Branch Operation and Service Supervisor (UAE National role)

Overview

• Some careers shine brighter than others.
• If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential.
• 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 aims to be the international bank of choice for affluent customers, supporting their domestic and international banking, and holistic wealth management needs.
• We help 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 support individuals, families, business owners, investors and entrepreneurs around the world.
• This position is responsible for an effective supervision of the sales operation support, floor and cash management at the branch in accordance with the Bank’s procedures as well as the Cash Handling Policy.
• The jobholder is required to work closely with all Branch staff (Sales & Service and Branch Teller & Service Officers) in terms of customer experience, wait-time, complaints, services, referrals, and cash arrangements above standard limits.
• In this role, you will:
• To assist the Branch Manager to plan, direct, control sales & services, specifically, to lead IWPB, teams and to ensure excellent quality service is provided and cross sell opportunities are maximized. While maintaining the required controls.
• To 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 behavior and by delivering a robust service and sales culture through the following.
• + Establishing and maintaining the highest standards of service quality.
• + Customer contact management.
• + Ensuring Sales Floor Officer (SFO) is effectively run within the branch and is an integral part of branch operations.
• + Monitoring and controlling all operational matters.
• Jobholder is to ensure that common frauds/errors/irregular transactions are identified, and that appropriate action is taken in accordance with the procedures. To ensure that issues/problems/complaints are effectively investigated and resolved or are appropriately referred with recommendations.
• To assist the Branch Management – plus officers in ensuring smooth functioning of the department and implement the audit recommendations. To ensure compliance with the Group’s policies, money laundering deterrence, risk containment and to re-enforce/strengthen the Money Laundering and Compliance Policy. The incumbent to this role will maintain the highest standards of customer service by continually following operating procedures, workflow and ensuring proper controls are in place to maximize customer satisfaction.
• A part of the role purpose is to direct and control provisions of back-office support services to Retail and Wholesale customers (Wholesale remittances / Tools delivery / Safe custody items/ cheque return) so as to maximize efficiency and to ensure delivery of services that are well within the Bank’s operating guidelines. To ensure all Items are sorted in a fireproof chub and that daily, weekly, and monthly Balancing are performed and oversee timely destruction of uncollected tools.
• Develop and manage the customer service experience for customers at information counters. The role includes effectively managing the information counter team.
• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
• Required to check the vouchers and to make sure that these are processed in accordance with the FIM/ Cash Handling Procedure /Line of Business Procedures while endeavoring to protect the Bank from incurring financial losses.
• Ensure all checks are completed on On-Demand and Race portal in the absence of Manager Branch Operations.
• To be successful in the role, you should meet the following requirements:
• Previous experience in Branch Operations is preferable.
• In depth understanding of banking products and procedures.
• Knowledge and understanding of relevant risk/ compliance/ audit standards.
• Excellent interpersonal and communication skills.
• Planning and organizational skills.
• A graduation degree is essential for obtaining a UAE visa and work permit. If your university certificate is from outside the UAE, up-to-date attestations and equivalency are also mandatory (Recognition of Higher Education Qualifications Issued Outside The UAE
• You’ll achieve more at HSBC.
• 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.
• We believe diversity brings benefits for our customers, our business and our people.
• Different ideas and perspectives help us innovate, manage risk and grow the business in a sustainable way.
• 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 Hong Kong and Shanghai Banking Corporation Limited.