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HSBC Assistant Manager Service and Sales in Vancouver, British Columbia


HSBCBank Canada, a subsidiary of HSBC Holdings plc, is the largest and leadinginternational bank in Canada. HSBCserves customers worldwide through an international network of around 3,800offices in 66 countries and territories in Europe, Asia, North and LatinAmerica, and the Middle East and North Africa.

Wehelp companies and individuals across Canada to manage their finances throughthree global business lines: Commercial Banking, Global Banking and Markets,and Retail Banking and Wealth Management.

It’sthis global connectivity that you will find yourself inspired and collaboratingwith colleagues not just locally but also across continents and cultures.

AboutRetail Banking & Wealth Management

Retail Banking and Wealth Management serves millions ofcustomers worldwide, helping them manage their day – to day finances and savefor the future. We also connectinstitutional and retail clients with investment opportunities through ourGlobal Asset Management division. We are committed to building long-termrelationships with our customers, offering products and services to help themreach their goals and aspirations. Wecontinue to exponentially grow our market share in Canada year on year.

KeyObjectives for AssistantManager, Sales and Service :

To lead and manage theexecution of the multi-channel strategy for a medium sized sales function or asmall branch where the roles are varied in nature.


  • Foster and develop a customer centric culture within branch and / or functional area, in line with PFS Strategy.

  • Fully understands broad customer needs.

  • Act as first level escalation for most complex customer inquiries.

  • Model superior and courteous service to promote products and expand customer relationships.

  • Develop and maintain an active community profile.

  • Ensure customer expectations are exceeded in terms of speed, efficiency, certainty and professionalism, either face to face or through an alternate channel.

  • Provide a consistent customer experience across distribution channels, share learning’s and ensure resources are appropriately deployed to deliver a sustainable cost platform.

  • Ensure branch or work area is maintained in accordance with HSBC standards.

  • Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.

  • Lead a team-based approach in anticipating and managing customer needs.

  • 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, leverages the talents of the team, identify potential leaders from the team, and take corrective action where necessary.

  • Contribute and collaborate with colleagues to ensure the collective success of Retail Banking and Wealth Management strategy.

  • Collaborate and co-operate with colleagues across the HSBC Canada to share best practice and ensure alignment of strategy within PFS.

  • Participate and assist with all Bank promotional programs, sales targets and direct marketing initiatives.

  • Participate in business development programs to enhance product knowledge and cross selling skills.

  • Actively refer customers to other areas of HSBC where appropriate.

  • Cultivate an environment that supports diversity and reflects the HSBC values and brand.

  • Demonstrate Group capabilities

  • 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 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.


Knowledge & Experience / Qualifications:

  • University / College degree or combination of equivalent education and experience in banking or related industry.

  • 3 - 5 years of related work experience in sales / customer related roles.

  • Mutual Fund Licensing. Requires completion of: Investment Funds in Canada Course; Canadian Investment Funds Course; or Canadian Securities Course; and Mutual Fund Skills Builders Course

  • Completion of HSBC Way of Selling.

  • Completion of HSBC Premier Academy.

  • Personal Financial Planning Designation (PFP); For Quebec only, ICB certificate of achievement – Advanced Personal Finance.

  • Diplomatic problem solving skills to resolve issues within own functional area.

  • Advanced communication and customer service skills.

  • Excellent interpersonal skills to support the building of strong relationships with diverse groups of people.

  • Excellent knowledge of HSBC’s products / services and competitive environment.

  • Complete knowledge of HSBC’s policies, practices, and procedures within own area.

  • Experience assisting with the performance management of direct reports through a performance management process.

  • Demonstrable experience leading others.

  • Ability to manage multiple projects with multiple deadlines.

  • Aware of and understands how own area of the business performs (is profitable, conserves costs, etc.).

  • Understanding of legislation and regulations as they apply to own area.

  • The ability to speak Cantonese and Mandarin is a requirement.

HSBC Proud

In 2018, HSBC BankCanada was named one of the “Best 50 Corporate Citizens” in Canada by CorporateKnights magazine. HSBC was also the first company to be recognized as atop performer in gender diversity within the financial services sector, as partof a new Corporate Knights initiative to recognize leaders in this space.

Join HSBC, and benefit from the following:

  • CareerDevelopment: Within your current role, as well as Canadian and international opportunities

  • Company Reputation: Offering prestige, strength, and longevity

  • Business Growth: Underpinned by our drive, and the highest banking standards

  • International Connectivity and impact: Build global relationships and be a part of international initiatives

  • A diverse workforce: Reflecting our belief that diversity of thought, background and perspective make HSBC a stronger organization

  • Corporate Sustainability: We build our business for the long term by balancing social, environmental and economic considerations in the decisions we make.

Job Field: Retail / Branch Banking

Primary Location: North America-Canada-British Columbia-Vancouver

Schedule Full-time

Shift Day Job

Type of Vacancy Region vacancy

Req ID: 0000DHOA