To lead and manage the execution of the multi-channel strategy for a large moderately complex sales function, a medium sized branch or a hub branch where the position is responsible for the remote management of several smaller branches.
Impact on the Business
Leads and oversees the work of others within the functional area and / or branch including ongoing management responsibilities such as motivating, coaching and providing guidance to team members, adhering to departmental budgets, operational costs, and prioritizing resource allocations appropriately, and following up on internal / external inquires
Develops and implements sales and / or service plans and the development of sales strategies to market, cross sell and up-sell retail products and services to new and existing customers, supporting the PFS strategy
Communicates clear objectives, targets, and operational quality standards to the team
Implements processes, policies, systems, and practices within the functional area and / or branch that contribute to effective practices
Ensures compliance, operational and system controls in accordance with HSBC regulatory standards and government regulations
Leads change and models HSBC’s values, sets the cultural tone, and prioritises business goals
Customers / Stakeholders
Fosters and develops a customer centric culture within branch and / or functional area, in line with PFS Strategy
Fully understands broad customer needs
Acts as second level escalation for most complex customer inquiries
Models superior and courteous service to promote products and expand customer relationships
Develops and maintains an active community profile
Ensure customer expectations are exceeded in terms of speed, efficiency, certainty and professionalism, either face to face or through an alternate channel
Ensure branch or work area is maintained in accordance with HSBC standards
Leadership & Teamwork
Leads a team-based approach in anticipating and managing customer needs
Responsible for remote management and / or for overseeing other managers as well as professionals with varied skill sets. Premier Service & Sales Manager will take on responsibility of Officer in Charge (OIC) when the Branch Manager is away
Builds the capabilities of the team to enhance their ability to achieve financial and operating strategy
Hires appropriately, leverages the talents of the team, identifies potential leaders from the team, and takes corrective action where necessary
Actively contributes and collaborates with colleagues to ensure the collective success of the PFS/ Wealth management strategy
Collaborates and co-operates with colleagues across the HSBC Canada & HSBC North America to share best practice and ensure alignment of strategy within PFS
Provide a consistent customer experience across distribution channels, share learning’s and ensure resources are appropriately deployed to deliver a sustainable cost platform
Position actively participates and assists with all Bank promotional programs, sales targets and direct marketing initiatives
Participates in business development programs within area of specialty to enhance product knowledge and cross selling skills
Actively refers customers to other areas of HSBC where appropriate
Cultivate an environment that supports diversity and reflects the HSBC values and brand
Demonstrate Group capabilities
Complete other responsibilities, as assigned
Role Context
Work varies from significant to high complexity involving routine and non-routine situations / challenges
Position will provide oversight to more complex circumstances and will have designated authority within assigned limits
Work is specialized in nature and performed under general direction according to established methods and processes
Requires significant initiative and independent judgment in completing work, with unfamiliar situations or challenges addressed by the next level manager
Problem resolution involves judgment in applying or adapting procedures to address situations as well as searching for and setting precedents for continuous improvement
Outcomes are reviewed in terms of adherence to general policies, accuracy of methods, continuous improvement, and general efficiency
Decisions have a direct impact on the functional area, other business units, external guests, and direct reports
May work in call centre or branch environment where systems are available in meeting services quality objectives
May be required to work shifts outside of regular business hours
May be required to travel within region to fill management responsibilities
Management of Risk
Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues
Promote an environment that supports diversity and reflects the HSBC brand
Observation of Internal Controls
Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators
Qualifications
University / College degree or combination of equivalent education and experience in banking or related industry
5 - 7 years of related work experience in sales / customer related roles
3 years of experience leading and managing others
Mutual Fund Licensing. Requires completion of: investment Funds in Canada Course; Canadian Investment Funds Course; or Canadian Securities Course; and
Mutual Fund Skills Builders Course Completion of
HSBC Way
of Selling
Completion of
HSBC
Premier
Academy
World Selection (training provided by Asset Management Canada, AMCA)
Personal Financial Planning Designation (PFP); For Quebec only, ICB certificate of achievement – Advanced Personal Finance
Diplomatic problem solving skills to resolve issues within own functional area and / or across functional areas
Excellent communication and customer service skills
Advanced interpersonal skills to support the building of strong relationships with diverse groups of people
Excellent knowledge of HSBC’s products / services and competitive environment
Complete knowledge of HSBC’s policies, practices, and procedures within own area
Experience managing the performance of direct reports through a performance management process as well as experience in having performance discussions and / or coaching
Remote management experience would be an asset
Experience managing the performance of direct reports through a performance management process
Experience managing multiple projects with multiple deadlines
Strong understanding of accounting and budgeting principles
Strong understanding of operations and technical procedures in own area and how they link to other areas of operations
Strong understanding of legislation and regulations as they apply to own area
Ability to speak / understand a second language is an asset
