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Senior Sales Quality Assurance Manager Thematic Reviews and Complaints - Retail Banking and Wealth Management
July 10, 2019
Some careers shine brighter than others If you're looking for a career that will help you stand out, join HSBC and fulfil your potential.
Retail Banking and Wealth Management serves millions of customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.
We are currently seeking a high caliber professional to join our team as Senior Sales Quality Assurance Manager Thematic Reviews and Complaints.
Identify abnormal Wealth and Retail Banking sales trends and patterns to formulate plans on thematic and targeted Sales Quality Reviews to unveil potential risks
Assess and monitor Sales Quality Review approach, methodology, process and reporting, which result in potential impacts on sales force performance and incentives
Foster the fair assessment and conclusion of mis-selling complaints
Ensure quality of outputs on Sales Quality Reviews to align with the Conduct Outcomes
Escalate potential misconduct and regulatory breaches to Regulatory Compliance, Global, Regional Sales Quality and relevant Governance forum and committee
Support the sales channels colleagues to get things right in the first place as to achieve the suitable customer outcomes.
Monitor adequate staff resources with the required skills and qualifications to carry out their roles
Initiate and drive implementation of robust detection mechanisms to monitor quality delivery of Wealth and Retail Banking sales in respective Channels
Be role model and encourage the team to pro-actively engage with the sales force, relevant stakeholders and industry players
Provide technical support and guidance to team members
Ensure external and internal regulatory guidelines are consistently applied to assure the operational integrity of the team and to highlight any compliance breaches or procedural issues
Lead the team by setting achievable and measurable objectives according to HSBC Values, RBWM business focuses, personal development plan and review individuals and team performance regularly
Support team to execute and practise the Bank's healthiest human system
Mobilize team resources to support other Sales Quality functions as and when needed
University degree in an appropriate discipline
Developed leadership skills, not only at a team level but also able to engage and drive at multiple levels, internally and externally
Ability to drive the agenda, influence and communicate at multiple levels of the organization
Self-starter, comfortable working with concepts, ambiguity and on their own initiative
Ability to manage upwards, representing the Sales Quality function in discussions with key stakeholders to make trade-off decisions
Excellent people management skills and experience, with the proven ability to influence others and drive quality performance
Ability to manage downwards, giving guidance and support to team and escalating critical issues to Global and Regional levels and RBWM management
You'll achieve more when you join HSBC.
Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. #LI-MH1
Internal Number: 6108058
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