Assistant Manager Operational, Risk and Administration (Must Speak English, French & Mandarin)
Hang Seng
Brossard, Quebec, Canada, North America
53m ago


HSBC is Canada’s leading international bank there is no one like us in this market.Our ability to bring our global experience and perspective to evolving trends and issues in Canada has been a tremendous benefit to our clients.

With our offer of unique banking solutions, as well as an extensive global network, no one is better placed to support internationally minded individuals and businesses.

HSBC helps companies and individuals across Canada to do business and manage their finances internationally through three global business lines : Commercial Banking, Global Banking and Markets, and Wealth and Personal Banking.

It’s through this global connectivity that you will find yourself inspired, collaborating with colleagues not just locally but also across continents and cultures.

Wealth and Personal Banking We help clients to manage, protect and grow their wealth. We offer a range of services from personal banking, mortgages and loans to investment, savings and wealth management products.

Our international network and breadth of expertise enables us to support individuals, families, business owners, investors and entrepreneurs around the world.

Key Objectives for Service and Operations Retail Banking & Wealth Management : To manage the execution of the strategy ensuring risk elements are identified and mitigated, for a medium-large sized Market or Community Branch area that performs tasks that are moderately complex and varied in nature.

In a medium to large complex branch this position is expected to oversee and specifically manage compliance and risk related activities, ensuring elements are identified and mitigated for entire branch team (referred to as Branch Compliance role).Principle Accountabilities :

  • Identify, understand and anticipate customer needs in order to provide excellent service and support.
  • Act as primary point of contact (or secondary as appropriate) for complex operational inquiries involving internal and external parties.
  • Oversee, and monitor customer complaints and where possible handles resolution appropriately and or escalate complex or unusual issue to higher levels.
  • Primary or Back up Head Branch Manager role supervises the mutual fund sales business conducted within the branch (approve new accounts and monitor trading activity) and Act as the primary point of contact for mutual fund customer inquiries requiring escalation.
  • Ensure customer expectations are exceeded in terms of speed, efficiency, certainty and professionalism either face to face or through an alternate channel.
  • Responsible for training and development in relation to Know Your Client processes, policies, activities and reporting on behalf of functional area and / or branch.
  • Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
  • Lead team-based approach in anticipating and managing customer needs.
  • Lead, engage and promote the culture of Treating Customer Fairly in the team
  • Oversee the recruitment, selection and orientation of new employees. Works with branch leadership team to identify potential leaders from within the organization.
  • Provide input for staff performance reviews on quarterly basis to identify areas for improvement.
  • Provide training and development to others as related to operational and risk items.
  • Provide open access for employees and customers to build rapport, discuss issues, and resolve concerns.
  • Build the capabilities of the team to enhance their ability to achieve financial and operating strategy.
  • Hire appropriately, leverage the talents of the team, identify potential leaders from the team, and take corrective action where necessary.
  • Participate in business development programs within area of specialty to enhance product knowledge.
  • Actively refer customers to other areas of HSBC where appropriate.
  • Demonstrate HSBC Group Leadership capabilities and HSBC values and behaviors.
  • Lead and develop an effective team through communication, performance management, development plans and reward / recognition practices.
  • Promote an environment that supports diversity and reflects the HSBC brand.
  • Ensure branch or work area is maintained in accordance with HSBC standards.
  • Provide input to Branch Manager to assist with leading and developing an effective team through communication, performance management, development plans and reward / recognition practices.
  • Cultivate an environment that supports diversity and reflects the HSBC brand.

  • Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
  • Complete other responsibilities, as assigned.
  • Qualifications

    Knowledge & Experience / Qualifications :

  • 3 - 5 years of experience in a sales environment as a financial representative with valid mutual funds licence.
  • Ability to speak / understand French, English, & Mandarin.
  • 2 years experience selling mutual funds
  • Excellent problem solving skills to resolve issues within own functional area and / or across functional areas and attention to details.
  • Requires industry-specific courses to serve as primary or back-up HSBC Investment Funds Canada Branch Manager. To serve as primary Head Branch Manager the incumbent requires : Valid Mutual Funds.
  • Registerable as the Branch Manager under the applicable securities legislation
  • Excellent communication and customer service skills.
  • Excellent interpersonal skills to support the building of strong relationships with diverse groups of people.
  • Excellent understanding of legislation and regulations as they apply to own area.
  • Proficiency must requirements could include any one of : Canadian Securities Course; Canadian Investment Funds Course;
  • or Investment Funds in Canada AND the Branch Manager Course offered by Canadian Securities Institute or Investment Funds In Canada;
  • or A Branch Compliance Officers Course offered by Investment Funds Institute of Canadian Bankers.

  • World Selection Portfolio certification (training provided by Asset Management Canada, AMCA).
  • Aware of and understands how own area of the business performs (e.g., is profitable, conserves costs, etc.).
  • HSBC Proud As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people.

    This is why HSBC Canada is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

    We’re doing our part to safeguard our customers and employees health, and taking extra steps to reduce the spread of COVID 19, including :

  • Enhanced daily cleaning to all our branches, with increased attention to high-touch areas
  • Personal protective equipment and hand sanitizers provided throughout our branches
  • Plexiglass shields at every counter
  • Floor markings to help customers keep social distance when lining up
  • Adherence to self-isolation requirements per government guidelines
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