In this role, you will : Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators related to Front-
OfficeEnsure teams benefit from appropriate training sessions in liaison with current and future tasksParticipate to all RBWM projects impacting First Line of Defense locally to anticipate changes and drive implementation of adequate monitoring when requiredEnsure key risks, controls and monitoring associated included RCA library are maintained up to date and aligned with any new requirementSupport transaction approval with Head of BN and maintain appropriate turnaround time for clients expectationAssist to monitor the branch network performance, resource and capacity planning, branch closures / refurbishments and relocations, staff uniforms.
to ensure the branch network are in smooth and efficient operation.Be responsible for regional / area expense management and provide adequate assessment of individual location's capacity when requiredEnsure a consistently high level of customer service within the Retail Store and Premier Center, looking to improve customer service ongoingEstablish tools to measure and improve customer service standards and using these tools to take corrective action and implement improvements across the Retail Branch NetworkManage the implementation of customer feedback, mystery shopper and customer satisfaction surveysEncourage best practices sharing and good level of communication between teams to drive the BN communityWork with the Risk function, to oversee risk management issues in the business, ensuring that business activities comply with Group policies and external regulators' requirementsWork with relevant stake-
holders to implement all required control and compliance, eliminate non-value adding activities across branch networks to enhance productivity and efficiencyTreat customers fairly and with integrityProvide leadership and assist in driving a compliance culture across the businessImplement communication channels to support two way communications, ensuring staffs have all information relevant to their rolesDevelop employee engagement initiatives following the Global People Survey to increase local engagement and moraleImplement Retail Coaching framework to support the development of the Sales and Service team members in the Branch Network for VMOOwn and develop the HBVN Branch Network Risk Control Assessment (RCA)Drive and manage HSBC control standards and follow Group Compliance Policy to minimize operational risk;
be responsible for operational risk coordination and system maintenanceEnsure operational integrity, safeguarding the bank from loss and protect reputationEnsure that branch operations comply with local and regional audit recommendationsJob RequirementTo be successful in the role, you should meet the following requirements : University DegreeIn depth understanding of products and operational proceduresKnowledge and understanding of relevant operational risks, compliance and legal requirements, audit issues, banking systemsPrevious experience in retail sales and serviceExcellent interpersonal and communication skillsPlanning and organising skillsAnalytical skillsProblem solving skillsDetailed and result orientedTeamwork
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