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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 20 more branches to its existing fleet of 26 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 promoting credit card and general insurance products