Retail Store Manager (GCB6)

The role is a customer facing role where leadership and customer focus are critical to the success of the business. The role of Branch Manager is lead, develop and manage a branch team to ensure achievement of the business objectives to deliver the branch performance measures and plan (as defined by RBWM).

This will be achieved by creating and maintaining an environment where you (the Branch Manager) and your team maximise performance in achieving the RBWM business objectives whilst providing the highest quality service. You need to ensure the business is effectively run and that you manage your branch to the Target Operating Model (TOM) as defined by Group.

In delivering the business objectives you must also maintain the levels of operational integrity required by the Group, closely managing and driving the individual and collective performance of your team.

Implementation of the Target Operating Model (TOM) requires you to drive the Group standards in customer contact strategy based and delivery of those standards in accordance with any country specific requirements (based upon a good understanding of the branch’s personal and retail commercial customers, the potential customer base, local market conditions and competitor activity). A key responsibility is to identify and develop the people within your team, coaching and guiding them to maximise their potential and their contribution to our organisation. This will culminate in a succession plan for your business which delivers ongoing value to the organisation.

The job holder also fulfills the role and responsibilities related to vault operations equivalent to that of the Chief Accountant, under Circular 01 from State Bank of Vietnam.

Impact on the Business
•Lead your team to deliver the Branch RBWM Performance measures and plan.
•Manage & coach your team to drive performance with a hands-on style to grow sales, productivity, service quality and staff engagement
•In conjunction with your team build a high personal and corporate profile in the community in which you are based
•Lead the Branch in line with the processes and activities in the TOM and other operational guidelines to achieve consistency of management of our people and delivery of service and sales to HSBC customers
•Monitor and act on daily sales activity management information and other internal information tools, using them to coach your team and achieve the business goals

Customers / Stakeholders
•Use the principles and guidelines in the TOM to ensure customer needs are identified and they are matched to the appropriate member of the team to maximise the sales potential.
•Personally managing the sales floor on a regular basis
•Ensure customer needs are met & direct the customer to the most appropriate Channel
•Contribute to the Community in the area in which the business is based
•Treat customer fairly with integrity

Leadership & Teamwork
•Lead, manage and coach your team branch team
•Performance Management, People Development and resourcing of your business
•Train, maintain and develop your team to a level appropriate for the branch and commensurate with centrally agreed resource plans.
•Use appropriate performance management tools and undertaking individual performance reviews to maximise effectiveness of the team
•Maintain and enhance personal and team knowledge and skills through sharing best practice
•Hold regular meetings with team members, and otherwise, to effectively communicate and address bank, region, branch and individual issues and successes.
•Create a working environment that drives performance and an engaged team
•To work as part of a wider integrated team. Support others through direct and indirect actions beyond your own branch responsibilities.

Operational Effectiveness & Control
•Ensuring that sales & operations are undertaken in accordance with HSBC Bank plc FIM, BIM and Credit Policy Manual appropriate lending guidelines.
•Ensure all processes for sales & operations are in place and manage within any agreed Authorities
•Manage operational risk, by using relevant MI to identify risk situations and take any appropriate action to minimise loss.
•To ensure branch lending (not including Commercial and Corporate) is undertaken and controlled in accordance with HSBC Bank plc Credit Policy by ensuring the appropriate use of credit and behavioural scored lending
•Undertake Sales, Operational and Credit sampling in your branch
•Complete tasks and fulfill responsibilities as outlined in CDD LoBP, AML Policy; Sanctions Policy and always stay vigilant to identify and report warning signs to detect, deter and protect customers and the bank from fraud and financial crimes

Knowledge / Experience

•Proven ability in team leadership and management
•Proven ability in Retail sales
•Proven ability in relationship management in the Retail sector
•ACIB or equivalent professional qualification preferred
•3-5 year experience or relevant

Skills

•Excellent interpersonal skills, with a particular emphasis upon inspiring, influencing and negotiating
•Coaching sales techniques, best practice and sales management on a team and one to one basis
•Planning and organising skills
•Analytical skills
•Problem solving skills

Qualifications

•Attain appropriate professional and regulatory qualifications as required by market
•Attain any internal standards as required by Country

- 13th payment

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