Senior Vice President and Branch Head

Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC’s purpose of opening
up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Private Banking and Insurance.

Role Purpose

• The jobholder is entrusted with the responsibility to direct and manage the growth of the Bank's business in one of the HSBC branches in the country. The branch being situated in a prime location of the city, has immense business potential for the IWPB business.

• In view of the range of services, current size of the portfolio as well as the potential the location offers, the Branch is expected to be one of the leading branches of HSBC in INM.

• The principal objective is therefore to continue to grow this Branch to maximise contribution to area profitability in line with the Strategic and Area Operating Plans.

• This is to be incorporated by growing the deposit base for the bank and by focusing on growth of the Wealth Management business with a sharper focus on increasing the Bank's market share and HNI customer base in the catchment.

• The jobholder is required to coordinate marketing efforts, exceed customer expectations, actively manage attrition in the face of the stiff competition and closely monitor branch operations to ensure a high level of service delivery.

Principal Responsibilities

• Ensure the growth of RBWM business for the branch in line with INM Strategic Plan / AOP projections

• Contributes to area/ branch profitability

• Monitors and implements best practices across the region

• Enhance Bank's market share in it’s area of operation

• 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.

• Ensure a consistently high level of product and service delivery across the branch

• Develop and maintain good customer relations

• Coach the team to achieve business goals and effectively meet customer needs.

• Ensure effective customer contact management is in place

• Contributes to enhancing the Bank’s image and visibility in the market place

• Ensure all customer complaints are handled sensitively and efficiently within SLA’s applying the TCF and Bank values

• Contribute to subordinate development and boosting branch morale at all times

• 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 GPS norms.

• Ensure effective succession plan is in place

• Create and maintain an environment where the branch team maximise performance and provide the highest quality service.

• Minimise operational losses by doing things right first time.

• Effective sales quality management.

• Manage and drive the collective performance of the team

• 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

Operational Effectiveness & Control

• 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.

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

• Maintenance of highest standards of risk management, control and risk and global standards

• Ensure we protect against financial crime

• Comply with the applicable laws, regulations, Group and local guidelines related to Sanctions and AML policy of HSBC while undertaking various day to day operations

• Remain alert and promptly report to the Sanctions Officer/ INM FCC office/ Line manager ( As applicable and required by the AML and sanction Policy) if a customer is found to be engaging in sanction evasion activities or violations of AML policy or any other related procedures.

• Understand the legal responsibility to be vigilant for unusual activity and reporting of the unusual activities

• Support the Country or Regional FCC AML Office/ AML Investigations by providing additional information when required

• Responsible for attending and successfully completing the AML and Sanctions related assigned training in the mandated timeframe

• Understanding the consequences of failing to attend or successfully complete the training as mandated by the AML Education Lead FCC;

• Requesting additional AML training that you deem necessary or appropriate to perform your jobs through your entity manager

• Demonstrate an understanding of PEP acceptance, prohibition, CDD & EDD guidelines in order to ensure that the INM RBWM is fully compliant with the PEP LoBP.

• Understand the relatively high reputational risk that arises from any perceived weaknesses in controls in respect of substantial cash deposits or withdrawals activity, wire transfer, monetary instruments and pouch and mail

• Responsible for ensuring that mandatory education / training and other compliance objectives are included in the performance objectives and are completed in a timely manner.

• To be aware and Identify high risk indicators for various products and Services offered by INM RBWM example Cash, insurance, credit cards products etc

• Ensure that all records are obtained in respect of INM WPB customers or New to bank customer for any products and services provided by HSBC are as per the process laid down.

• Must ensure that the prescribed process is being followed while dealing with non HSBC customers request for monetary instruments and wire transfers

• Ensure Adherence to the regulatory guidelines and internal AML & Sanction Policy of HSBC, which includes pouch and mail, monetary instruments, cash services and payment transparency Line of Business Procedures

• To be aware of AML risk posed by pouch and mail, Monetary instruments, cash services and wire transfer services and should undergo the mandatory training for the same

• Necessary remediation steps need to be undertaken in case if there is any breach or non-adherence to the policy laid down in the LoBP

• Must undertake necessary due diligence to ensure that the nature of the transaction is in sync with the customer profile, else raise it to line manager for further clarification

• The staff must be aware of the scope of services of various products and services that are offered and those which are prohibited because of the guidelines laid down in the line of Business procedures and must ensure the same is communicated to customer in a effective and polite manner

• Ensure adequate due diligence is undertaken by the Individual/team to ensure that the nature of the various transactions of wire transfer, cash services, monetary instruments are in sync with customer profile

• Undertake monthly review of the ‘Inbound Pouch Activity Register.’

• Send a quarterly return to branch central team covering the attributes mentioned in Pouch and Mail Line of Business procedures

• Ensure adequate due diligence is undertaken by the team to ensure that the nature of the various transactions of wire transfer, cash services, monetary instruments are in sync with customer profile, else raise it to regional manager for further clarification

• Ensure all PEPs that are SCCs are assigned to a named Relationship Manager for management of the inherent risks relating to the PEP relationship.

Major Challenges

• The job holder's main challenge is to grow the WPB business and achieve targets in his / her branch as per expectations laid out in the Strategic Plan / AOP.

• The Branch Manager needs to exercise strict control over the branch operations and costs without any compromise on service standards and quality of customer portfolio acquired.

• Given the fiercely competitive environment and a scenario of falling interest rates, the BM is required to continuously review service, sales and operations strategy, put forth recommendations and suggestions to the Regional Head / INM and, if necessary, re-organise resources to achieve the desired improvement in his/ her branch productivity.

• To protect bottom line in a scenario of narrowing spreads, the BM also needs to ensure quality of portfolio being acquired is as per the Sales Quality norms and guidelines

• The jobholder is also responsible for bringing about a strong change orientation in the organisation in its relentless drive to enhance its sales and service culture. This requires him/her to work closely with INM, Regional Head, HR in slotting the "right person for the right job" keeping in mind the diverse market sensitivities

• The jobholder must take adequate steps to grow the deposit base of the branch and identify opportunities to reduce the branch cost income ratio.

• The job thus requires a high degree of management planning, lateral thinking skills, interpersonal skills and change management.

Management of Risk

• Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.

• Demonstrates leadership on regulatory and compliance matters. Maintains awareness of risk and minimizes the likelihood of it occurring through its identification, assessment, mitigation and control.

Observation of Internal Controls

• Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.

• Fosters a compliance culture within the team, managing compliance risk and ensuring that the necessary training is completed. Optimizes relations with regulators.

Role Dimensions

• Coverage & Management of all aspects of branch.

• Impact of sales processes and tools on productivity for all the branch staff.

• Delivery of KPI targets for the branch.

Sales capacity planning, staffing, career progression and development plans for the branch staff.

Qualifications - External

• Post Graduate

• 5-10 years of work experience

Knowledge / Experience

• Proven ability in team leadership and management

• Proven ability in Retail distribution

• Proven ability in relationship management in the Retail sector

• Demonstrate behaviours consistent with HSBC Values

• Proven adherence to controls and compliance with no significant breaches

• Expertise in financial planning and related systems and processes

• 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 organising 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.

Skills

• Excellent interpersonal skills, with a particular emphasis upon inspiring, influencing and negotiating

• Coaching sales techniques, best practice and sales management on a team and one to one basis

• Planning and organising skills

• Analytical skills

• Problem solving skills

Qualifications and Certificate

• Attain appropriate professional and regulatory qualifications as required by the local market

• Attain any internal standards as required by market

Additional Information

• Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required

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