Branch Network Operations Control Manager (GCB6)

In this role, you will:

• Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators related to Front-Office
• Ensure teams benefit from appropriate training sessions in liaison with current and future tasks
• Participate to all RBWM projects impacting First Line of Defense locally to anticipate changes and drive implementation of adequate monitoring when required
• Ensure key risks, controls and monitoring associated included RCA library are maintained up to date and aligned with any new requirement
• Support transaction approval with Head of sales distribution in the North and maintain appropriate turnaround time for clients expectation
• Assist to monitor the branch network performance, resource and capacity planning, branch closures/refurbishments and relocations, staff uniforms...to ensure the branch network are in smooth and efficient operation.
• Be responsible for regional/area expense management and provide adequate assessment of individual location's capacity when required
• Ensure a consistently high level of customer service within the Retail Store and Premier Center, looking to improve customer service ongoing
• Establish tools to measure and improve customer service standards and using these tools to take corrective action and implement improvements across the Branch Network
• Manage the implementation of customer feedback, mystery shopper and customer satisfaction surveys
• Encourage best practices sharing and good level of communication between teams to drive the branch network community
• Work with the Risk function, to oversee risk management issues in the business, ensuring that business activities comply with Group policies and external regulators' requirements
• Work with relevant stake-holders to implement all required control and compliance, eliminate non-value adding activities across branch networks to enhance productivity and efficiency
• Treat customers fairly and with integrity
• Provide leadership and assist in driving a compliance culture across the business
• Implement communication channels to support two way communications, ensuring staffs have all information relevant to their roles
• Develop employee engagement initiatives following the Global People Survey to increase local engagement and morale
• Implement Retail Coaching framework to support the development of the Sales and Service team members in the Branch Network for VMO
• Own and develop the HBVN Branch Network Risk Control Assessment (RCA)
• Drive and manage HSBC control standards and follow Group Compliance Policy to minimize operational risk; be responsible for operational risk coordination and system maintenance
• Ensure operational integrity, safeguarding the bank from loss and protect reputation
• Ensure that branch operations comply with local and regional audit recommendations

To be successful in the role, you should meet the following requirements:

• University Degree
• In depth understanding of products and operational procedures
• Knowledge and understanding of relevant operational risks, compliance and legal requirements, audit issues, banking systems
• Previous experience in retail sales and service
• Excellent interpersonal and communication skills
• Planning and organizing skills
• Analytical skills
• Problem solving skills
• Detailed and result oriented
• Teamwork

- 13th payment

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