Branch Manager

1 week ago

Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank Full time

About the Role

As a Branch Manager at DBS Bank, you will be responsible for leading a team of sales and customer service professionals to deliver exceptional customer experiences and drive business growth.

Key Responsibilities

A) Sales and Business Development

  • Lead and drive sales performance on a team basis through needs-based selling and service compliance to achieve branch business objectives and sales targets.
  • Conduct business planning to identify branch-specific opportunities and introduce new sales initiatives to boost branch performance.
  • Ensure CRM call activities are in line with Relationship Management Model and weekly sales planning are properly executed to achieve growth and retention targets.
  • Prioritize staff's focus sales activities and conduct regular review meetings to maximize their sales capacity and effectiveness.
  • Work with the Customer Service Manager to ensure an effective referral program is in place and targets are achieved by customer service staff.
  • Maintain business and social contacts for the purpose of managing and developing business, improving penetration, and expanding customer base.
  • Perform regulated activities and TR insurance activities.
  • Reflect customer feedback and competitive situation and recommend suggestions to the District Head.

(B) People Management and Development

  • Effectively deploy resources at the branch to maximize productivity within and across teams.
  • Identify critical training needs of sales and customer service staff, coach, and develop staff to meet performance standards.
  • Supervise staff's day-to-day performance and maintain discipline.
  • Communicate clearly and promptly through regular briefings/meetings and give ongoing motivation, feedback, coaching, and on-the-job training to support staff development and career advancement.
  • Build trust and morale among branch team and solve any staff issues fairly.
  • Provide development and support to trainees and new joiners assigned to the branch. In particular, ensure the completion of in-branch orientation program for new staff.
  • Liaise with the District Head to attract, develop, and retain high-performing sales and customer service staff.

(C) Customer Experience Management

  • Lead all sales and customer service staff to provide the best customer experience in the branch, ensuring the Bank's required service standards and models are met and the pre-set satisfaction level in various customer surveys/tracking programs are achieved.
  • Work closely with the Customer Service Manager to manage service quality and efficiency of sales and customer service staff, customer perception during queuing, POS display, and branch environment.
  • Attend to customer needs promptly and resolve customers' complaints tactfully according to the Bank's Complaint Handling and Escalation Procedures in a timely manner.

(D) Audit and Compliance Control

  • Supervise the operation and sales activities of staff to ensure full compliance with both external regulatory codes/ordinance and internal compliance policies, standards, guidelines, and procedures, particularly those applicable to the course of selling, licensing, and fitness and properness, KYC, IPQ, FNA, PDPO, anti-money laundering, and documentation completeness in account opening and in each deal.
  • Improve control and compliance quality for sales and branch operation through leadership, education, ongoing monitoring, and effective remedial actions.
  • Comply with the registered capacity as well as any conditions imposed by the HKMA. This includes compliance with the applicable requirements of the Code of Conduct for Persons Licensed by or Registered with the SFC.

Requirements

·Degree holder in Business Administration, Finance, or related disciplines

·Good command of written and spoken English and Chinese. Fluency in Putonghua is an advantage.

·Minimum 5 years' experience in consumer banking at executive level, including at least 3 years in sales management and preferably 2 years in branch operations.

·Qualified to carry out regulated activities in Insurance TR (General, Long-term, and Investment-linked Long-term) and in Investment RI (Regulated Activities: Type 1 & 4)

·CFP and CFA designation would be an advantage.

·Certified Retail Wealth Professional preferred

·HKIB Certified Banker preferred

·Fluent in Mandarin and English are required

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