Universal Banker

HSBC Group; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

HSBC India is seeking a Branch Customer Service Manager to lead the front-office and teller teams, ensuring a consistently high standard of service and operational efficiency.

You will coach staff, drive cross-selling, manage lobby operations, and uphold HSBC values while adhering to risk controls and regulatory requirements. Familiarity with AI-enabled tools is advantageous.

Responsibilities

• Plan, direct and control branch front-office and teller interfaces to achieve customer satisfaction and efficiency.
• Develop service and cross-sell discipline and foster a service culture in the team.
• Manage all customer-facing staff and ensure visibility on the bank floor.

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.

Business Descriptor:

Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking and Insurance.

Role Purpose

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

Customers / Stakeholders

• Ensure a consistently high level of service and product delivery.
• Anticipating customer needs and working with sales team to respond appropriately.
• Coach the team to achieve business goals and effectively meet customer needs
• Share all examples of best practise 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.

Role

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

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.

Additional Notes :

Familiarity with AI-enabled tools is an advantage.

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

You’ll achieve more at HSBC.

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