Universal Banker Leader-Jalandhar

HSBC Holdings plc; Dadri; Sur place; INR 1 200 000 - 1 800 000; Plein temps

Résumé du poste

HSBC in Jalandhar seeks a Universal Banker Leader (UB-CSM) to oversee daily operations across Tellers, Customer Service and related functions, to optimize efficiency and service quality. The role emphasizes staff leadership, adherence to policies, and delivering strong customer outcomes within a growth-focused environment.

The ideal candidate will bring 5–10 years of banking experience, proven people management, and a hands-on approach to drive improvements in service and operational metrics.

Qualifications

• Graduate or postgraduate with relevant banking experience.
• FEMA and NISM certifications are preferred.
• Strong interpersonal and communication skills required.

Responsabilités

• Independently manage day-to-day branch operations across all teams.
• Own branch operations hygiene and ensure alignment with policies.
• Maintain high customer satisfaction and service culture at the branch.
• Lead HSBC principles and drive a positive growth environment within the team.
• Deliver branch KPIs for operations and service at pace.
• Collaborate with Branch Manager on strategic goals.

Connaissances

People management

Customer service leadership

Operations management

Team collaboration

Formation

Graduate or Postgraduate degree in Banking/Business/Finance

FEMA certification

NISM certification

Description du poste

Job Description – Universal Banker Leader (New Branches only)-Jalandhar

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.

We are currently seeking an experienced professional to join the International Wealth and Premier Banking – Jalandhar Branch

Job Introduction

IWPB is executing a multiyear growth strategy, pivoted on positioning as a global bank, committed to the long-term India growth story, and bringing to India, its full scale of global capabilities. The Business is poised for growth and is currently also adding 20 more branches in phases to its existing fleet of 26 branches.

IWPB is looking for a proactive and customer focused Universal Banker Leader (Universal Banker – Customer Service Manager) to lead all daily operations at the Jalandhar branch.

The (UB - CSM) will be responsible for optimizing branch efficiency, staff management and fostering a positive environment that enhances the customer experience. Towards this, the UB -CSM will lead the operations and service aspects at the branch.

A (UB - CSM) will play a crucial role in achieving the growth strategy especially given that Operations,Service culture is the main service differentiator in the industry.

Principal Responsibilities

• Independently manage the day-to-day Operations at branches across all teams. This covers Tellers, Customer Service, Lockers as well.
• Own, lead and spearhead the branch operations hygiene by ensuring all actions at the branches are aligned to the local, Group and Regulatory policies and procedures.
• Ensure that customer satisfaction is at the helm of all the actions undertaken at the branch by maintaining a strong customer service culture.
• Lead and drive the HSBC principles, values and behaviors within the Branch team and ensure positive growth-oriented environment
• Ensure satisfactory audits and positive branch operational score cards by identifying control gaps, taking corrective actions through various enablers such as internal reviews / branch hygiene checklists, reports checking etc.
• Ensure timely, satisfactory, fair and transparent closures of all customer complaints by owning the customer and his/her grievances.
• Deliver the Branch KPIs on Operations and Service at pace.
• Own and contribute, along with the Branch Manager, to the strategic goals of the business as outlined from time to time.
• UB-CSM will have the Premier Service Manager, Teller Operator, Locker (where applicable) and the UBs reporting to the role.
• UB-CSM will also own up KPIs (sales) of the Universal Banker / Premier Service Manager as applicable from time to time.

Education Qualifications / Certifications and Requirements:

Education Qualifications

Graduate / Postgraduate with a minimum of 5-10 years of experience in Banking Industry.

Certifications

FEMA, NISM

Other Requirements

• Deliver at pace and have a hands-on approach
• Be result oriented and dynamic
• have brilliant Interpersonal and communication skills
• Basic Banking Industry knowledge
• Have Team management experience

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

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.

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.

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