Branch Operations and Service Supervisor - Abu Dhabi (UAE National role)
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Key skills for this role
About the Role
HSBC seeks a Branch Operations and Service Supervisor in Abu Dhabi to oversee sales operations, cash management, and customer service at a wealth center. The role requires previous branch operations experience, knowledge of banking products, and a graduation degree.
Key Skills for This Role
Responsibilities
- Assist the Branch Manager to plan, direct, control sales & services, specifically, to lead IWPB teams and ensure excellent quality service is provided and cross sell opportunities are maximized
- Support the Branch Manager in the delivery of customer driven service & sales, efficiency of service capability, operational quality and control of costs to meet the branch plan
- Establish and maintain the highest standards of service quality
- Ensure Sales Floor Officer (SFO) is effectively run within the branch and is an integral part of branch operations
- Monitor and control all operational matters
- Ensure that common frauds/errors/irregular transactions are identified and appropriate action is taken
- Assist Branch Management in ensuring smooth functioning and implement audit recommendations
- Ensure compliance with Group’s policies, money laundering deterrence, risk containment and strengthen the Money Laundering and Compliance Policy
- Direct and control provisions of back office support services to Retail and Wholesale customers
- Develop and manage the customer service experience for customers at information counters
- Deliver fair outcomes for customers and ensure own conduct maintains orderly and transparent operation of financial markets
- Check vouchers to ensure processed in accordance with FIM/ Cash Handling Procedure /Line of Business Procedures
Requirements
- Previous experience in Branch Operations is preferable
- In depth understanding of banking products and procedures
- Knowledge and understanding of relevant risk/ compliance/ audit standards
- Excellent interpersonal and communication skills
- Planning and organizational skills
- A graduation degree is essential for obtaining a UAE visa and work permit
Full Job Posting
Overview
- This position is responsible for an effective supervision of the sales operation support, floor and cash management at the branch in accordance with the Bank’s procedures as well as the Cash Handling Policy.
- The jobholder is required to work closely with all Branch staff (Sales & Service and Branch Teller & Service Officers) in terms of customer experience, wait time, complaints, services, referrals, and cash arrangements above standard limits.
In This Role, You Will
- To assist the Branch Manager to plan, direct, control sales & services, specifically, to lead IWPB, teams and to ensure excellent quality service 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 & sales, efficiency of service capability, operational quality and control of costs to meet the branch plan.
- Establishing and maintaining the highest standards of service quality.
- Customer contact management.
- Ensuring Sales Floor Officer (SFO) is effectively run within the branch and is an integral part of branch operations.
- Monitoring and controlling all operational matters.
- Jobholder is to ensure that common frauds/errors/irregular transactions are identified, and that appropriate action is taken in accordance with the procedures.
- To assist the Branch Management – plus officers in ensuring smooth functioning of the department and implement the audit recommendations.
- To ensure compliance with the Group’s policies, money laundering deterrence, risk containment and to re enforce/strengthen the Money Laundering and Compliance Policy.
- A part of the role purpose is to direct and control provisions of back office support services to Retail and Wholesale customers (Wholesale remittances / Tools delivery / Safe custody items/ cheque return) so as to maximize efficiency and to ensure delivery of services that are well within the Bank’
- Develop and manage the customer service experience for customers at information counters.
- Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
To be successful in the role, you should meet the following requirements
- Previous experience in Branch Operations is preferable.
- In depth understanding of banking products and procedures.
- Knowledge and understanding of relevant risk/ compliance/ audit standards.
- Excellent interpersonal and communication skills.
- Planning and organizational skills.
- A graduation degree is essential for obtaining a UAE visa and work permit. If your university certificate is from outside the UAE, up to date attestations and equivalency are also mandatory (Recognition of Higher Education Qualifications Issued Outside The UAE
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