Universal Banker Leader

Job Description – Universal Banker Leader (New Branch)

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Business Descriptor

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, Global Private Banking and Insurance.

We are currently seeking an experienced professional to join the International Wealth and Premier Banking - Ludhiana Branch

Job Introduction

International Wealth and Premier Banking is executing a multiyear growth strategy, pivoted on positioning as a global bank, committed to the long-term India growth story, and bringing to India, its full scale of global capabilities. The Business is poised for growth and is currently also adding 20 more branches in phases to its existing fleet of 26 branches.

IWPB is looking for a proactive and customer focused Universal Banker Leader (UB - Customer Service Manager) to lead all daily operations at the Ludhiana branch.

The (UB - CSM) will be responsible for optimizing branch efficiency, staff management and fostering a positive environment that enhances the customer experience. Towards this, the UB -CSM will lead the operations and service aspects at the branch.

A (UB - CSM) will play a crucial role in achieving the growth strategy especially given that Operations, Service culture is the main service differentiator in the industry.

Principal Responsibilities

The primary responsibilities of the UB - CSM will include but not limited to the following. A UB -CSM should

• Independently manage the day-to-day Operations at branches across all teams. This covers Tellers, Customer Service, Lockers as well.

• Own, lead and spearhead the branch operations hygiene by ensuring all actions at the branches are aligned to the local, Group and Regulatory policies and procedures.

• Ensure that customer satisfaction is at the helm of all the actions undertaken at the branch by maintaining a strong customer service culture.

• Lead and drive the HSBC principles, values and behaviors within the Branch team and ensure positive growth-oriented environment

• Ensure satisfactory audits and positive branch operational score cards by identifying control gaps, taking corrective actions through various enablers such as internal reviews / branch hygiene checklists, reports checking etc.

• Ensure timely, satisfactory, fair and transparent closures of all customer complaints by owning the customer and his/her grievances. 

• Deliver the Branch KPIs on Operations and Service at pace.

• Own and contribute, along with the Branch Manager, to the strategic goals of the business as outlined from time to time.

• UB-CSM will have the Premier Service Manager, Teller Operator, Locker (where applicable) and the UBs reporting to the role.

• The UB-CSM will also own up KPIs (sales) of the UB / Premier Service Manager as applicable from time to time.

Education Qualifications / Certifications and Requirements:

Education Qualifications

Graduate / Postgraduate with a minimum of 5-10 years of experience in Banking Industry.

Certifications

FEMA, NISM

Other Requirements

The applicant should

• Deliver at pace and have a hands-on approach
• Be result oriented and dynamic
• have brilliant Interpersonal and communication skills
• Basic Banking Industry knowledge
• Have Team management experience

Pro-tip : Familiarity with AI-enabled tools is an advantage. 

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

As an employee, you are required to perform your duties in a professional capacity exercising independent judgement, discretion and decision-making authority in planning, organising, directing work, supervising and appraising the work of team members, as applicable; and taking accountability for delivery outcomes. You will represent the organization with relevant internal and external stakeholders. You will allocate and prioritize work, provide direction and feedback, manage team capacity and leave in line with policy as applicable.

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.

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