Counter Services Officer

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Summary of Main Tasks and Responsibilities

1. Customer Services

• Providing an effective servicing operation to all customers of the Retail Store
• Providing effective management of the Banks operational integrity standards ensuring that any breaches & potential losses are kept to a minimum
• Supporting the Counter team to ensure customer expectations in terms of efficiency, accuracy, timeliness and professionalism are met
• Overseeing the monitoring & control of Express Banking facilities in term of performance
• Audit, regular checks by internal compliance

2. Effective operations and productivity

• Endorse and provide support to the Retail Store Manager in the delivery of service & sales initiatives that enhance the service experience, including Mystery Shop Program (where this is in place)
• To ensure operational efficiency and cost control in accordance with policy standards and the Retail Store operating plan
• To ensure that laid down procedures are followed that protects the safety and security of our customers and staff
• Overseeing Retail Store costs and expenses to ensure that they remain within plan
• Provide support to the Front Office team when required in order to ensure a management presence is maintained as much as possible in the customer area & Service & Sales Floor Management is implemented
• Mystery Shopper program demonstrating quarter on quarter performance
• Feedback from Retail Store Manager and front line staff
• Monitoring & controlling Retail Store operational processes
• Monitoring & controlling Retail Store costs
• Maintaining an awareness among staff of all safety & security issues & that procedures in this area are always followed
• Feedback from Front Office team and customers
• Performance of the Front Office team during the time when managed by the Sales & Service Manager - Counter
• Responsible for the internal RBWM staff accreditation and ensuring compliance of regulatory requirements in respect of staff skills competency
• Assist the Retail Store Manager in the execution of the Retail Store Strategy, in particular through Staff Engagement initiatives and Personal Career Development
• Production of Global People Survey action plans and evidence of progress against actions identified
• All individuals accredited in line with compliance requirements

3. Leadership / Teamwork

- Provision of operational integrity related guidance to all staff and to provide support to the Retail Store Manager on improvements to service standards

- Training & development provided to Counter Team

- Assist / back-up Sales & Service Manager - Counter when required

Support other Branches / TOs as a Counter Officer when required

• Regular consultation with Service & Sales Manager - Front Office & 1:1s with front office staff to review Service and Sales performance

• Evidence of coaching provided and development plans for Retail Store team

4. Compliance with internal/external control, procedures, regulations and management of Risk

- Strictly follow Cash Handling Procedure

- Ensure satisfactory implementation of audit recommendations

• Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section B.1.2 of the Group Operations FIM

- Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators. Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided and optimizing relations with regulators

Qualifications Knowledge/Special Skills Requirements

• Proven ability in people and resource management including sales team leadership
• Previous experience in Retail service and sales
• In depth understanding of products and operational procedures
• Knowledge and understanding of relevant risk / compliance / audit standards
• Excellent interpersonal and communication skills
• Effective sales leadership skills including coaching and sales activity management on a team / one to one basis.
• Planning and organising skills
• Analytical skills
• Problem solving skills
• Complaint handling skills

Information :

• Company : HSBC
• Position : Counter Services Officer
• Location : Thành phố Hồ Chí Minh
• Country : VN