Manager, Direct Sales Operations

**Some careers have more impact than others.**

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. 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.

Sales, Distribution and Business Development plays a vital role in understanding and meeting customer needs by offering the right solutions through the right channels to the right customer segments. The team is responsible for implementing distribution strategy, driving the delivery of market leading personal banking customer experiences and thereby maximising customer satisfaction.

We are currently seeking a high calibre professional to join our team as a **Manager, Direct Sales Operations.**

**Principal Responsibilities**

The key purpose of the role is to provide timely and quality support to Direct Sales channels (EBS, Mortgage & Retention and Third Party Sales Agents) in processing of submissions on retail products, ensure smooth daily operations and reporting on sales related performances, numbers and information.
- Maintain MIS report, campaign tracking and initiatives reports for effective sales management, decision-making and analysis
- Collate and track Quality At Source (QAS) from reports and generate outcome analysis
- Maintain accuracy in referral pay out for sales channels and business related referrals
- Daily reporting on sales managers’ performance
- Ensure smooth and efficient handling of retail products submissions and acceptances to GSC/SD
- Liaise with external parties, support channels and internal departments on new initiatives and processes for Direct Sales channels
- Create and improvise on workflows and process that are related to the channels
- Investigate and provide update and solution on escalated issues.
- Dissemination of information, changes and updates to the channels for smooth implementation
- Maintain and update processes and relevant channels records.
- Submit to Accounts Payable/Buysmart for vendor payment / staff reimbursement
- Tracking of cross sell products (i.e. Insurance and investment etc.) and campaign numbers and outcome
- Referral tracking and fulfilment of successful referrals
- Maintain quality of work and efficiency through coaching and mentoring for Direct Sales Operations Team
- Review and close gaps identified as non-compliant
- Maintain records, manuals and approved procedures

Key Performance Indicators
- Accuracy of MIS reports for management, incentive, campaign reporting etc.
- Timely submission of reports within deadlines
- Effective communication with internal departments to ensure information is updated and accurate for channels dissemination
- Efficient workflows and processes to enable productivity for the Direct Sales channels and improve SLAs
- Facilitate investigation of issues raised and ensure proper and correct escalation for more efficient resolution of issues
- Manage Quality At Source (QAS) rates and Credit Bureau Checks (CBS) errors
- Timely dissemination of information, changes, updates and leads within reasonable time frame for action
- Regular updating of processes, and channels’ related records
- Regular checks to ensure compliance of Group’s standards and controls and Reporting of compliance breaches and putting control in place for prevention

Requirements

**Requirements**:

- A diploma with at least 5 years of relevant working experience in handling retail products
- Proactive, energetic and meticulous and able to work independently in a fast-paced environment
- Perform well under pressure
- Proficient with MS Office (i.e. Word, Excel etc.)
- Keen eye for details and able to multi task

To be considered for this role, the relevant rights to work in Singapore is required.

**You’ll achieve more when you join HSBC.**

Issued by The Hongkong and Shanghai Banking Corporation Limited.