Job Description

Job description

Some careers grow faster than others.

If you\xe2\x80\x99re looking for a career where you can make a real impression, join HSBC and discover how valued you\xe2\x80\x99ll 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.

HSBC Wealth Management leads the Asia-Pacific implementation of our global strategy to deliver world-class solutions to retail and private clients seeking to grow, protect, preserve or transfer their wealth. This involves the development and management of needs-based solutions covering foreign exchange, deposit, investment, insurance and financing products, as well as the provision of suitable market insights and updates, financial planning and advisory services.

We are currently seeking a high calibre professional to join our team as a Head of Branch Operations and Omnichannel Experience

Principal Responsibilities

The jobholder plays a key role and is responsible to create and develop strategy for branch network operations thereby delivering transformational change and omnichannel service excellence.

Working closely with the Branch Directors and Customer Service Managers, the incumbent will value add in the running of the day to day operations by ensuring that the team understands processes, risks and manages these risks well. At the same time, he/she will meet the high level of service standard to our customers, ensuring customers are treated fairly.

The job holder will also deliver transformational changes in branch operational performance through initiatives which are fully aligned with the related global programmes.

The jobholder is required to have a broad knowledge of branch operations and depth of understanding relevant internal and external regulations and guidelines to help ensure that branches are able to manage their risks well both by knowledge and practice.

Business & Sales Strategy

• Deliver transformational changes in branch operational performance through initiatives which are fully aligned with the related global programmes
• Digitalization and Change: Strategize, formulate and country lead to drive adoption of technology, digitalization, and automation across branches to manage operational Efficiency, Effectiveness and deliver Top class customer experience when interacting with channels. Utilize knowledge and expertise within HSBC Group to drive change
• Ensure input to a rigorous business case discipline and assist in the formulation, application and tracking of clear and explicit key performance index
• Bring in new process and innovative technology, exploit and leverage on available system features in order to develop new business opportunities aligning a broad understanding of the business strategy, current practices and system capabilities internally and externally
• Provide a high level of momentum for transformational change whilst ensuring commonality of solutions and standardization of product and process, in conjunction with customer group and key stakeholders
• Responsible for leading a team of Customer Service Managers, Premier Service Managers and Universal Bank Ambassadors to achieve branch service excellence and Retail Sales targets.
• As part of first line of defense, to ensure that the branches have a strong capability (both knowledge and experience) to enable them to perform their day-to-day management of operational risk
• Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
• Monitoring the branch operations performance and implementing solutions to achieve productivity and efficiency
• Help identify areas / issues that arises from the day-to-day operations, items which may require escalation eg: MSII to aid in the strong governance of the WPB risk control
• Represent Branch Network in liaison with business partners in process streamlining initiatives and projects that cut across business segments
• Responsible for overall Distribution Strategy and footprint for overall Network
• Responsible for end to end service journey and protocols to ensure highest customer experience and satisfaction
• Own the delivery and embedment of key business changes within the Branch Network
• Manage and work with individuals across functions and operate effectively in a highly matrixed role on a local and global basis

Client Focus / Stakeholders / Customer Experience

• Client Focused approach to balance client experience and operational control
• Represent Branch Network with stakeholders to ensure smooth delivery of processes and execution of client transactions
• Identify opportunities/ execute initiatives that can support the delivery of customer excellence.
• Put forth recommendations to improve customer experience in processes, systems, operations and administration without compromising on business risks
• Develop communication strategies and encouraging process improvement ideas in line with controls and compliance within onshore branch network
• Identify related trainings and relevant skill set requirements of the Branch Network teams and working with the support departments in designing service-related training programs

Leadership & Teamwork

• Use peer influence to build branch capability, change and transform processes
• Work as part of the integrated Network/ management/leadership team to ensure standards are met and operating models delivered
• Establish and maintain strong working relationships with colleagues in the wider WPB businesses and others as appropriate to service client needs
• Foster an environment of teamwork, ensuring collaboration throughout the organization and instill a multi channel culture across the network
• As a member of the WPB team, and other project committees that may arise from time to time, represent the collective requirements, targets, plans and revenue of WPB
• The role holder will also be expected to work with their fellow colleagues to support and develop the WPB and branch network strategy

As a leader, the role holder will also be required to role model and uphold the HSBC value behaviours at all times

Operational effectiveness and control in Business Processes

• Ensuring that sales & operations are undertaken in accordance with FIM, and HSBC internal guidelines
• Operational Effectiveness & Control : Hold responsibility and accountability for risk, governance, and performance for branches, including activities performed within the team or outsourced
• Manage operational risk, by using relevant MI to identify risk situations and take any appropriate action to minimise loss
• Mitigate operational risk through regular review of resource distribution across branches to ensure a balanced allocation of staff resources
• Perform regular review to ensure consistent standards across the branch network teams
• Monitor and review operational breaches, findings to ensure that these are managed in line with internal policies and regulatory requirements and at the same time, work with business partners to ensure zero repeated occurrences of failures/ breaches
• Reiterate and share the importance of operational risk in ensuring that all staff adhere to BIRO, ISR, SFR breaches and Sales Quality Failures leading to Regulatory or Non Regulatory breaches

Business Continuity

• Ensure that WPB Branch Network has a plan to recover in the event of disruption, recognizing time-scales for potential loss and recovery, and a Business Impact Analysis to identify and prioritise critical activities, recovery requirements and accurate dependencies
• Ensure that the Cluster has business continuity plans in place to recover in the event of disruption
• Ensure that the branches recognized and identify time-scales for potential loss and recovery, prioritize critical activities, recovery requirements and dependencies
• Ensure that the business continuity plan must be adequate in detail to facilitate the effective recovery of the business, maintained to ensure they are up to date with a minimal annual review
• Ensure that the plan must be appropriately tested in accordance with FIM standards to ensure they are effective and signed off by the department head as an accurate position

The bank seeks to grow its WPB business through an efficient operation and providing clients with globally consistent experiences, excellent service, cross selling products and services appropriate to client needs in order to enhance.

In the face of fierce competition, the bank both on the service and sales front as well as the increased complexities to comply with numerous standard, this individual will play a critical role to ensure that the branch operations continue to have a robust framework as well as being able to be centric about the control parameters

The jobholder will also continually reassess the operational risks associated with the role and inherent in the business. This takes into account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.

This will be achieved by ensuring all actions take into account the likelihood of operational risk occurring.
Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Jobholder will also adhere to and be able to demonstrate adherence to internal controls and credit policies. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.

The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term \xe2\x80\x98compliance\xe2\x80\x99 embraces all relevant financial services laws, rules and codes with which the business has to comply.

This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimizing relations with regulators

Requirements

Requirements

• Bachelor\xe2\x80\x99s degree or equivalent experience
• Minimum of 8 years proven and progressive branch operations with an international FI
• Strong communication, interpersonal communication skill, client centric and influencing skills
• Sound knowledge of branch banking and FI sales operations
• Clear view on how to work with Compliance, Credit & Risk and Internal Control to ensure a balanced risk operating environment.
• A strong sense of ownership, responsibility and accountability
• Project Management experience will have an added advantage

Leadership Capabilities

• Have strong leadership, managerial, organizational, decision-making, problem-solving, communications, analytical, interpersonal, motivational, negotiation, project management. A good understanding of a multi-channel business model is essential

To be considered for this role, the relevant rights to work in Singapore are required.

You\xe2\x80\x99ll 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.

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