This role operates in a highly independent manner with decision making authority in a competitive, complex, regulatory, global environment. Role holder has direct accountability for driving the operational strategy for the U.S. Retail Branch Network, ensuring that branch operations are executed in accordance with Group and local standards for regulatory compliance and adherence to the Firm’s policies and procedures. Seek continuous improvements and streamlining operations through innovation and implementation of industry best practices.
Lead and manage a large, distributed team of operations experts (Area Service Managers, Area Operations Specialists) that are accountable to provide guidance, support and coaching to internal frontline customer-facing staff Additionally accountable to ensure operational excellence and an exceptional customer experience within all branches across the U.S. This is a key management role that works closely with the Head of U.S. Retail Banking, Regional, Area, and Branch Management as required to support the overall achievement of Retail Branch Network strategic plan.
Impact on the Business:
- Supports the Head of U.S. Retail Banking in development of initiatives and activities to achieve the RBWM operating plan and transform the operating platform by creating and implementing strategies to maximize the operational effectiveness of the U.S. distribution network.
- Manage and ensure operational and regulatory integrity, service excellence, compliance and oversight of branches within U.S. including branch reviews, continuous monitoring, AML, branch appearance, compliance reviews, completion of regulatory training events, etc.
- Accelerate the adoption of digital client solutions by Branch colleagues and digital solutions intended for Branch colleagues.
- Ensure operational and service personnel recognize and act on the needs of the client (wealth management activities within the branch are under the supervision and management of the Brokerage business and requires full licensing).
- Meet RBWM profitability targets by mitigating risk and company losses as well as by identifying opportunities for expense control and/or reduction.
- Manage and direct the timely resolution of problems and issues arising within the U.S. Branch Network to mitigate their impact, especially control-related losses, and proactively drive smooth branch operations and superior customer service delivery. Manage the review of existing and new branch and departmental policies and procedures to ensure customer impact is properly balanced with risk and control. Ensure documentation of recommendations that support customer service and/or internal and operating efficiencies that lead to improved service.
- Eliminate “non value add” activities to ensure focus on business priorities is not deflected or diluted. Deliver on the organization’s change management initiatives to ensure that full benefits are realized.
Customers / Stakeholders:
- Maintain strong and open communication with key partners and stakeholders, including RBWM COO team and U.S. COO team, to support the effective implementation of operational strategic plans.
- Maintain strong, open, transparent and collaborative relationships with regulators to remain current on regulatory changes and remain compliant.
- Develop and maintain an expert knowledge of customer base, market trends, and competitor activities in order to influence or adjust strategic direction accordingly.
- Identify and implement continuous process improvements to ensure achievement of regional, area and branch performance targets.
- Support various compliance activities through branch audits and reinforcement of compliance-related policies, procedures and practices.
- Foster and support exceptional customer experience within branch network ensuring service excellence at every point of customer contact.
- Ensure service and operational personnel identify and act on sales referral opportunities (note that sale of wealth management products requires full licensing).
- Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
- Demonstrate ownership and common sense with all that you do, sharing best practice across teams and peers
Leadership & Teamwork:
- Work closely with Regional, Area and Branch Management, and Operations Champions as required to deliver U.S. RBWM Network Operating Plan, ensure operational and service excellence, support operational activities and initiatives, ensure compliance and reduce risk.
- Work closely with the senior management team to ensure the appropriate organization structure is in place and align resources to deliver against earning targets and attain consistent growth objectives.
- Direct the required support and tools necessary for the operations team to properly service clients, while ensuring sales plans are achieved.
- Direct the achievement of operating and cost efficiencies required to remain competitive and attain acceptable expense levels through streamlining, development and implementation of new operating procedures and processes , technological advances and elimination of process.
- Influence senior executive decision making through clearly supported research and analysis.
- Lead and develop an effective team through proactive coaching, feedback and communication, performance management, development plans and reward/recognition practices. Create robust team environment where skills and knowledge are openly shared to achieve team and business goals including embedding best place to work environment.
- Promote an environment that supports diversity and reflects the HSBC brand.
- Oversee branch network internal audit results and ensure significant and/or recurring issues are corrected and communicated ensuring appropriate follow-up until performance reaches acceptable level.
- Partner with Learning to identify operational and branch-related training needs and monitor completion of Global Mandatory Traininig, required regulatory training, annual security reviews and annual compliance reviews for branch network staff. Identify opportunities to improve quality of branch operational knowledge and support.
- Champion and embrace change and innovation by being actively engaged in various projects and system enhancements and acting as a role model with respect to employee engagement in use of digital solutions. Create trust with teams as it relates to our platform, systems, and demonstrate personal use.
- Accountable for managing employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and managing underperformance in a timely and appropriate manner
Operational Effectiveness & Control:
- Manage the development and implementation of changes in branch procedures, policies and delivery systems to address areas requiring change, including control issues, to increase operating efficiency, while recognizing balance between customer-driven activities and audit and regulatory mandates; monitor effectiveness of branch operational controls.
- Work in partnership with the Regional, Area and Branch management to ensure adherence to established internal policies, procedures and external regulations as well as consistency of processes and controls; approve policy exceptions as required. Design and implement programs and tools to monitor effectiveness of branch operational controls.
- Drive and support the execution of the strategy that migrates routine and lower value activity to direct/assisted channels to allow branches to focus on high value sales and transactions.
- Support Head of U.S. Retail Banking in building strong oversight over all regulatory and compliance matters, including the management of operational risk. Ensure branch activities comply with all applicable regulations, including Know Your Customer and ensure attainment of all satisfactory branch audits with no Know Your Customer exceptions; ensure management and staff awareness and resolution of discovered control issues.
- Continually reassess operational risks associated with the role and inherent risk in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management structuring and impact of new technology.
- Ensure appropriate management and supervision of operational support to the branch network, through developing, implementing, interpreting, initiating, monitoring and evaluating policies, procedures, programs, regulations and related projects. Resolve escalated operational issues as required.
- Ensure provision of onsite operational support for branch projects, including opening new branches, closing/consolidating branches and branch sales.
- Implement the Group compliance policy locally by containing compliance risk in liaison with the Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators.
- Serve as liaison between Branch Network and other lines of business and support areas to address issues related to all aspects of branch operations from facilities to security and regulatory matters.
- Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
- Appropriately report potential fraud and loss situations to FCTM and provide assistance and support as needed with investigations.
- Ensure adherence to established customer interaction standards for every transaction.
- Ensure compliance with operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues, including timely implementation of internal and external audit points together with any issues raised by external regulators.
- Must remain current on bank policies, procedures and promotions to ensure accurate guidance and coaching is provided.
- Must maintain knowledge proficiency in all bank products and services, applicable policies and procedures, and bank systems within scope responsibility, including but not limited to: deposit account, loans, credit, and account opening guidelines, etc.
- Complete other responsibilities, as assigned.
Qualifications
- Minimum of twelve years proven and progressive branch banking and retail operations experience or equivalent.
- Bachelors degree in business, finance, related field or equivalent experience.
- Proven leadership and strong managerial, decision making, verbal and written communication skills, customer service, problem-solving, organizational and time management, decision making, analytical, interpersonal. lateral thinking and project management skills.
- High level conceptual and strategic thinker with ability to both articulate and convert ideas and concepts into plans and actions.
- Exceptional knowledge of the branch delivery system, bank policies, procedures and controls as well as products and services offered within the branch system, related operational activities and pertinent regulations.
- Ability to adapt to drive change in a continuous, fast paced environment while also demonstrating strong time management and prioritization skills.
- Ability to maintain confidentiality and appropriately handle sensitive information with tact and discretion.
- Ability to travel as needed.
EEO/AA/Minorities/Women/Disability/Veterans
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