedures and controls, fostering a compliance culture and optimizing relations with anti money laundering authorities

• Assist line management in their responsibility for complying with all relevant anti-money laundering Regulations, including the provision of advice on money laundering issues.

• Act as a central point for the receipt and validation of money laundering suspicion reports (SARs) within the relevant branch / business unit. Submit SARs to the Money Laundering Control Officer (MLCO) who will be responsible for reporting and liaising with the local anti-money laundering Authorities.

• Report immediately to the MLCO and the relevant senior management: all material and significant breaches or potential breaches of money laundering Regulations of which the BMLCO is aware

Directing/ co-ordinating/ monitoring / reviewing sales and referral activity, analysing resource requirements, monitoring overheads and implementing measures to increase productivity

• Monitoring of SSO activity levels, in conjunction with the Sales and Service Staff , action planning where appropriate

• Ensuring a consistently high level of customer service through seeking ways of streamlining and improving turnaround times by effectively dealing with customer complaints and achieving ongoing improvement in the Customer Satisfaction Rating

• Manage the operational risk associated with the role and take action to minimize the likelihood of operational risk occurring including risk identification, assessment, mitigation and control, loss identification and reporting.

• Safeguard the bank from potential loss and provide support for all fraud investigation. Comply with group policies and regulatory requirements.

• Awareness of the operational risk associated with the role and the action to be taken to minimize the likelihood of operational risk occurring including risk identification, assessment, mitigation and control, loss identification and reporting.

• Pro-actively assist management in identifying and containing the Money Laundering compliance risk through reporting of suspicious customers, monitoring procedures and controls and fostering a compliance culture among staff & optimizing relations with the anti-ML responsibilities.

• Timely reporting of any operational risk loss and ensuring operational risks and losses are considered when executing day to day responsibilities.

• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets

Desired profile

Qualifications :

Experience & Qualifications:

• At least two years previous experience as a Lending Executive together with suitable Credit Training.

• At least five years experience of dealing with RBWM customers and through dealing with a diverse range of RBWM products and services.

• Effective man management and interpersonal skills are essential for the role in motivating staff to achieve their goals.

• Given the varied number of activities with which the jobholder is involved on a daily basis and the size of the customer base, time management and the ability to meet deadlines are valued attributes.

• Previous experience in a significant operations/retail banking role or a role, which involved a time pressure environment, would benefit the jobholder

• Previous experience of working in a sales environment would be helpful to the jobholder.

• Knowledge of CRMS, Group HUB System (gained through working in an operations/role).

• At least three years experience in a retail branch at executive level. Should have attended a Practical Business Finance course.

Retail Banking and Wealth Management (RBWM) serves millions of customers worldwide. Our employees help customers to manage their day-to-day finances and save for the future. We offer career opportunities ranging from customer service and relationship management jobs in branches to roles in product development, sales, strategy, asset management and insurance. There are many career opportunities in Retail Banking and Wealth Management, from customer service and relationship management jobs in branches to roles in product development, sales, strategy, asset management and insurance. Generalist, specialist and managerial roles are available at all levels. For more information visit http://www.hsbc.com/careers/explore-our-business

Why HSBC?
We put diversity at the heart of our business and we take our responsibility to develop our talent seriously.
Joining HSBC will give you the chance to work in a collegiate, supportive and inclusive environment in which we seek to develop and promote people based on merit. We will provide you with tailored training and support to help you identify and follow your chosen career path, as well as access to a range of market-competitive benefits.

What to expect at HSBC

• The chance to realise your ambitions
• Globally connected careers
• A strong emphasis on values
• Learning and development opportunities
• An inclusive, meritocratic culture
• Market-competitive benefits

Global Careers Opportunities
Visit our Global Careers site where you can explore our business, meet our people and find useful application hints and tips http://www.hsbc.com/careers .