Branch Operations and Service Supervisor – ABU DHABI (UAE National)

Branch Operations and Service Supervisor

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Wealth and Personal Banking 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 an ambitious individual to join our Wealth and Personal Banking team, working together with colleagues to define, manage and achieve divisional business targets.

In this role, you will:
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.

To assist the Branch Manager to plan, direct, control sales & services, Specifically, to lead WPB, 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.
The jobholder key responsibilities
•    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.
•    To arrange the GL account manual transaction details with full support documents to Cadency (know as Assurenet) reconciler.
•    Required to sign the COC & DD’s as per the limits provided.
•    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.
•    Required to exercise due diligence and be always vigilant.
•    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:
Knowledge / Experience
•    Graduation degree is a must – to secure a UAE Visa and Work Permit
•    Previous experience in Branch Operations is preferrable.
•    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.

You’ll achieve more at HSBC.
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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.