Job Description

Opening up a world of opportunity.
We're a financial services organization serving more than 39 million customers across the globe through our Wealth & Personal Banking, Commercial Banking and Global Banking & Markets businesses. We?re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of new opportunities for our customers, our people and our communities.
Wealth and Personal Banking
We help clients to manage, protect and grow their wealth. We offer a range of services from personal banking, mortgages and loans to investment, savings and wealth management products. Our international network and breadth of expertise enables us to support individuals, families, business owners, investors and entrepreneurs around the world.
About the role As Senior Personal Banker, you will work within a customer facing capacity, delivering an outstanding customer experience, identifying and fulfilling all customer needs at first point of contact. You will be responding to all servicing queries and directing customers to the most appropriate service channel. You will also be required to undertake a range of customer service management tasks. This includes the development of efficient processes as a key activity to drive continuous improvement of service and operations. You will also mentor and develop team members to support the improvement of knowledge, skills and capability of the overall team.
Your Responsibilities

• Identify and understand customer needs in order to complete transactions and resolve issues efficiently
• Be a brand Ambassador for HSBC, offering products, services and educating customers on a variety of convenient digital solutions
• Deliver fair outcomes for our customers while maintaining HSBC?s transparent operations within the financial markets
• Promote and contribute to a team-based approach in delivering superior and courteous service for all clients and achieving overall operations
• Cultivate an environment that supports diversity and reflects the HSBC brand
• Co-ordinate scheduling for the Personal Bankers ensuring adequate coverage for the day to day operation of the branch.
• Ensure the accurate and timely processing of all activities related to servicing and supporting activities of your assigned area
• Handle sophisticated issues raised to you and provide approvals or signing authority when required
• Support the HSBC Investment Funds (Canada) Branch Manager?s role while they are absent
• Supervise the Mutual Fund Sales conducted within the branch (new accounts and trading activity) and act as the primary point of contact for mutual fund customer inquiries requiring attention
• Follow procedures and training that adhere to internal and external quality, audit, compliance, regulatory, standards, and policies including but not limited to anti-money laundering and anti-terrorist financing (AML/ATF)
• Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks

Requirements

• 1 year of experience in a similar role and 2 years of experience selling Mutual Funds
• Registerable as the Branch Manager under the applicable securities legislation
• Effective communication and social skills enabling leadership of a team and excellent customer service, even through conflict resolution
• Strong analytical and critical thinking skills
• Proven ability to learn and operate new software and technology
• High attention to detail with advanced time management and organizational skills
• Ability to remain focused and flexible through changing priorities
• Demonstrable experience promoting online and digital engagement tools with customers
• Willingness to be mobile within the local area
• Fluency in Mandarin and/or Cantonese is an asset

Licensing / Accreditation

• Mutual Fund Licensing - completed Investment Funds in Canada Course or Canadian Securities Course; AND
• Branch Manager Course offered by Canadian Securities Institute or Investment Funds in Canada; or a Branch Compliance Officers Course offered by Investment Funds Institute of Canadian Bankers.

HSBC Proud HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. We encourage all Black people, Indigenous People of Canada and people with disabilities to self-identify in their applications. Please contact our Canada Careers mailbox (careers@hsbc.ca) with any additional inquiries or for support and reasonable accommodations during the selection process. If this is not the ideal role for you, we invite you to sign up here to our Talent Community so we can update you about job opportunities and career events in your area of interest. We are always looking for people with purpose and ambition who can help build the bank for the future.