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We are currently seeking an experienced professional to join our team in the role of Sales Quality Lead, WPB NFR Utility - WPB NFR UTILITY - SALES QUALIT.
Principal responsibilities
- Lead and oversee a high performing Sales Quality (SQ) Team within WPB NFR Utility.
- Engage with in-Market SME Leads to ensure local Market requirements are adhered to, support resolution of any escalations from Market.
- Liaise with Global SMEs and relevant risk stewards and other stakeholders to ensure compliance with Global Policy as well as sharing best practice.
- Successfully transitioning the Sales Quality team from the current FTE-led model towards a mature services-led proposition, across markets under the same catalogue.
- Drive streamlining, automation & digitalization across Risk and Control activities for continuous improvement.
- Boost collaboration and interaction within Sale Quality catalogue across markets.
- Manage capacity during peak times to ensure consistent service is maintained to WPB Markets
- Produce relevant Management Information and reporting for all Sales Quality activities in the WPB NFR Utility.
- High level of drive and self-motivation to ensure delivery of a broad range of outputs simultaneously in a matrix environment.
- Engage people to deliver high performance and committed to personal and professional development both for self and team.
- Ensure sales quality checking and deep dive reviews are complete in adherence to the Global WPB Sales Quality Minimum Standards, Global Policies and Local requirements, including leveraging Conduct Analytics where implemented.
- Oversee and guide on escalated SQ review cases (including case grading, suggested remediation and further escalation).
- Oversee Quality Assurance on SQ activities where applicable.
- Ensure SQ reporting and MI is submitted to Global and local forums accurately and timely
- Oversee the SQ Appeals and Arbitration process.
- Support Complaints Investigation and triage handling.
- Oversee Market Mystery Shopping activities including reviewing results and vendor engagement.
- Provide reinforcement and training support to frontline teams.
- Support Local market SQRC forums, preparing materials and clarifications for meetings.
- Supporting Compliance/ audit/ first line read across reviews as applicable.
- Working experience/ knowledge of Sales Quality is preferred.
- Technical knowledge of risk management, WPB Product knowledge and sales processes would be beneficial.
- Outstanding relationship management, collaboration and influencing skills with experience of positive, challenging interactions with senior executives across multiple functions.
- Prior working experience leading a team, driving change and passion for excellence
- Proficient strategic planning and project management capabilities.
- Excellent written and verbal communication skills including confident liaising with internal/external business partners (e.g. Senior Stakeholders, Risk Stewards, Audit) .
- Good command of written and spoken English. Fluency in Cantonese and Putonghua is an advantage.
Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.
Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.
You’ll achieve more when you join HSBC.
HSBC is 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. 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.
