Vice President and Branch Head

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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. Across Asia, where wealth pools are growing faster than in any other region, HSBC s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking 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.

Role Purpose

• The jobholder is entrusted with the responsibility to direct and manage the growth of the Banks business in one of the HSBC branches in the country. The branch being situated in a prime location of the city, has immense business potential for the WPB business.
• In view of the range of services, current size of the portfolio as well as the potential the location offers, the Branch is expected to be one of the leading branches of HSBC in INM.
• The principal objective is therefore to continue to grow this Branch to maximise contribution to area profitability in line with the Strategic and Area Operating Plans.
• This is to be incorporated by growing the deposit base for the bank and by focussing on growth of the Wealth Management business with a sharper focus on increasing the Banks market share and HNI customer base in the catchment.
• The jobholder is required to coordinate marketing efforts, exceed customer expectations, actively manage attrition in the face of the stiff competition and closely monitor branch operations to ensure a high level of service delivery.

Principal Responsibilities
Ensure the growth of RBWM business for the branch in line with INM Strategic Plan / AOP projections
Contributes to area/ branch profitability
Monitors and implements best practices across the region
Enhance Banks market share in it s area of operation
Deliver service and support for non-RBWM business that is directed through branch and support cross-business collaboration..
Where there is CMB functions, manage interaction effectively.
Ensure a consistently high level of product and service delivery across the branch
Develop and maintain good customer relations
Coach the team to achieve business goals and effectively meet customer needs.
Ensure effective customer contact management is in place
Contributes to enhancing the Bank s image and visibility in the market place
Ensure all customer complaints are handled sensitively and efficiently within SLA s applying the TCF and Bank values
Contribute to subordinate development and boosting branch morale at all times

• Accountable for the line management, sales management and coaching of all staff.
• Recruitment of new members into team, based on Bank Standard process.
• Engagement scores in line with GPS norms.
• Ensure effective succession plan is in place
• Create and maintain an environment where the branch team maximise performance and provide the highest quality service.
• Minimise operational losses by doing things right first time.
• Effective sales quality management.
• Manage and drive the collective performance of the team
• Achieve branch targets defined in the operating plan.
• Ensure visibility on sales floor and excellent customer experience.
• Monitors the activities by referring to the number of leads converted from walk in contact, GSIR s and CRM generated leads resulting in needs fulfilled

Operational Effectiveness & Control

• Awareness of the operational risk associated with the role and the action to be taken to minimize the likelihood of operational risk occurring including risk identification, assessment, mitigation and control, loss identification and reporting.
• Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
• Maintenance of highest standards of risk management, control and risk and global standards
• Ensure we protect against financial crime
• Comply with the applicable laws, regulations, Group and local guidelines related to Sanctions and AML policy of HSBC while undertaking various day to day operations
• Remain alert and promptly report to the Sanctions Officer/ INM FCC office/ Line manager ( As applicable and required by the AML and sanction Policy) if a customer is found to be engaging in sanction evasion activities or violations of AML policy or any other related procedures.
• Understand the legal responsibility to be vigilant for unusual activity and reporting of the unusual activities
• Support the Country or Regional FCC AML Office/ AML Investigations by providing additional information when required
• Responsible for attending and successfully completing the AML and Sanctions related assigned training in the mandated timeframe
• Understanding the consequences of failing to attend or successfully complete the training as mandated by the AML Education Lead FCC;
• Requesting additional AML training that you deem necessary or appropriate to perform your jobs through your entity manager
• Demonstrate an understanding of PEP acceptance, prohibition, CDD & EDD guidelines in order to ensure that the INM RBWM is fully compliant with the PEP LoBP.
• Understand the relatively high reputational risk that arises from any perceived weaknesses in controls in respect of substantial cash deposits or withdrawals activity, wire transfer, monetary instruments and pouch and mail
• Responsible for ensuring that mandatory education / training and other compliance objectives are included in the performance objectives and are completed in a timely manner.
• To be aware and Identify high risk indicators for various products and Services offered by INM RBWM example Cash, insurance, credit cards products etc
• Ensure that all records are obtained in respect of INM WPB customers or New to bank customer for any products and services provided by HSBC are as per the process laid down.
• Must ensure that the prescribed process is being followed while dealing with non HSBC customers request for monetary instruments and wire transfers
• Ensure Adherence to the regulatory guidelines and internal AML & Sanction Policy of HSBC, which includes pouch and mail, monetary instruments, cash services and payment transparency Line of Business Procedures
• To be aware of AML risk posed by pouch and mail, Monetary instruments, cash services and wire transfer services and should undergo the mandatory training for the same
• Necessary remediation steps need to be undertaken in case if there is any breach or non-adherence to the policy laid down in the LoBP
• Must undertake necessary due diligence to ensure that the nature of the transaction is in sync with the customer profile, else raise it to line manager for further clarification
• The staff must be aware of the scope of services of various products and services that are offered and those which are prohibited because of the guidelines laid down in the line of Business procedures and must ensure the same is communicated to customer in a effective and polite manner
• Ensure adequate due diligence is undertaken by the Individual/team to ensure that the nature of the various transactions of wire transfer, cash services, monetary instruments are in sync with customer profile
• Undertake monthly review of the Inbound Pouch Activity Register.
• Send a quarterly return to branch central team covering the attributes mentioned in Pouch and Mail Line of Business procedures
• Ensure adequate due diligence is undertaken by the team to ensure that the nature of the various transactions of wire transfer, cash services, monetary instruments are in sync with customer profile, else raise it to regional manager for further clarification
• Ensure all PEPs that are SCCs are assigned to a named Relationship Manager for management of the inherent risks relating to the PEP relationship.

Major Challenges

• The job holders main challenge is to grow the WPB business and achieve targets in his / her branch as per expectations laid out in the Strategic Plan / AOP.
• The Branch Manager needs to exercise strict control over the branch operations and costs without any compromise on service standards and quality of customer portfolio acquired.
• Given the fiercely competitive environment and a scenario of falling interest rates, the BM is required to continuously review service, sales and operations strategy, put forth recommendations and suggestions to the Regional Head / INM and, if necessary, re-organise resources to achieve the desired improvement in his/ her branch productivity.
• To protect bottom line in a scenario of narrowing spreads, the BM also needs to ensure quality of portfolio being acquired is as per the Sales Quality norms and guidelines
• The jobholder is also responsible for bringing about a strong change orientation in the organisation in its relentless drive to enhance its sales and service culture. This requires him/her to work closely with INM, Regional Head, HR in slotting the "right person for the right job" keeping in mind the diverse market sensitivities
• The jobholder must take adequate steps to grow the deposit base of the branch and identify opportunities to reduce the branch cost income ratio.
• The job thus requires a high degree of management planning, lateral thinking skills, interpersonal skills and change management.

Role Context

• The jobholder is a key contributor to the INM WPB Branch Banking strategic team and is expected to work as the head of the catchment to develop the bank s franchise for the INM WPB business to achieve greater market penetration. In recent years, banks and financial institutions in India have recognized the potential of personal banking as a major contributor to their growth and profits. Our Strategic Plan envisages Wealth Management as a key strategy for India. Also, the personal banking environment has witnessed a sea change with aggressive marketing strategies adopted by competition both in retail liability and asset segments. Apart from the competition from foreign banks like Citibank, Standard Chartered, etc. new Indian private banks like HDFC and ICICI have set up modern branches with state of the art technology and widespread distribution network bringing convenience to the customers doorstep.
• This seconded by increased customer awareness has also resulted in demands for superior service and greater product differentiation. In the face of such aggressive competition, increasing market share requires a sharply focused approach to Personal Banking, coupled with the skills to sustain a high topline growth in a falling interest rate regime whilst maintaining a high quality customer base with simultaneous efforts at cost control.
• The jobholder has the authority to plan, direct and control the activities for the branch within the guidelines of the strategic plan and INM WPB policies, with a view to develop a highly motivated sales and service team and ensure sustained growth of the WPB business for the branch. He/she needs to ensure that all staff under him function within the boundaries of rules, regulations and policies determined by the Group Audit, INM, Compliance, Reserve Bank of India, and other regulatory bodies.
• The jobholder has to manage personal development of subordinates to ensure optimum productivity of staff and also resolves various operational/personal issues raised by officers, staff and union from time to time. The jobholder may be required to interact frequently with INM CPD/TSV/BSV/PTY/CRM/GPA/CMB, etc.) with regard to implementation of new products, promotions, systems, and other initiatives.
• While the jobholder would be primarily responsible for driving sales, improving service delivery and acquisition of customers, he / she would also serve as the executioner for driving the centrally formulated strategy plans for the business within the branch catchment, especially in the face of intense competition from foreign banks like Citibank, Standard Chartered, etc and Indian private banks like HDFC and ICICI

Management of Risk

• Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.
• Demonstrates leadership on regulatory and compliance matters. Maintains awareness of risk and minimizes the likelihood of it occurring through its identification, assessment, mitigation and control.

Observation of Internal Controls

• Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.
• Fosters a compliance culture within the team, managing compliance risk and ensuring that the necessary training is completed. Optimizes relations with regulators.

Role Dimensions

• Coverage & Management of all aspects of branch.
• Impact of sales processes and tools on productivity for all the branch staff.
• Delivery of KPI targets for the branch.
• Sales capacity planning, staffing, career progression and development plans for the branch staff.