Manager - Branch Operations

HSBC; Chennai; On-site; INR 600,000 - 1,000,000; Full time

Job summary

HSBC in India, Chennai, is seeking a Service and Operations professional to manage customer service tasks, validate and approve banking instructions, and drive process improvements. The role focuses on policy compliance, regulatory adherence, and seamless collaboration with stakeholders to ensure timely service delivery.

You will coach team members, leverage digital tools, and help maintain operational metrics while supporting frontline service.

Qualifications

• Graduate qualification or higher is required.
• Knowledge of banking systems and processes.
• Understanding of regulations and guidelines as applicable.

Responsibilities

• Approve/validate instructions to create, amend, cancel, or close products or services.
• Process remediation activities in operations.
• Ensure there are no defects while approving instructions or remediations.
• Provide timely responses to requests from stakeholders and customers.
• Utilize digital tools like bulk data capture, Lite automation, and macros to validate servicing requests.
• Coach and develop team members to improve skills and capability.
• Apply product/process knowledge to address customer needs.
• Support colleagues to deliver service at first contact point.
• Continuously evaluate processes for efficiency and effectiveness.
• Develop and maintain Operational Management Information.

Skills

Banking systems knowledge

Regulations & guidelines

Audit & compliance

Education

Graduate qualification or higher

Job description

Some careers open more doors than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Role Purpose The Service and Operations job category will be required to undertake a range of customer service management tasks. Activities will include validation and approving the transactions in the core banking system for various customer and Bank initiated requests or instructions, processing of all various activities which support the excellent delivery of service to our customers to support the frontline service journey. The development of efficient processes and activities will be a key activity to drive continuous improvement of service and operations. Coaching and development of team members to support the improvement of knowledge, skills and capability will also be a key element of this role. Also, this role requires to perform multi activities within the team.

Principal Accountabilities:

• The job holder will be required to approve/validate instructions to create, amend, cancel, or close existing products or services and/or the administration of products received from various stakeholders.
• Process remediation activities relating to various operational activities.
• Ensure there are no defects while approving instructions or remediations.
• Ensure a timely response to the requests received through internal and external stakeholders, customers, etc.
• Handle various digital tools like bulk data capture tools, Lite automation tools, and macros to validate various servicing requests/instructions as applicable.
• Approve/validate the servicing requests processed by the staff for HSBC customers in line with the laid-down, established, and documented procedures and regulatory policies.
• Coaching and development of colleagues to improve skills and capability.
• Use knowledge of products, processes, and procedures to address customer needs both through the team and individually.
• Support colleagues to deliver service to customers at the first point of contact through the reduction of operational requirements.
• Continually evaluate processes and procedures to support improved efficiency and effectiveness of operations.
• Development and maintenance of Operational Management Information.

Pro-tip : Familiarity with AI-enabled tools is an advantage.

Qualifications:

• Minimum of a graduate qualification or higher education.
• 2-5 years of relevant experience in branch banking.
• Knowledge of banking systems and processes.
• In-depth knowledge and understanding of regulations and guidelines as applicable.
• Knowledge of Group Policies and Procedures for audit and compliance.

Additional Information

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

As an employee, you are required to perform your duties in a professional capacity exercising independent judgement, discretion and decision-making authority in planning, organising, directing work, supervising and appraising the work of team members, as applicable; and taking accountability for delivery outcomes. You will represent the organization with relevant internal and external stakeholders. You will allocate and prioritize work, provide direction and feedback, manage team capacity and leave in line with policy as applicable.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited, India