Branch Service Mgr
HSBC - Jersey City, NJ

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Completes operational, accounting and compliance-related responsibilities in support of the operations within a retail branch. Provides support and assistance in sales and/or service-related functions within the branch as required.

Impact on the Business

·

Ensure the overall appearance of the branch is appropriate and proper stocking and placement of collateral

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Monitor overdraft accounts and seek to minimize aged overdrafts

Customers / Stakeholders

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Serves as initial touch point for all customers and prospects, assesses client needs and directs them to the appropriate delivery channel

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Manage Lobby Management activities for the branch and identify and refer the customer to the appropriate banker for a sales need and in branch channel (ATM, Kiosk, Teller) for a service need

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Provide service to branch customers through assisting in sales and/or service efforts on the platform or teller line and providing referrals as required through use of customer relationship management system. Identify potential process improvements to ensure achievement of branch performance targets

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Resolve complex client issues within established HSBC guidelines

Leadership & Teamwork

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Live and represent the brand; exemplify the five brand attributes of being perceptive, progressive, responsive, respectful and fair, both internally and externally

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Supervise and/or provide assistance in supervision of Customer Service Representatives to ensure proper servicing of banking needs for branch customers

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Coach Customer Service Representatives referral activities and ensure Balanced Scorecard referral goals are achieved

Operational Effectiveness & Control

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Complete accounting-related responsibilities for the branch including regular cash control activities (ATM processing, current transaction system reconciliations, negotiable instruments) and general ledger account maintenance and reconciliation

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Monitor branch activities to ensure compliance with all applicable regulations, including Know Your Customer and ensure attainment of all satisfactory branch audits with no Know Your Customer exceptions; ensure management and personnel awareness of discovered control issues. Complete preliminary investigations into potential fraud and loss situations. Manage compliance and other training for branch personnel

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Ensure adherence to established customer interaction standards for every transaction

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Should be responsible for:
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assignment, management and control of branch cash; including daily cash reconciliation

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Reviewing, scanning, correcting and balancing all teller transactions to ensure accuracy prior to posting to customer accounts

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Approving various high risk transactions for tellers

Role Context

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This position may be used in large branch offices.

Management of Risk

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Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues

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Promote an environment that supports diversity and reflects the HSBC brand

Observation of Internal Controls

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Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators

Qualifications

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Minimum of four years proven and progressive customer service experience within the branch environment or equivalent

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Minimum of an associates degree in business, accounting, related field or equivalent experience

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Proven organizational, analytical, planning and mathematical skills

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Sound knowledge of Company products and services offered within the branch system, related operational activities and pertinent regulations

Job Field

:

Retail / Branch Banking

Primary Location

:

North America-United States-New Jersey-Jersey City

Schedule

:

Full-time

Shift

:

Day Job

Job Posting

:

Jan 29, 2013, 2:45:15 PM

Unposting Date

:

Jan 31, 2013, 11:59:59 PM

HSBC - 21 months ago - save job - block
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About this company
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HSBC Bank Canada is a banking and financial services company. It has three segments: Personal Financial Services, Commercial Banking and...