Universal Banker

About the Role

The Universal Banker (UB) role within HSBC's International Wealth and Premier Banking (IWPB) is pivotal in executing a multiyear growth strategy. This strategy is centered on positioning HSBC as a global bank committed to India's long-term growth story, leveraging its full scale of global capabilities. The business is poised for expansion, with plans to add 14 more branches to its existing fleet of 32 branches. The Universal Banker will play a crucial customer-facing role, servicing primarily walk-in customers and managing their requirements to ensure satisfaction. This role is integral to delivering effective branch customer interface functions in the front office and teller areas, aligning with TCF principles to transition from mere transaction processing to need-based sales.

Role Purpose

• To plan, direct, and control the branch customer interface functions in the front office and teller areas to achieve a high level of customer satisfaction along with operational efficiency.
• To develop and implement service and cross-sell discipline and assist in developing a service and cross-sell culture in the service team.

Customers / Stakeholders

• Ensure a consistently high level of service and product delivery.
• Anticipate customer needs and work with the sales team to respond appropriately.
• Coach the team to achieve business goals and effectively meet customer needs.
• Share all examples of best practices to drive overall customer experience.

Leadership & Teamwork

• Manage, develop, and coach all customer-facing sales and service staff, creating an environment to exceed individual and branch goals.
• Ensure visibility on the bank floor and facilitate excellent customer service.
• Display high standards around HSBC values and behaviour.

Key Responsibilities

• Service proposition is a key differentiator in any retail business, and the jobholder needs to ensure a positive customer experience on a consistent basis.
• Manage the branch independently (when required) and be sensitive to managing teams and conflicts therein.
• Manage the platform service stream, and ensure an increase in customer service quality.
• Adhere to processes and controls to identify and mitigate risks and ensure timely escalation of control issues and reputation risks.
• Demonstrate leadership on regulatory and compliance matters.
• Maintain awareness of risk and minimize the likelihood of it occurring through its identification, assessment, mitigation, and control.
• Coverage & management of all aspects of the branch.
• Cross-sell of bank products.
• Lobby Management.

Qualifications

• Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.

Eligibility Criteria for Internal Applicants:

• India Bank / INM employees: Eligible to apply after completion of 12 months in the current role/position at the time of application on level transfer and/or promotion.
• Entity Employees (not from India Bank): To be guided by their internal policy on tenure completion in the current role at the time of application before applying and share line manager approval once shortlisted.
• INM Employees in scope of WPB Career Progression Framework: Not eligible to apply to roles within the purview of the Framework.