Universal Banker- Ludhiana

Location : Ludhiana

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Business Descriptor:

International Wealth and Premier Banking (IWPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities, and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs.  International Wealth and Premier Banking provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

 Job Introduction

The Universal Banker (UB) role within HSBC's International Wealth and Premier Banking (IWPB) is pivotal in executing a multiyear growth strategy. This strategy is centered on positioning HSBC as a global bank committed to India's long-term growth story, leveraging its full scale of global capabilities. The business is poised for expansion, with plans to add 14 more branches to its existing fleet of 32 branches. The Universal Banker will play a crucial customer-facing role, servicing primarily walk-in customers and managing their requirements to ensure satisfaction. This role is integral to delivering effective branch customer interface functions in the front office and teller areas, aligning with the TCF principles to transition from mere transaction processing to need-based sales.

Principal Responsibilities

• Ensure effective delivery of branch customer interface functions to achieve high levels of customer satisfaction and operational efficiency.
• Implement TCF principles in daily customer interactions, transitioning from transaction processing to need-based sales.
• Maintain branch hygiene standards by ensuring promotional materials are correctly displayed and the banking hall and ATMs are clean.
• Manage customer complaints and escalations to ensure a positive customer experience.
• Migrate customers to alternate delivery channels in a friendly manner.
• Adhere to operational standards set by the bank, maintaining control over customer deliverables and implementing audit recommendations.
• Attain key performance indicators (KPIs) by acquiring new customers and cross selling credit card, personal loan and general & wealth insurance products.
• Meet KPIs for referrals and cross-selling opportunities.

Education Qualifications / Certifications and Requirements

• Graduate degree
• Experience ranging from 2-3 years

Other Requirements (Knowledge and Experience)

• Holistic understanding of branch operations and processes within the bank.
• Sound understanding of the company's customer service requirements.
• Exceptional and updated knowledge of banking products, systems, and processes.
• Ability to establish mutual respect and trust in dealing with others, working effectively as part of a team.
• Demonstrated business focus and customer orientation, providing exemplary service.
• Awareness of AML risk and adherence to regulatory guidelines and internal AML & Sanction Policy.
• Ability to manage and fulfill customer requirements to their satisfaction, ensuring a positive customer experience consistently.

Skills

• Exceptional Communication Skills: Ability to convey information clearly and effectively across various channels.
• Strong Interpersonal Skills: Capable of building and maintaining positive relationships with colleagues and clients.
• Highly Organized: Demonstrates meticulous attention to detail and efficient task management.
• Collaborative Team Player: Works well within a team, contributing to collective goals and fostering a supportive environment.
• Proactive and Efficient: Acts swiftly and decisively to achieve objectives, ensuring timely completion of tasks.

 Regulatory Certifications:

• FEDAI, NISM (Demat), and IRDA certifications are preferred or should be obtained / transferred to HSBC mapping within 3 to 6 months of onboarding

As an employee, you are required to perform your duties in a professional capacity exercising independent judgement, discretion and decision-making authority in planning, organising, directing work, supervising and appraising the work of team members, as applicable; and taking accountability for delivery outcomes. You will represent the organization with relevant internal and external stakeholders. You will allocate and prioritize work, provide direction and feedback, manage team capacity and leave in line with policy as applicable.

 Pro-tip : Familiarity with AI-enabled tools is an advantage. 

Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required

You’ll achieve more at HSBC.

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.

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