Transaction Services Manager

Job description

Job Advert Details

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. 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 calibre professional to join our team as an Transaction Services Manager 

Areas and Accountabilities 

Impact on the Business

·  Manage a team of Premier Relationship Officers (PROs) and Tellers; endorse transactions and provide support to the Branch 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 Branch operating plan
·  To ensure that laid down procedures are followed that protects the safety and security of our customers and staff
·  Provide support to the Front Office teams 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 

Customers / Stakeholders

·  Providing an effective servicing operation to all customers of the Branch (including Mass and Premier Customers)
·  Providing effective management of the Bank’s operational integrity standards ensuring that any breaches & potential losses are kept to a minimum.
·  Provide support to the Premier Relationship Managers to identify and capitalize on cross sell opportunities

Leadership & Teamwork

·  Provision of operational integrity related guidance to all staff and to provide support to the Branch Manager on improvements to service standards
·  Training & development provided to PROs and Tellers
·  Assist the Branch Manager in the execution of the Branch Strategy, in particular through Staff Engagement initiatives and Personal Career Development
·  Training and coaching Premier Receptionist

Operational Effectiveness & Control

·  Responsible for the internal WPB staff accreditation and ensuring compliance of regulatory requirements in respect of staff skills competency
·  Engages on the branch’s business to have business overview and support when required.
·  Providing effective management of the Bank’s operational integrity standards ensuring that any breaches & potential losses are kept to a minimum. 
·  Complete tasks and fulfill responsibilities as outlined in CDD LoBP, AML Policy, Sanctions Policy and always stay vigilant to identify and report warning signs to detect, deter and protect customer and the bank from fraud and financial crimes. 
·  When Branch Manager is on leave or out of office, work with related authorities (SBV, Tax department, People of Committee…) on behalf of Branch Manager and the Bank for external issues i.e: attend the meeting, audit/checking visit, feedback for official letter. Transaction Services Manager can seek assistance from related internal support teams (if any)
·  Assists Branch Manager on operational task/issues.
·  Contributes to the branch’s performance by not only enhancing good customer services, strong operation at the counter but also the whole branch activities
·  Responsible for Premier Portfolio Allocation/Re-arrangement to respective PRMs when needed (PRM Rotation/Movement/On maternity leave…) 
·  Engage with Global Market team to facilitate on-going Market Insights for Premier team
·  Monitor QC report to ensure quality improvement

Information

Qualifications, Knowledge & Experience 

·  Min 2 years of service background in retail banking or related industry.
·  Proven ability in people and resource management including service team leadership
·  In depth understanding of products and operational procedures
·  Knowledge and understanding of relevant risk / compliance / audit standards
·  Added understanding on various operations models 

Skills

·  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
·  Ability to demonstrate & implement outstanding customer service amongst all of the Retail Store team

You’ll achieve more when you join HSBC.

http://www.hsbc.com/careers 

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