Wealth Personal Banking

In Wealth and Personal Banking, 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, Insurance, and Chief Operating Office.

In this role, you will:

Impact on the Business/Function

• Contributes to an environment where the wider Branch team maximises performance to achieve RBWM business objectives.

• Delivers the standards of service quality required by achieving SLAs.

• High attention to detail ensures customer transactions are processed without errors that could lead to detriment to customer or HSBC.

•Identify common frauds/ errors/ irregular transactions taking appropriate actions to resolve or refer.

Customers / Stakeholders

• Meeting customer expectations in terms of efficiency, accuracy, timeliness and professionalism either in branch or on the telephone.

• Responsible for the customer journey of any service provided or product referrals where appropriate.

• Deliver new income opportunities through initiatives which support development of new and existing customer relationships.

• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets

Leadership Teamwork

• Individuals are responsible for their own effectiveness, development and results. People performing a sole transactional role or one of a more generalist nature.

• Support achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making.

• Take personal responsibility for understanding and agreeing performance expectations, completing the necessary mandatory training and developing the levels of capability and competence needed to be effective in the role.

• Contribute to team development, effectiveness and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse and supportive working environment.

Operational Effectiveness Control:

• Individuals are responsible for their own effectiveness, development and results. People performing a sole transactional role or one of a more generalist nature.

• Suggest ideas and contribute to implementing actions that will improve customer service, quality or the way teams and individuals work together.

• Adhere to HSBC policy, procedures and control requirements applicable to day-to-day working, exceptional and project activities, and raise any concerns about actual or potential issues promptly, in line with reporting and escalation procedures.

• Continuously monitor and gather information to assess potential impacts and identify possible risks and opportunities for the business.

• Apply policies, procedures, practices and standards to their allocated tasks, taking responsibility for their own actions, to ensure the achievement of high levels of quality, effective risk management and regulatory compliance.