Transaction Services Manager

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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