Job Description
The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (COVID-1+), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.
Some careers open more doors than others.
If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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.
Job Profile:
Through Retail Business Banking (RBB) our global network offers comprehensive support and services to businesses in the SME market. From expanding overseas to managing the cash and trade flows of an established enterprise, the Business Banking team of Relationship Managers and Product Specialists provides a range of end-to- end solutions designed to help small and large businesses reach their potential.
The job will involve all or some of the following tasks:
Manage customers within the Portfolio managed or RM Managed segments with accountability for sales, service, risk and operational delivery. This role may interact with customers via a face-to-face or direct channel environment. Responsible for managing the Relationship Management support teams, Responsible for credit and operational risk oversight for the given market Perform Credit risk assessments.
This role will be responsible for managing all aspects of sales and distribution for Retail Business Banking (RBB) in Branches, as well as design and support the strategic development and implementation of RBB new channels capabilities.
The job holder is responsible to drive and achieve a significant growth while maximizing sustainable profitability for RBWM business in INM through delivering the RBB strategy. He/she is required to develop business plans and work closely with Head Sales and Distribution, RBB/ Head RBB to manage the RBB performance of all divisions to deliver business results, and establish an effective and efficient sales and service platform with relevant functions to achieve business performance which are in line with Group standards and Compliance policies.
Primary Responsibilities
Perform overall management of client relationship/ provide guidance to branch RM and Service teams on RBB products, proposition for clients. Conduct customer due diligence including ID & V, KYC, screening, obtaining relevant approval prior to onboarding Quality check on Account profiles on all account opened Conduct EKYC if appropriated Perform periodic review and event trigger for customers Escalate any unusual activities/ suspicious transactions to FCC for investigation.
The RBB RM is accountable for the performance of their portfolio and needs to ensure it is effectively run within the RBB Target Business Model (TBM) and delivers to the RBB Proposition as defined by HSBC Group.
RBB RM will assist branch teams in understanding business banking clients better, meeting potential RBB clients together with branch team members when required, making suitable recommendations and helping clients in assessing the need and suitability of RBB products, proposition and services available to them.
The incumbent is required to conduct product training to support and deliver new product launches and lead client education events to help client gain better knowledge of financial markets and financial solutions, thus providing important support to function to the Premier proposition which is of strategic propriety for HSBC.
Principal Accountabilities
Impact on the Business / Function
Improve customer acquisition, Optimize revenue through aiding customers to identify their needs and providing solutions to those needs through the optimum channel and ensuring completion of the sale where that can be achieved by the product fulfillment, Optimise the configuration of all physical distribution channels to enhance the customer experience, reduce costs and increase sales. Proactively develop effective strategies to manage both existing and new relationships, by anticipating customer needs and providing a superior service and products Keep up-to-date on knowledge of HSBC's international and domestic strategy, capabilities and policies, and of external factors influencing international and domestic business economic, cultural, geographical, procedural and regulatory requirements Collaborate with RBB colleagues, and broader RBWM and CMB teams to ensure the collective needs of customers are met through appropriate Group solutions Enable and encourage the generation of referrals for Premier, Advance, Mass and CMB segments Generate quality assets through the use of appropriate risk management tools, priced appropriately for risk and in line with customer needs Maximize profit and achievement of the growth of RBB clients portfolio Achieve agreed financial targets by development of existing and new relationships Complete regular reviews with clients to understand their current and long term needs and advise them on the products and services that help them achieve their goals Effective use of tools and information to drive client service delivery and RBWM performance Maintain a minimum standard of qualifying RBB clients within portfolio as stated by Group Monitor and act on daily sales activity management information and other internal information tools, Establish and agree client contact strategies in line with Group operating models Fully utilize and input to Client Relationship Management data, ensuring all client information is complete and kept up to date
Customers / Stakeholders
Proactively work with a team of Branch RMs and other team members in the RBWM branch network to provide client centric services and solutions Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets Work in partnership with colleagues across the HSBC Group to improve connectivity, deliver exceptional standards and quality of service across all interactions Work with Product experts and other Group partners and assist in the delivery of solutions, services and products that are appropriate to meet customer needs and improve customer engagement Ensure identification of early warning signs and problem relationships and take appropriate action to protect HSBC interests Build a strong relationship with the Risk Management teams in order to achieve a sustainable asset growth Ensure fairness in all aspects of product delivery, sales processes, customer correspondence and complaint handling Maintain a deep understanding and technical knowledge of relevant products and services available from Group sources and elsewhere in order to provide the best solutions for clients and maximize revenues for Global Wealth and the Group Ongoing analysis of client portfolios through marketing of ideas and researching clients Monitor client satisfaction data implementing portfolio level improvements Ensures clients are aware of their level of risk Identifies opportunities to meet the credit needs of clients seeking secured and unsecured loans
Leadership & Teamwork
Manage operations and potential risks in accordance to the RBWM FIM, policies, LoBPs, and RBB Exclusion criteria and guidelines as per RBB FIM. Develop and recommend changes and improvements to operating models, procedures and practices based on subject matter expertise and understanding of HSBC and market best practice Communicate and adhere to HSBC policy and procedures in order to ensure good operational, financial and project management, policy and procedural compliance and early identification and effective resolution or escalation of issues that arise Contribute to the development, implementation and maintenance of a management information, analysis and reporting framework that supports and informs timely and effective business management and decision making at all levels Contribute to the implementation and monitoring of the application of policies, governance frameworks, procedures, practices and standards to ensure quality, effective risk management and regulatory compliance
Local Job Requirements
Job Context:
INM RBB project has been initiated for launching RBB proposition in India. The project will enable RBWM Business in establishing essential procedure, policies and related systems to serve burgeoning SME segment of India. India has second highest number of SMEs in the world and represents suitable market for launch of RBB proposition. Significant crossover of Personal Banking customers with the Business Banking segment provides opportunity to capitalize on the existing relationship to further build our proposition. RBB Specialist RM will in general be Contact the customers to source business, get KYC/ CDD/ EDD information, escalate any unusual activity / suspicious transaction to FCC for further consideration & advice, ensure all updates are recorded onto system, build-up of SOW profiling and ensure review profile completion.
Local Requirements :
Preliminary assessment was done in 2017 to corroborate commercial viability of launching the RBB proposition in India, and to assess market readiness to initiate RBB project. Launch of RBB will enable RBWM India to have circa 23k customers with top line revenues of $26m and PBT of $15m by 2026 (excluding Cadabra) Given the complex local regulations and the manner in which the regulator operates, the jobholder needs to have the ability to correctly interpret the requirements of new regulations or guidances, and anticipate key regulatory trends based on press releases, other publically available information and interaction with key regulatory bodies. In particular, the ability to anticipate requirements and trends will impact the timely and successful implementation of key initiatives (which may require system enhancements) to capture new business opportunities once permitted by local regulators.
Context:
The job holder is the leader and the driver of the RBB's business and is fully accountable for the sales, service and operational performance. He/She oversees all aspects of business performance through branch distribution. To support the Group's RBWM strategy, branches are being transformed into a dynamic sales and service outlet, with customer-centric and market-sensitive approach to sustain the Bank's market leadership in Consumer Banking. The job holder is responsible to maintain high standards of sales and service quality which are in line with Group standards and Compliance policies as well as external regulatory requirements
Management of Risk
Demonstrate leadership on Regulatory & Compliance matters. Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section of the Group Operations Fl M. Demonstrate connectivity with other teams and actions which benefit the Group above local interests. Assist in cultivating and enforcing a strict compliance and operational risk culture within RBWM.
Observation of Internal Control:
Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy and Global Standards, including the timely implementation of recommendations made by internal/external auditors and external regulators. Foster a compliance culture and implement Group Financial Crime Compliance Policy by managing compliance risk in liaison with the Head of FCC, Head of RC, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimizing relations with regulators
Requirements
Knowledge and Experience
University degree or above in a relevant business discipline business administration, finance 5 / 8 years experience in retail banking and/or commercial banking including a minimum of 5 years proven and progressive management experience. Sound knowledge of Business Banking/SME products, services and processes together with exposure in RBWM/retail banking branch operations or customer service delivery. Profound understanding of SME market, key competitors and offerings as well as our competitive edges to win quality customers. Thorough understanding of regulatory framework and pertinent regulations impacting retail business banking customers
Skills and Abilities
Strong leadership, marketing, sales and management skills Highly effective communicator with excellent interpersonal and motivational skills Solid performance management and motivational skills Excellent relationship building and stakeholder management skills Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills. Able to navigate conflicting strategic priorities and decisions
Additional Information
Useful Link
Link to Careers Site: Click
You’ll achieve more when you join 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
Some careers open more doors than others.
If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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.
Job Profile:
Through Retail Business Banking (RBB) our global network offers comprehensive support and services to businesses in the SME market. From expanding overseas to managing the cash and trade flows of an established enterprise, the Business Banking team of Relationship Managers and Product Specialists provides a range of end-to- end solutions designed to help small and large businesses reach their potential.
The job will involve all or some of the following tasks:
Manage customers within the Portfolio managed or RM Managed segments with accountability for sales, service, risk and operational delivery. This role may interact with customers via a face-to-face or direct channel environment. Responsible for managing the Relationship Management support teams, Responsible for credit and operational risk oversight for the given market Perform Credit risk assessments.
This role will be responsible for managing all aspects of sales and distribution for Retail Business Banking (RBB) in Branches, as well as design and support the strategic development and implementation of RBB new channels capabilities.
The job holder is responsible to drive and achieve a significant growth while maximizing sustainable profitability for RBWM business in INM through delivering the RBB strategy. He/she is required to develop business plans and work closely with Head Sales and Distribution, RBB/ Head RBB to manage the RBB performance of all divisions to deliver business results, and establish an effective and efficient sales and service platform with relevant functions to achieve business performance which are in line with Group standards and Compliance policies.
Primary Responsibilities
Perform overall management of client relationship/ provide guidance to branch RM and Service teams on RBB products, proposition for clients. Conduct customer due diligence including ID & V, KYC, screening, obtaining relevant approval prior to onboarding Quality check on Account profiles on all account opened Conduct EKYC if appropriated Perform periodic review and event trigger for customers Escalate any unusual activities/ suspicious transactions to FCC for investigation.
The RBB RM is accountable for the performance of their portfolio and needs to ensure it is effectively run within the RBB Target Business Model (TBM) and delivers to the RBB Proposition as defined by HSBC Group.
RBB RM will assist branch teams in understanding business banking clients better, meeting potential RBB clients together with branch team members when required, making suitable recommendations and helping clients in assessing the need and suitability of RBB products, proposition and services available to them.
The incumbent is required to conduct product training to support and deliver new product launches and lead client education events to help client gain better knowledge of financial markets and financial solutions, thus providing important support to function to the Premier proposition which is of strategic propriety for HSBC.
Principal Accountabilities
Impact on the Business / Function
Improve customer acquisition, Optimize revenue through aiding customers to identify their needs and providing solutions to those needs through the optimum channel and ensuring completion of the sale where that can be achieved by the product fulfillment, Optimise the configuration of all physical distribution channels to enhance the customer experience, reduce costs and increase sales. Proactively develop effective strategies to manage both existing and new relationships, by anticipating customer needs and providing a superior service and products Keep up-to-date on knowledge of HSBC's international and domestic strategy, capabilities and policies, and of external factors influencing international and domestic business economic, cultural, geographical, procedural and regulatory requirements Collaborate with RBB colleagues, and broader RBWM and CMB teams to ensure the collective needs of customers are met through appropriate Group solutions Enable and encourage the generation of referrals for Premier, Advance, Mass and CMB segments Generate quality assets through the use of appropriate risk management tools, priced appropriately for risk and in line with customer needs Maximize profit and achievement of the growth of RBB clients portfolio Achieve agreed financial targets by development of existing and new relationships Complete regular reviews with clients to understand their current and long term needs and advise them on the products and services that help them achieve their goals Effective use of tools and information to drive client service delivery and RBWM performance Maintain a minimum standard of qualifying RBB clients within portfolio as stated by Group Monitor and act on daily sales activity management information and other internal information tools, Establish and agree client contact strategies in line with Group operating models Fully utilize and input to Client Relationship Management data, ensuring all client information is complete and kept up to date
Customers / Stakeholders
Proactively work with a team of Branch RMs and other team members in the RBWM branch network to provide client centric services and solutions Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets Work in partnership with colleagues across the HSBC Group to improve connectivity, deliver exceptional standards and quality of service across all interactions Work with Product experts and other Group partners and assist in the delivery of solutions, services and products that are appropriate to meet customer needs and improve customer engagement Ensure identification of early warning signs and problem relationships and take appropriate action to protect HSBC interests Build a strong relationship with the Risk Management teams in order to achieve a sustainable asset growth Ensure fairness in all aspects of product delivery, sales processes, customer correspondence and complaint handling Maintain a deep understanding and technical knowledge of relevant products and services available from Group sources and elsewhere in order to provide the best solutions for clients and maximize revenues for Global Wealth and the Group Ongoing analysis of client portfolios through marketing of ideas and researching clients Monitor client satisfaction data implementing portfolio level improvements Ensures clients are aware of their level of risk Identifies opportunities to meet the credit needs of clients seeking secured and unsecured loans
Leadership & Teamwork
Manage operations and potential risks in accordance to the RBWM FIM, policies, LoBPs, and RBB Exclusion criteria and guidelines as per RBB FIM. Develop and recommend changes and improvements to operating models, procedures and practices based on subject matter expertise and understanding of HSBC and market best practice Communicate and adhere to HSBC policy and procedures in order to ensure good operational, financial and project management, policy and procedural compliance and early identification and effective resolution or escalation of issues that arise Contribute to the development, implementation and maintenance of a management information, analysis and reporting framework that supports and informs timely and effective business management and decision making at all levels Contribute to the implementation and monitoring of the application of policies, governance frameworks, procedures, practices and standards to ensure quality, effective risk management and regulatory compliance
Local Job Requirements
Job Context:
INM RBB project has been initiated for launching RBB proposition in India. The project will enable RBWM Business in establishing essential procedure, policies and related systems to serve burgeoning SME segment of India. India has second highest number of SMEs in the world and represents suitable market for launch of RBB proposition. Significant crossover of Personal Banking customers with the Business Banking segment provides opportunity to capitalize on the existing relationship to further build our proposition. RBB Specialist RM will in general be Contact the customers to source business, get KYC/ CDD/ EDD information, escalate any unusual activity / suspicious transaction to FCC for further consideration & advice, ensure all updates are recorded onto system, build-up of SOW profiling and ensure review profile completion.
Local Requirements :
Preliminary assessment was done in 2017 to corroborate commercial viability of launching the RBB proposition in India, and to assess market readiness to initiate RBB project. Launch of RBB will enable RBWM India to have circa 23k customers with top line revenues of $26m and PBT of $15m by 2026 (excluding Cadabra) Given the complex local regulations and the manner in which the regulator operates, the jobholder needs to have the ability to correctly interpret the requirements of new regulations or guidances, and anticipate key regulatory trends based on press releases, other publically available information and interaction with key regulatory bodies. In particular, the ability to anticipate requirements and trends will impact the timely and successful implementation of key initiatives (which may require system enhancements) to capture new business opportunities once permitted by local regulators.
Context:
The job holder is the leader and the driver of the RBB's business and is fully accountable for the sales, service and operational performance. He/She oversees all aspects of business performance through branch distribution. To support the Group's RBWM strategy, branches are being transformed into a dynamic sales and service outlet, with customer-centric and market-sensitive approach to sustain the Bank's market leadership in Consumer Banking. The job holder is responsible to maintain high standards of sales and service quality which are in line with Group standards and Compliance policies as well as external regulatory requirements
Management of Risk
Demonstrate leadership on Regulatory & Compliance matters. Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section of the Group Operations Fl M. Demonstrate connectivity with other teams and actions which benefit the Group above local interests. Assist in cultivating and enforcing a strict compliance and operational risk culture within RBWM.
Observation of Internal Control:
Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy and Global Standards, including the timely implementation of recommendations made by internal/external auditors and external regulators. Foster a compliance culture and implement Group Financial Crime Compliance Policy by managing compliance risk in liaison with the Head of FCC, Head of RC, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimizing relations with regulators
Requirements
Knowledge and Experience
University degree or above in a relevant business discipline business administration, finance 5 / 8 years experience in retail banking and/or commercial banking including a minimum of 5 years proven and progressive management experience. Sound knowledge of Business Banking/SME products, services and processes together with exposure in RBWM/retail banking branch operations or customer service delivery. Profound understanding of SME market, key competitors and offerings as well as our competitive edges to win quality customers. Thorough understanding of regulatory framework and pertinent regulations impacting retail business banking customers
Skills and Abilities
Strong leadership, marketing, sales and management skills Highly effective communicator with excellent interpersonal and motivational skills Solid performance management and motivational skills Excellent relationship building and stakeholder management skills Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills. Able to navigate conflicting strategic priorities and decisions
Additional Information
Useful Link
Link to Careers Site: Click
You’ll achieve more when you join 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
💡 Quick Summary
Seeking a career-building opportunity? The AVP| Retail Business Banking Relationship Manager position is now open for candidates interested in the Bank Jobs sector. This role in Delhi offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
