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Senior Vice President, Regional Manager
HSBC
New York, NY, United States
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Description
Lead a local collection of Areas/Branches to support the Head of US Retail Network Banking in profitably growing clients and revenues through the execution of Network strategy within their Region. In partnership with Wealth, Mortgage, Retail Business Banking and Unsecured Lending, accountable for the implementation of face-to-face delivery of the RBWM Network plan including overall structure, sales goals, profit and loss performance, leads/sales prospect management and overall customer experience. Accountable to ensure the delivery of fair outcomes for our customers and ensure both own and employee conduct maintains the orderly and transparent operation of financial markets. Ensure all critical risk tasks are conducted thoroughly, such as KYC, Anti-Money Laundering and workflows to control and manage governance, risk management and compliance standards
Work with National Sales Director and Wealth Sales Managers to coordinate the management and supervision of the acquisition, development and retention of traditional and non-traditional banking, investment, insurance and mortgage products to potential customers as well as the introduction and sales of those products to current customers within an assigned Region. Ensure all sales teams within their Region are positioned around Premium RBWM propositions and solid execution of strategy in assigned region to meet client needs through a needs based consultative sales process, increase client share of wallet and cross-sell across product and distribution channels.
Job Holder, operating in a highly competitive, complex, regulatory, global environment, will lead their Region through this transformational journey in the US, maintaining Group and local standards for regulatory compliance and adherence to HSBC’s policies and procedures.
Impact on the Business
• Achieve region / area KPIs/targets and Retail Network objectives as defined.
• Deliver initiatives to generate income, contain costs, migrate / reduce operational losses and strengthen community relationships.
• Deliver the Face-to-Face component of the Retail Network RBWM plan including overall structure, sales goals, Profit and Loss performance and leads/sales prospect management.
• Develop the organisation’s change management capabilities, to ensure that the full benefits of change initiatives are realised.
• Drive projects in response to market changes and opportunities in line with RBWM strategy.
• Accountable for the performance of their Region / Area.
• Direct the migration of low value, high volume activities to direct channels.
• Deliver maximum sustainable contribution by deploying product, service & channel propositions.
• Articulate customer needs, behaviour and preferences to proposition and product teams to ensure identified customer needs are reflected in marketing and product development.
Customers / Stakeholders
• Promote the Group’s global brand and be a champion for the HSBC Brand in the US; promote the Bank’s profile in the community and drive others to do the same. Drive the HSBC customer recommendation.
• Partner effectively with direct channels and ensure a seamless customer experience and maintain strong communication links with key partners and stakeholders to support the effective implementation of multi-channel strategic plans.
• Develop and maintain an expert knowledge of customer base, market trends and competitor activities to influence or adjust Area strategic direction accordingly. Seek continuous improvement in people and process.
• Direct the implementation of strategies in the Region to drive and expand customer relationships through consistent sales and service.
• Oversee the customer journey and ensure the customer experience and sales opportunities are optimized and the customer experience is consistent. Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
• Establish a community presence through the implementation of call programs and active participation in industry associations and community organizations. Ensure we meet all CRA requirements associated with the Area.
• Accompany sales personnel on calls for larger and/or more complex accounts and/or clients.
Role as a broker-dealer Registered Representative:
• Directly manage licensed sales professionals (LSPs) within the Region ensuring attainment of established goals, consistent with Group, local and regulatory standards.
• Coach licensed sales professionals related to client engagement and discovery of client needs. When needs are discovered, referral of all investment and insurance opportunities with both potential and existing customers are referred to Advisors (supervision is from HSBC Securities (USA) Inc.).
• Meet established sales objectives and contribute to maximized economic profit.
• Ensure compliance with Company Non-deposit Investment Product policies and procedures, including the requirements of the Interagency Statement on Retail sales of Non-deposit Investment Products
Leadership & Teamwork
• Lead and develop an effective team of Area Managers, Branch Managers and their teams through communication, performance management, development plans, coaching and implementation of reward/recognition practices.
• Resource all areas of the assigned region appropriately by recruiting and retaining the highest quality, customer-centric people. Foster a customer-centric ethos and use customer insight to continually enhance the customer experience.
• Ensure development of acquisition skills is in place.
• Ensure effective succession plan is in place.
• Individuals are responsible for the work of other managers.
• Communicate a clear vision for RBWM that is aligned to the overall HSBC vision, Values and goals, and inspires and engages people to create an inclusive, high performing, customer-centred culture.
• Lead, develop and motivate the leadership team to attract, retain and develop the capacity, capability and talent to provide for succession and ensure delivery of business objectives.
• Set expectations, share best practices and manage, monitor, coach and develop team leaders and others to ensure that they maximise their performance, meet the required standards, and continuously develop their capabilities and experience.
• Lead and encourage constructive cross-country and cross-business teamwork by demonstrating collaboration and challenging actions and behaviours that are not consistent with HSBC's diversity policy and/or the best interests of the business and its customers.
• Ensure activities are consistent across branches and with the provision of superior customer service with a customer-driven approach.
• Create an environment that engenders HSBC's desired culture and facilitates ongoing investment in its people.
• Exhibit leadership within assigned Region to develop and implement new marketing concepts and plan ideas.
• Manage and guide staff in the sales process model, personal financial review, product knowledge and proper sales techniques of traditional and non-traditional products to current and potential clients to expand and promote an environment that supports diversity and reflects the HSBC brand.
• Other duties as assigned.
Operational Effectiveness & Control
• Continually reassess the operational risks associated with the role,and inherent in the business,taking into account the changing economic and/or market conditions, legal and regulatory requirements, operating procedures and practices, management restructuring and the impact of new technology.
• Manage the processes, infrastructure and resources needed to deliver agreed team plans and targets, identifying and implementing improvements and collaborating with colleagues to maximise end-to-end integration, effectiveness and efficiency.
• Maintain a robust and efficient control environment across assigned region to ensure strong operational, financial, project management and compliance with HSBC policies and procedures, together with early identification and effective resolution and/or escalation of issues that arise.
• Contribute to the development, implementation and maintenance of a management information, analysis and reporting framework that supports and informs timely and effective business management and decision making at all levels.
• Implement and monitor the application of policies, governance frameworks, procedures, practices and standards to ensure quality, effective risk management and regulatory compliance.
• Oversee all face-to-face activities and related operational and support activities to achieve operating plan.
• Execute a strategy that migrates routine and lower value activity to direct/assisted channels to allow branches to focus on high value sales and transactions.
• Ensure credit policies, audit and regulatory requirements are followed across the Region. Ensure development and strengthening of team skills to ensure the right people are in the right position.
• Provide strong oversight over all regulatory and compliance matters, including the management of operational risk for assigned Region. Ensure Anti-Money Laundering (AML)/Know Your Customer (KYC) meet all regulatory and Group standards. Foster ethics that make adherence the way we do business.
• Implement the Group compliance policy locally by limiting and/or mitigating compliance risk in liaison with the Head of Group Compliance, Global Business Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators.
Management of Risk
• The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.
• This will be achieved by consistently displaying the behaviours that form part of the HSBC Values and culture and adhering to HSBC risk policies and procedures, including notification and escalation of any concerns and taking required action in relation to points raised by audit and/or external regulators.
• Through the implementation the Global AML, Sanctions and ABC Policies, supporting Guidance, and Line of Business Procedures the jobholder will make informed decisions in accordance with the core principles of HSBC's Financial Crime Risk Appetite.
• Ensure all actions take account of the likelihood of operational risk occurring, addressing areas of concern in conjunction with Risk and relevant line colleagues, and also by ensuring that actions resulting from points raised by internal or external audits, and external regulators, are correctly implemented in a timely fashion.
Observation of Internal Controls
• The jobholder will adhere to, and be able to demonstrate adherence to, internal controls and will implement the Group compliance policy by adhering to all relevant processes/procedures.
• The jobholder will implement the Group compliance policy by adhering to all relevant processes/procedures. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
• The jobholder will implement measures to limit and/or mitigate compliance risk across the assigned region This will be achieved by liaising with the Compliance department regarding business initiatives at the earliest opportunityand, when applicable, by ensuring adequate resources are in place and training is provided that fosters a compliance culture and optimizes relations with regulators.
Qualifications
• Minimum of twelve years proven and progressive branch banking and/or business banking experience or equivalent, including a minimum of six years proven and progressive management experience or equivalent.
• Bachelor’s degree in business, finance, related field or equivalent experience.
• Series 6, 26, 63 or higher and Life and Health insurance licenses; FINRA registrations required to coach licensed sales professionals related to client engagement and discovery of client needs. When needs are discovered, referral of all investment and insurance opportunities with both potential and existing customers are referred to Advisors (supervision is from HSBC Securities (USA) Inc.).
• Strong people management, sales management, planning, financial, leadership, motivational and communication skills.
• Strong ability to use numerical data to develop tactical plans within the context of defined strategic plans and change them as warranted by results.
• Thorough knowledge of the lending and credit approval process, pertinent regulations impacting retail banking activities and delivery systems and channels, including market potential.
• Strong understanding of the nature of the markets serviced.
• Thorough understanding of the customer experience and its importance in maintaining and expanding account relationships.
• Ability to provide robust activity management principles, through strong coaching, leadership and sales management skills to drive daily sales activities.
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