Sales and Service Manager

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

The role purpose is assist the branch manager to plan , direct, control sales and services , specifically  , to lead WPB, teams and exceed targets set for the segments, and to ensure excellent quality services is provided and cross sell opportunities are maximized, while maintaining the required controls.

To support the Branch Manager in the delivery of customer driven service and sales, efficiency of service capability, operational quality and control of costs to meet the branch plan. This will be achieved by continually improving the standards of customer driven behavior and by delivering a robust service and sales culture through the following.

·         Establishing and maintaining the highest standards of service quality.

·         Customer contact management.

·         Ensuring sales floor management (SFM) is effectively run within the branch and is an integral part of branch operations.

In this role, you will:

·         Optimise the potential value of the customer base

o    By directing/coordinating/monitoring/reviewing sales and referral activity, analyzing resource requirements, monitoring overheads and implementing measures to increase productivity

o    By daily monitoring of SSO activity levels, in conjunction with the Sales and Service Staff, action planning where appropriate    

o    By recognizing & developing opportunities for cross-sales

·         Take accountability for the performance of the team and all that they do, contributing to the successful delivery of ‘Best in Class’ standards whilst remaining within key operational performance parameters (sales and operational targets).

·         Understand Business Intelligence data and be able to translate it into individual team performance plans.

·         Enhance quality of customer service and ensuring that HSBC is the natural banker of choice.

o    By ensuring a consistently high level of customer service through seeking ways of streamlining and improving turnaround times by effectively dealing with customer complaints and achieving ongoing improvement in the Customer Satisfaction Rating

·         Take full accountability for the Leadership, coaching, performance, and absence management of the team.

·         Drive and coach performance improvement of your team to achieve a high-performance culture, adhering to the relevant procedures under a defined coaching scheme and through pro-active 1:1s and motivational sessions (including mid-year and year-end performance reviews)

Requirements

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

·         Minimum a bachelor’s degree in business, related field or equivalent experience

·         Minimum two- year previous experience as a Lending Executive together with suitable Credit Training.

·         Minimum five-year experience of dealing with WPB customers and through dealing with a diverse range of WPB products and services.

·         Minimum three-year experience in a retail branch at executive level. Should have attended a Practical Business Finance course.

·         Motivational, leadership and management skills

·         Time management and organizational skills

·         Knowledge of CRMS, Group HUB System (gained through working in an operations/role).  Basic PC and keyboard skills are useful (can be gained from relevant courses).