Retail Banking Team Leader — Jersey (Hybrid)

HSBC; Saint Helier; Hybrid; GBP 52,000 - 80,000; Full time

Benefits offered by this job

Private healthcare

Non-contributory pension

Wellness Hub

Volunteerism/matching gifts

Job summary

HSBC Holdings plc is seeking a Sales and Service Manager to lead the Branch Network operations in St Helier, Jersey. The role focuses on delivering outstanding customer service, optimizing branch performance, and implementing a customer contact strategy aligned with client needs.

The position requires strong coaching skills, regulatory awareness, and the ability to manage staffing and training to uphold service standards. The role offers hybrid working arrangements within Jersey's branch network.

Qualifications

• Keep up to date with the local business environment and competitor activity to spot risks and opportunities.
• Build strong customer relationships by listening well, understanding needs, and delivering fair, high-quality service.
• Prioritise effectively, manage time well, and adapt plans quickly to changing or conflicting demands.
• Use performance data to monitor results, identify improvement opportunities, and support coaching to improve branch performance.
• Coach and develop colleagues using clear, constructive feedback aligned to individual goals and business needs.

Responsibilities

• Lead the day-to-day running of the banking hall, keeping a strong front-of-house focus and delivering excellent customer service.
• Champion high service standards and continuously improve service quality.
• Track branch performance against the branch plan and take action to address gaps.
• Develop and deliver a customer contact strategy, using MI, aligned to customer needs and preferences.
• Coach colleagues to understand customers’ current and future needs while maintaining strong operational integrity.
• Identify training and coaching needs, recommend solutions, and measure effectiveness.
• Ensure all customer-facing roles are appropriately staffed with trained and capable colleagues.
• Support the Retail Branch Manager to ensure compliance with relevant regulations and internal controls.
• Bring a consistently positive, calm, and professional approach building strong working relationships, staying organised and dependable, and maintaining a results focus.

Job description

HSBC Holdings plc is seeking a Sales and Service Manager to lead the Branch Network operations in St Helier, Jersey. The role focuses on delivering outstanding customer service, optimizing branch performance, and implementing a customer contact strategy aligned with client needs.

The position requires strong coaching skills, regulatory awareness, and the ability to manage staffing and training to uphold service standards. The role offers hybrid working arrangements within Jersey's branch network.