Company : HSBC QATAR
Contact Phone :
Job Description :
Purpose of the Job
To manage, plan, direct and control day to day operations of the Branch’s Customer Service (Mass and Advance) team to achieve maximum efficiency and profitability in line with the operating plan. To motivate and inspire the front line staff to achieve maximum sale of our bank products, alongside delivery of the best customer service.
Principal Accountabilities
Optimize the potential value/growth of the customer base.
Contributes to the Bank’s profitability in line with the Operating Plan
To provide leadership and motivation to staff members.
Ensures high customer standards of customer service.
Ensure effective use of CRMS & any other relevant tools relationship / sales management.
To work as one team.
AML Responsibilities
To ensure compliance with the Money Laundering Deterrance Program - Group Policy and Procedures (GPPs) as well as local AML legislation and regulations including QCB/Qatar FIU
To be aware that failure to the following will result in disciplinary offense :
failure to report a money laundering suspicion or attempts to terrorist financing
disclosure to the customer concerned or any other unauthorized person that knowledge or suspicion of money laundering has been reported to, or an enquiry received from, a regulatory authority (Tipping off)
Assist BMLCO/Line Management in their responsibility for complying with all relevant AML regulations and Group standards, identifying and containing AML risk; reporting of suspicions.
Operational Risk Management
It is the responsibility of all employees to be alert to operational risks and losses during the execution of their day to day responsibilities. Should an employee become aware of emerging or inadequately controlled operational risk or identify an operational risk loss, they must report this to their line manager, ensuring that it is reported to their local Operational Risk Coordinator
Information Security Risk (ISR)
Maintain HSBC Information Security Risk Standards and Controls, including the timely implementation of internal and external audit points together with any issues raised by external regulators
Major Challenges
The major challenge is to ensure satisfaction of the Customer Service customer segment where expectations are higher than in the PBC and the entire team needs to work together to deliver and maintain a high standard of customer service that is above average.
There is also a need to maintain operational efficiency of the frontline staff by training and guiding them to maintain the high standard required of them and managing the peak period to rush without compromising security. Also to sell bank products to customers and maintain steady growth in customer deposits and card sales, with increased focus on lending opportunities especially within the national HNWI segment.
The jobholder is also required to effectively co-ordinate activities with other departments in order to maximise conversions from the lead referral process.