Job Description

Job description
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.


Role Purpose


In line with the TCF principles the organization has changed its approach from mere transaction processing outlets to need based sales. The PSE would be responsible for implementing TCF principles in his day to day dealing with the customers. The major function of this role is to ensure effective delivery of branch customer interface functions in the front office and teller areas in order to achieve a high level of customer satisfaction along with operational efficiency.


Impact on the Business / Function

• Contributes to improving productivity in the branch
• Branch hygiene standards
• Maintain good inter-personnel relationship across the branch staff
• By ensuring that all posters and any other promotional material are correctly and neatly displayed and latest brochures are always available . Ensure that the banking hall and ATMs are always clean

Customers / Stakeholders


• Ensure positive customer experience and manage complaints / escalations
• Through effective service delivery, which would include prompt reply to customer queries and complaints, identifying and implementing initiatives to reduce customer waiting time, monitoring customer service scores on an ongoing basis and driving improvements in these scores
• Ensure that customer complaints are handled within defined TATs, and all staff is sensitised to proactively manage customer service issues
• Dockable complaints should be kept within acceptable benchmarks
• Maintain a requisite level of customer interaction by undertaking field visits with sales personnel

Leadership & Teamwork

• Establish mutual respect and trust in dealing with others
• work as a team
• Effective communication by regular discussions and feedback

Operational Effectiveness & Control


• Adherence to overall operational standards set by the bank
• To ensure all operations are carried out as per the laid down process
• By maintaining control over on various customer deliverables (Mention the deliverables managed)
• By implementing audit recommendations to ensure satisfactory compliance ratings/scores
• By supervising on going compliance with audit recommendations and adherence to procedures laid down by BIM/HHO/INM/RBI and other regulatory bodies
• Ensuring that the functions / responsibilities mandated as per the BMLCO guidelines are executed
• Maintain and observe HSBC internal control standards, implement and observe group compliance policy, including timely implementation of recommendation made by internal /external auditor and external regulators.
• 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.
• 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.
• 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 RBWM 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 needs 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

Major Challenges •(The challenges inherent in the role that require a continual test of the role holder's abilities. •


• Service proposition is the key differentiator and the jobholder needs to ensure a positive customer experience for all walk-in customers on a consistent basis.
• The jobholder will also need to migrate customers in a friendly manager to alternate delivery channels.
• The jobholder may have to manage a team of unionised employees to deliver these results, which will be an additional challenge.

Role Context •(The environment and operating conditions of the role including the extent of guidance and authority) •


• Service proposition is a key differentiator in any retail business, and the jobholder needs to ensure a positive customer experience on a consistent basis.
• Needs to manage the platform service stream, and ensure increase in customer service quality.

Management of Risk •(Operational Risk / FIM requirements) •


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


Observation of Internal C ontrols •(Compliance Policy / FIM requirements) •


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


Role Dimensions •(e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget. in USD'000) •


• Has exceptional and updated knowledge of Banking products, systems and processes.
• Is well organized and depicts professional image
• Displays extra-ordinary Business focus and customer orientation and provides exemplary service
• Displays close bonding with immediate team members and skillful association with support group colleagues



Requirements
• Graduate with 2 years of experience
• Holistic understanding of the Branch Operations and Processes of the bank
• Sound understanding of the company's customer service requirements

Additional information


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


Useful Link


Link to Careers Site: Click HERE


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•Issued by The Hongkong and Shanghai Banking Corporation Limited, India•