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Role Context
The Retail Banking environment has witnessed a sea change with aggressive marketing strategies adopted by competition both in retail liability and asset segments. Increased customer awareness has also resulted in demands for superior service and greater product offering differentiation. In the face of aggressive competition, increasing market share will require a sharply focused approach to Retail Banking, and the skill to sustain a high topline growth in a falling interest rate regime whilst maintaining a high portfolio quality and controlling costs to increase employee productivity. This is a feeder channel to the bank’s future.
Principal Responsibilities
- To source new accounts from NTB (New to Bank) from the existing corporate base and deliver on meeting NTB (New to Bank) targets
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To cross-sell asset products of the bank, namely, Home Loans (via referral), Personal Loans, Cards, Premier (referral)
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To ensure the Anti‑Money Laundering /Know Your Customer (AML/KYC) norms of the bank are complied with at all times.
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To execute marketing events and promotions to generate business in their catchments, in conjunction with support departments such as India Management Market (INM MKT)
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To maintain call reports and Management Information System (MIS) as required
- To respond to CEP (Corporate Employee Programme) complaints in a timely manner and to customer satisfaction
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Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
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Ensure a consistently high level of product and service delivery for relevant customer touch points
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Develop and maintain good customer relations and ensure effective service delivery
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Timely and satisfactory closure of CEP (Corporate Employee Programme) complaints. Minimize complaint docking and high-risk complaints
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Effectively implement issuance and handling of Internal Work Processes (IWP). Monitor for correctness of process and meeting specific customer needs
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Use learnings from customer/area visits and discussions to sharpen the proposition and enhance delivery and provide feedback to leadership / central teams
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Comply to all relevant AML (Anti‑Money Laundering) regulations & Global Standards
Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)
Contributing to the external sales channel’s rapid growth and achievement without compromising on the basic tenets of HSBC i.e. need based sales and adherence to the highest standards of integrity and transparency in its dealings with customers. Handling customer complaints and proactively resolving customer issues.
Management of Risk (Operational Risk / Functional Instruction Manual requirements)
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Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.
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Demonstrate leadership on Regulatory & Compliance matters. Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section B.1.2 of the Group Operations Functional Instruction Manual.
Observation of Internal Controls (Compliance Policy / Functional Instruction Manual requirements)
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Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.
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Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators. Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimising relations with regulators
Role Requirements / Education Qualifications / Certifications / Experience:
Education (minimum): Minimum Graduation or as required for the role, whichever is higher
Experience (minimum): 2 to 5 years of relevant experience
Minimum experience/knowledge required:
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Minimum 2–5 years relevant experience in Retail Banking and Wealth Management. /retail banking sales and service, preferably corporate employee/salary banking acquisition.
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Demonstrated capability to deliver New to Bank (NTB)acquisition and cross-sell targets (e.g., Personal Loans, Cards, Home Loans via referral, Premier referral).
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Working knowledge of Anti‑Money Laundering /Know Your Customer(AML/KYC) requirements, documentation standards, and complaint/service request handling within defined TATs. (Turnaround Time)
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Proficiency in Customer Relationship Management (CRM) and reporting (e.g.,Customer Relationship Management System (CRMS), call reports and Management Information System), with disciplined lead and pipeline management.
Pro-tip : Familiarity with AI-enabled tools is an advantage.
You’ll achieve more at HSBC.
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