Sales and Service Manager (Branch Network)

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

Sales and Service Manager (Branch Network)

Location: St Helier, JE, JE, JE2 4WF

Brand: HSBC

Area of Interest: Branch and Retail Banking

Role Workstyle: Hybrid Worker

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. HSBC may engage in immigration sponsorship for this position if needed.

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential - whether you want a career that could take you to the top, or an exciting new direction, we offer opportunities, support and rewards that will take you further.

We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.

We’re currently seeking an experienced professional to join our team in the role of Retail Sales Team Leader based in Jersey.

As an HSBC employee in the Channel Islands and Isle of Man (CIIOM) you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all employees, enhanced parental and adoption pay and support when you return to work, and a non-contributory pension scheme with a generous employer contribution.

In this role you will:

• 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.

To be successful in this role you should meet the following requirements:

• 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.
• Tailor training and coaching style to different skill levels, experience, and motivation.
• Ensure compliance with operational standards, procedures, and guidelines.
• Communicate business strategy and targets clearly so colleagues understand their role and contribution.
• Positively champion and support change initiatives.

Open up a world of opportunity.

#LI-HSBC

Our purpose Opening up a world of opportunity explains why we exist. Here at HSBC we use our unique expertise, capabilities, breadth and perspectives to open up new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world for our customers, our people, our investors, our communities and the planet we all share.

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.