Head of Branch Operations and Omnichannel

-Job description

**Some careers grow faster 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.

HSBC Wealth Management leads the Asia-Pacific implementation of our global strategy to deliver world-class solutions to retail and private clients seeking to grow, protect, preserve or transfer their wealth. This involves the development and management of needs-based solutions covering foreign exchange, deposit, investment, insurance and financing products, as well as the provision of suitable market insights and updates, financial planning and advisory services.

We are currently seeking a high calibre professional to join our team as a **Head of Branch Operations and Omnichannel Experience**

**Principal Responsibilities**

The jobholder plays a key role and is responsible to create and develop strategy for branch network operations thereby delivering transformational change and omnichannel service excellence.

Working closely with the Branch Directors and Customer Service Managers, the incumbent will value add in the running of the day to day operations by ensuring that the team understands processes, risks and manages these risks well. At the same time, he/she will meet the high level of service standard to our customers, ensuring customers are treated fairly.

The job holder will also deliver transformational changes in branch operational performance through initiatives which are fully aligned with the related global programmes.

The jobholder is required to have a broad knowledge of branch operations and depth of understanding relevant internal and external regulations and guidelines to help ensure that branches are able to manage their risks well both by knowledge and practice.

**Business & Sales Strategy**
- Deliver transformational changes in branch operational performance through initiatives which are fully aligned with the related global programmes
- Digitalization and Change: Strategize, formulate and country lead to drive adoption of technology, digitalization, and automation across branches to manage operational Efficiency, Effectiveness and deliver Top class customer experience when interacting with channels. Utilize knowledge and expertise within HSBC Group to drive change
- Bring in new process and innovative technology, exploit and leverage on available system features in order to develop new business opportunities aligning a broad understanding of the business strategy, current practices and system capabilities internally and externally
- Provide a high level of momentum for transformational change whilst ensuring commonality of solutions and standardization of product and process, in conjunction with customer group and key stakeholders
- Responsible for leading a team of Customer Service Managers, Premier Service Managers and Universal Bank Ambassadors to achieve branch service excellence and Retail Sales targets.
- As part of first line of defense, to ensure that the branches have a strong capability (both knowledge and experience) to enable them to perform their day-to-day management of operational risk
- Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
- Monitoring the branch operations performance and implementing solutions to achieve productivity and efficiency
- Help identify areas / issues that arises from the day-to-day operations, items which may require escalation eg: MSII to aid in the strong governance of the WPB risk control
- Represent Branch Network in liaison with business partners in process streamlining initiatives and projects that cut across business segments
- Responsible for overall Distribution Strategy and footprint for overall Network
- Responsible for end to end service journey and protocols to ensure highest customer experience and satisfaction
- Own the delivery and embedment of key business changes within the Branch Network
- Manage and work with individuals across functions and operate effectively in a highly matrixed role on a local and global basis

**Client Focus / Stakeholders / Customer Experience**
- Client Focused approach to balance client experience and operational control
- Represent Branch Network with stakeholders to ensure smooth delivery of processes and execution of client transactions
- Identify opportunities/ execute initiatives that can support the delivery of customer excellence.
- Put forth recommendations to improve customer experience in processes, systems, operations and administration without compromising on business risks
- Develop communication strategies and encouraging process improvement ideas in line with controls and compliance within onshore branch n