Mortgage Connect Manager

Business: AU PREMIER BANKING SERVICES

Open positions: 1

Role Title: Mortgage Connect Manager

Global Career Band: L6

Location (Country / City ): Philippines / Quezon City

Recruiter Name:  Jamie Almendrala

Why join us?

• Lead and motivate a Mortgage Connect team to optimum performance levels to achieve agreed targets contributing to the WPB Strategy and Objectives. 
• Provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting of SMART objectives.
• Manage performance through regular, effective reviews, addressing performance issues according to the HSBC policies and procedures. 
• Conduct development reviews and recommend training and development plans. 
• Deliver all departmental KPI's, achieving set targets and objectives within the inbound, all ancillary areas, outsource and overflow services.
• Challenge processes and procedures, identify and implement improvements to enhance the customer experience or improve operational efficiency.
• Build effective relationships and collaborates with other teams and departments. Communicate all information clearly and in a timely manner. 
• Act as a role model to others whilst striving to achieve high standards of performance and customer service. 
• Ensure full adherence to the HSBC Global Risk Objective and Health & Safety policy and procedures.
• Responsible for implementing strategies that team members use to achieve a goal, delegating tasks based on each member's strengths and skills and offering the training necessary to complete certain tasks.
• They are also responsible for inspiring and motivating team members with regular encouragement, keeping the enthusiasm going by providing individualized coaching when needed.

What you'll do:

• Take responsibility for ensuring that all team members understand how their performance is measured and rewarded and create an environment for open dialogue to ensure clarity.
• Measure individual performance fairly and consistently, ensuring that you operate within the spirit and principles of our Performance & Reward framework.
• Manage day-to-day line activities, priorities' and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
• Manage the fair and consistent application of performance management and disciplinary measures as necessary
• Deliver the allocated part of the operation within agreed budgets, service levels and business targets
• Escalate any appropriate problems to senior management
• Support the Mortgage Connect Lead to deliver business targets and objectives and create a performance orientated culture
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach regarding processes and practices, and explain expectations to employees
• Adhere to Model Day Operating Principles established by WPB Channels
• Proactively recognises where collaboration with another business area or specialist is necessary and works with a unified approach, maintaining excellent customer experience and prioritising the best interests of the customer.
• Supports and/or champions (internal or external) community wellbeing through proactively creating an inviting environment to work and bank, bringing others on the journey.
• Consistently proactive in identifying areas of service delivery excellence and failures, and developing and implementing team initiatives that improve the overall customer experience
• Ensure all processes and procedures are accurate and in accordance with HSBC Bank policy standards and regulatory requirements.
• Comply with local regulations in all aspects of strategy, sales processes, client correspondence, financial promotions, administration, and complaint handling.
• Adhere to all relevant processes and procedures of the Group Compliance Policy and internal controls.
• Contribute to HSBC by creating and retaining market leading standards and controls.

What you will need to succeed in the role:

Knowledge and experience

• Strong  interpersonal and empathy skills with strong decision making and ability to deliver
• Minimum of two years working in financial services industry
• Previous experience in a Retail Banking Sales role preferred
• Understanding of core products, Premier proposition, and familiar with retail and wealth product processes
• Undesrtanding of Relationship management systems
• Solid knowledge of appropriate branch operational procedures
• Money Laundering Awareness Certificate held
• Knowledge of relevant regulatory governance in market
• Good knowledge of HSBC and personal banking
• Knowledge of the Bank's lending systems
• Team player with collaborative skills
• Knowledge of local and Group compliance regulations

Accreditations

• Attain appropriate professional and regulatory qualifications as required by market
• Attain any internal standards as required by country

Leadership capabilities

• Ambitious about providing the highest standards of delivery to colleagues and clients
• Demonstrates ability to set stretch goals for self and the ability to deliver these with courage and tenacity
• Authentic and shows ability to engage with colleagues and clients to deliver at pace
• Makes considered decisions that protect HSBC and our clients

What additional skills will be good to have? 

• Exceptional written English and oral communication skills.
• Awareness of MS Excel functions.
• Good planning and organization skills.
• Ability to work in a team, and alone, with minimal supervision and act on own initiative.

You'll achieve more at HSBC

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role."

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.

***Issued By HSBC Electronic Data Processing (Philippines) Inc. ***

The information contained in this job description is a true and accurate reflection of the job as specified.

Want to Apply?

• All applicants must have successfully completed their probation period
• All applicants must have met the Behaviour Gateway in the last performance appraisal
• All applicants should have served at least 18 months in their current functional role and department company
• All applicants should inform their respective line manager of their application
• Application form should be submitted via CareerLink along with the current CV
• All the completed applications should be submitted via CareerLink by 11:59 PM on the closing date
• Have not been previously declined for the same post within the last 3 months on the date of submission of their application
• Have not been on ANY form of Corrective Action within the last 6 months from the date of application 

Declaring incorrect information in your application (e.g. incorrect performance and behaviour rating; and corrective action status) is considered a SERIOUS OFFENSE based on the HDPP Employee Handbook:

A. Very Serious Offense

"Sec 1. Any acts of dishonesty, which may provide reasonable grounds for the company to lose trust and confidence to the employee, which includes but not limited to the following:

c) Giving false testimony or falsifying any document, records or information or presenting such falsified document, records or information in any study, research inquiry; padding and deliberate overcharging of expenses; tampering with time records; requesting or allowing any individual to log in/out and actually logging in/out any individual."