Assistant Manager ORA : 00008NYO

Employment Type: Regular

To manage the execution of the strategy ensuring risk elements are identified and mitigated, for a medium-large sized Market or Community Branch area that performs tasks that are moderately complex and varied in nature.

In a medium to large complex branch this position is expected to oversee and specifically manage compliance and risk related activities, ensuring elements are identified and mitigated for entire branch team (referred to as Branch Compliance role).

Impact on the Business

• Depending on Branch needs, the following may require cross branch access and oversite:
• Primary focus is to oversee operations, risk and administration within functional area and / or branch with the objective to achieve a minimum of the target rating on all internal audits/reviews.
• In a medium to large complex branch, the Branch Compliance role will be specifically responsible for supervising branch compliance functions and will assume duties of: HIFC Branch Manager (HBM), Privacy Administrator, Branch Compliance Officer, Health & Safety management, etc. Individual will ensure all branch activity is in compliance with regulatory requirements, HIFC policies and procedures and Group standards.
• Provide guidance and support for the work of others within the Branch including ongoing management responsibilities such as coaching and providing guidance to team members, delegating work flow, motivating, and following up on and resolving internal / external inquires and issues.
• Communicate clear objectives and operational quality standards to the team.
• Oversee and monitor the quality of work and provides feedback on the degree to which operational standards are met.
• Oversee and monitor operations and risk activities such as custodian for cash, combinations, keys, and negotiable securities ensuring procedures and relative records are maintained in accordance with established guidelines.
• Co-ordinate scheduling of staff to ensure proper coverage for the day to day operation of the Branch.
• Search for precedents or opportunities for continuous improvement.
• Communicate and monitor clear objectives, targets, and operational quality standards to all relevant groups (e.g., within team).
• Ensure compliance, operational and system controls in accordance with HSBC regulatory standards and government regulations. Assumes role of Privacy Administrator, Branch Compliance Officer, Health & Safety, etc.Where required role will also serve as either primary or backup HIFC Branch Manager.
• Direct and oversee more complex servicing and support activities such as estates and loss prevention measures.
• Implement operational processes, policies, systems, and practices within the team / functional area that contribute to effective practices and reduced risk.
• Act as a change agent and project sponsor for key initiatives; models HSBC’s values, sets the cultural tone, and prioritizes business goals.

Customers / Stakeholders

• Identify, understand and anticipate customer needs in order to provide excellent service and support.
• Act as primary point of contact (or secondary as appropriate) for complex operational inquiries involving internal and external parties.
• Oversee, and monitor customer complaints and where possible handles resolution appropriately and or escalate complex or unsual issue to higher levels.
• Primary or Back up HBM role supervises the mutual fund sales business conducted within the branch (approve new accounts and monitor trading activity) and Act as the primary point of contact for mutual fund customer inquiries requiring escalation.
• Ensure customer expectations are exceeded in terms of speed, efficiency, certainty and professionalism either face to face or through an alternate channel.
• Responsible for training and development in relation to Know Your Client (KYC) processes, policies, activities and reporting on behalf of functional area and / or branch.
• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.

Leadership & Teamwork

• Lead team-based approach in anticipating and managing customer needs.
• Lead, engage and promote the culture of Treating Customer Fairly in the team
• Oversee the recruitment, selection and orientation of new employees. Works with branch leadership team to identify potential leaders from within the organization.
• Provide input for staff performance reviews on quarterly basis to identify areas for improvement.
• Provide training and development to others as related to operational and risk items.
• Provide open access for employees and customers to build rapport, discuss issues, and resolve concerns.
• Build the capabilities of the team to enhance their ability to achieve financial and operating strategy.
• Hire appropriately, leverage the talents of the team, identify potential leaders from the team, and take corrective action where necessary.
• Participate in business development programs within area of specialty to enhance product knowledge.
• Actively refer customers to other areas of HSBC where appropriate.
• Demonstrate HSBC Group Leadership capabilities and HSBC values and behaviours.
• Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices.
• Promote an environment that supports diversity and reflects the HSBC brand.

Operational Effectiveness & Control

• Ensure branch or work area is maintained in accordance with HSBC standards.
• Provide input to Branch Manager to assist with leading and developing an effective team through communication, performance management, development plans and reward/recognition practices. Cultivate an environment that supports diversity and reflects the HSBC brand.
• Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
• Complete other responsibilities, as assigned.

Role Context

• Overall, work is moderately complex involving mostly routine and some non-routine situations / challenges.
• Work is specialized in nature and performed under general direction according to established methods and processes.
  Branch compliance (AML, TF and FCAC) work is complex and requires industry experience and excellent knowledge of HSBC Group and local regulatory policies, practices and legislation
  HIFC compliance related work is complex and requires industry experience and excellent knowledge of HSBC policies and practices and applicable securities legislation and MFDA By-laws and Rules.
• Position will provide guidance and oversight to more complex circumstances and will have designated authority within assigned limits.
• Work is specialized in nature and performed under general direction according to established methods and processes.
• Requires considerable initiative and independent judgment in completing work, with unfamiliar situations or challenges addressed by the next level manager.
• Problem resolution involves judgment in applying or adapting procedures to address situations as well as searching for or setting precedents for continuous improvement.
• Outcomes are reviewed in terms of adherence to general policies, accuracy of methods, continuous improvement, and general efficiency.
• Decisions have a direct impact on the functional area, other potential business units, customers and direct reports.
• May work in call centre or branch environment where systems are available in meeting services quality objectives.
• May be required to work shifts outside of regular business hours in a call centre environment.
• May be required to travel within region to fill management responsibilities.

Management of Risk

• Ensure compliance of both general and anti-money laundering and anti-terrorist financing (AML/ATF) compliance controls as well as operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
• Operational risk
• People risk
• Legal risk
• Security and fraud risk
  and reputational risk
• Promote a Culture of Compliance

Observation of Internal Controls

• Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

Qualifications

• University / College degree or equivalent work experience.
• Requires industry-specific courses to serve as primary or back-up HIFC Branch Manager. To serve as primary HBM the incumbent requires:
• Proficiency requirements*
• Registerable as the BM under the applicable securities legislation
• 3 – 5 years of related work experience.
• 2 years experience selling mutual funds
• Excellent problem solving skills to resolve issues within own functional area and /or across functional areas.
• Excellent communication and customer service skills.
• Excellent interpersonal skills to support the building of strong relationships with diverse groups of people.
• Excellent knowledge of HSBC’s products / services.
• Excellent knowledge of HSBC’s policies, practices, procedures and systems within own area.
• Excellent understanding of legislation and regulations as they apply to own area.
• Experience assisting with the performance management of direct reports through a performance management process.
• Experience managing multiple projects with multiple deadlines.
• Must be mobile in local area.
• Proficiency requirements could include any one of:
• Canadian Securities Course;
• Canadian Investment Funds Course; or
• Investment Funds in Canada AND the Branch Manager Course offered by CSI or IFIC; or
• A Branch Compliance Officers Course offered by Investment Funds Institute of Canadian Bankers.
• World Selection Portfolio certification (training provided by Asset
• Management Canada, AMCA).
• Aware of and understands how own area of the business performs (e.g., is profitable, conserves costs, etc.).
• Ability to speak / understand a Cantonese and Mandarin is required.

Job Field : Retail / Branch Banking
Primary Location : North America-Canada-British Columbia-Vancouver
Schedule : Full-time Shift : Day Job
Type of Vacancy : Region vacancy
Job Posting : 17-Jan-2017, 16:07:32 Unposting Date : 25-Jan-2017, 02:59:00