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North America-United States-Illinois-Arlington Heights
The Retail Bsiness Banking (RBB) proposition is a strategic priority for HSBC and the role of RBB Producing Sales Team Leader is a key role that supports the achievement of the segment objectives.The Retail Business Banking team provides a range of end-to- end solutions designed to help small businesses reach their potential.
The RBB Producing Sales Team Leader reports directly to the RBB Team Leader and will manage a team of Relationship Managers (RMs) within the assigned segment. This role is responsible for aiding the Team Leader in delivering strategy within the assigned RBB segment while coaching for improved performance.
This role is expected to produce (generate business subject to specific perfomance objectives within assigned market), recruit RMs whiile working to improve the Retail Business Banking Relationship Manager’s (RBB RM’s), Premier Relationship Manager’s (PRM’s), Branch Service Manager’s (BSM’s) and the Branch Manager’s (BM’s) capability and sales performance in Business Banking.
Will develop all retail staff within asiggned segment to be able to provide an outstanding client experience and up-skill RBB RM’s, PRMs, BSM’s and BM’s in the field of Business Banking to improve sales, service and operational activity while improving the productivity of core contributing team members.
This role is a key role to faciliate customer engagement with the valuable Business Banking clients and increase Retail Business Banking Relationship Manager's (RBB RM's) client facing time.
Role success will be achieved by creating and maintaining an environment where the RBB RMs achieve the RBWM business objectives while providing the highest sales quality and service standards.
A key responsibility is to develop the people within the team, leading and coaching them to maximise their performance and realise their potential within HSBC.
The role holder will need to demonstrate an extensive knowledge of Business banking products and services and ensure that all activities are undertaken in accordance with all prevailing internal and external policies and guidelines.
Impact on the Business
Help build a sustainable Business Banking Sales force and significantly improve client engagement activities.
Lead and develop a team within assigned segment, establishing behavioural excellence, high engagement and effective performance management for the long term benefit of the bank and the relationships managed
Take a hands-on approach in assisting Team Leader in achieving the Group strategy and business objectives for the Retail Business Banking portfolio
Attract new business and build a network of business introducers in the local professional and business community
Work closely with the team to manage high value customers and ensure expected customer satisfaction levels are attained
Back Team Leader in maintaining an effective credit and operational risk management framework, price Risk appropriately and minimise impairment charges
Keep up-to-date on knowledge of HSBC’s strategy, capabilities and policies and keep abreast of external factors influencing business e.g. economic, cultural, geographical, procedural and regulatory requirements
Work with the broader organization including but not limited to CVM, Business Performance and CART team to ensure end to end delivery of client and account onboarding experience including streamlining process, documentation and understanding / enhancement of systems capabilities.
Monitor and drive referrals within RBWM and to other Global Businesses (e.g. Private Banking (PB), Global Banking & Markets (GBM), Commercial Banking (CMB), as appropriate
Adopt and ensure fully effective utilization of all tools and systems provided to assist in service and sales delivery
Customers / Stakeholders
Be an ambassador for HSBC and develop the bank’s profile in the local business community
Build strong relationships with HSBC (prospective) customers and third parties (e.g. accountants, lawyers, Trade Advisors and any other international related organizations)
Ensure RMs work with Product partners and assist in the delivery of solutions, services and products that are appropriate to meet customer needs and improve customer engagement
Work in partnership with colleagues across the HSBC Group to improve connectivity, deliver exceptional standards and quality of service across all interactions with (prospective) customer or other professionals
Take personal ownership of the customer experience, and ensure all team members take personal responsibility for managing their customers’ total relationship with HSBC
Ensure fairness in all aspects of strategy, product design and delivery, sales processes, customer literature and correspondence, financial promotions, administration and complaint handling
Build a strong relationship with the Risk Management teams in order to achieve a sustainable asset growth
Provide appropriate strategic business ideas based on awareness of market, industry initiatives and customer feedback
Participate in internal and external business events, road shows and seminars as required by the business
Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
Lead, develop and motivate to attract, retain and develop the capacity, capability and talent to ensure delivery of business objectives
Support Team Leader in communicating a clear vision for Retail Business Banking that is aligned to the overall HSBC Vision, Values and Goals, and inspires and engages people to create an inclusive, high performing, customer-centred culture
Set expectations, share best practice and manage, monitor, coach and develop RBB RM’s and others to ensure that they maximize their performance, meet the required standards, and continuously develop their capabilities and experience
Lead and encourage teamwork by demonstrating collaboration and matrix management in action and challenging actions and behaviours that are not consistent with HSBC's diversity policy and/or the best interests of the business and its customers
Operational Effectiveness & Control
Managing processes for assigned segment, infrastructure and resources needed to deliver agreed team plans and targets, identifying and implementing improvements and collaborating with colleagues to maximize end to end integration, effectiveness and efficiency
Communicate and adhere to HSBC policy and procedures in order to ensure good operational, financial and project management, policy and procedural compliance and early identification and effective resolution or escalation of issues that arise.
Contribute to the development, implementation and maintenance of a management information, analysis and reporting framework that supports and informs timely and effective business management and decision making at all levels.
Backing of the Team Leader with the implementation and oversight of policy and governance frameworks, procedures, practices and standards to ensure quality, effective risk management and regulatory compliance
Support the Team Leader with the implementation and monitoring of the application of policies, governance frameworks, procedures, practices and standards to ensure quality, effective risk management and regulatory compliance.
In delivering the business objectives, role holders must also maintain the highest standards of risk management, control and compliance required by the Group, closely managing and driving the individual and collective performance of the team
Implementation of the Operating Model requires the role holder to implement the Group standards in customer contact strategy and delivery of those standards in accordance with any country specific requirements (based upon a good understanding of the branch's personal customers, the potential customer base, local market conditions and competitor activity)
Monitor and act on daily sales activity management information and other internal information tools, using them to effectively grow or maintain wallet share of clients
Management of Risk
The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization.
This will be achieved by consistently displaying the behaviours that form part of the HSBC Values and culture and adhering to HSBC risk policies and procedures, including notification and escalation of any concerns and taking required action in relation to points raised by audit and/or external regulators.
The jobholder is responsible for managing and mitigating operational risks in their day to day operations. In executing these responsibilities, the Group has adopted risk management and internal control structure referred to as the ‘Three Lines of Defence’. The jobholder should ensure they understand their position within the Three Lines of Defence, and act accordingly in line with operational risk policy, escalating in a timely manner where they are unsure of actions required.
Through the implementation the Global AML, Sanctions and ABC Policies, supporting Guidance, and Line of Business Procedures the jobholder will make informed decisions in accordance with the core principles of HSBC's Financial Crime Risk Appetite.
The jobholder has responsibility for overseeing and ensuring that Operational risks are managed in accordance with the Group Standards Manual, Risk FIM, & relevant guidelines & standards. The jobholder should comply with the detailed expectations and responsibilities for their core role in operational risk management through ensuring all actions take account of operational risks, and through using the Operational Risk Management Framework appropriately to manage those risks.
This will be achieved by:
Continuously reassessing risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
Ensuring all actions take account of the likelihood of operational risk occurring, addressing areas of concern in conjunction with Risk and relevant line colleagues, and also by ensuring that actions resulting from points raised by internal or external audits, and external regulators, are correctly implemented in a timely fashion.
Act as a Relationship Manager by offering value-added advice to customers and placing their needs at the forefront of our activity, setting world class standards
Grow sustainable revenues from existing relationships and through acquisition of new customers in line with the Bank's risk appetite and policies
Proactively develop effective strategies to manage both existing and new relationships, by anticipating customer needs and providing a superior service and products
Deliver appropriate products and services in response to customer needs
Build a network of business introducers in the local professional and business communit
Uphold credit policy and lending guidelines whilst maintaining a balanced approach to risk management
Keep up-to-date on knowledge of HSBC’s international and domestic strategy, capabilities and policies, and of external factors influencing international and domestic business e.g. economic, cultural, geographical, procedural and regulatory requirements
Work collaboratively with product areas such as Payments and Cash Management (PCM), Trade and Insurance, and other Group partners to assess needs of international and domestic customers and offer solutions that meet their needs
Generate quality assets through the use of appropriate risk management tools, priced appropriately for risk and in line with customer needs
Protect the bank’s assets and reputation by performing due diligence on the customers and their businesses, monitoring for suspicious activity/transactions and taking appropriate action as per the operating policies