Sales Quality

Lider de Proyecto Sales Qualit

**Role Purpose**
- The Sales Quality function is to provide assurance that HSBC’s customers are treated fairly and are recommended products that are suitable for their needs and appetite for risk
- The Sales Quality function should ensure that sales are conducted and documented in line with HSBC policies and procedures as well as being compliant with respect to both local and external regulators, current legislation, Compliance and Departmental procedures
- The Sales Quality Call Back Agent’s key role is to assess and test the customer outcomes for HSBC sales, to ensure that the customer outcomes are in line with HSBC Global Minimum Sales Quality Standards and regulatory requirements
- This role reports into the Senior Manager appointed for the RBWM Sales Quality Function and will perform a number of tasks related to the Sales Quality business including performing a number of calls to the customer to review the sales according to the process identified across HSBC globally. The role holder is responsible for ensuring that all the relevant checks are carried out accurately and according to the process designed under guidance and supervision from the Senior Manager
- Success in this role will be dependent on the role holder’s ability to follow the process and identify any issues related to the quality of sales including the provision of regular updates and support to the Senior Manager.

Principal Accountabilities:

- Manage the review of customer outcomes through call backs in line with HSBC Global Minimum Sales Quality Standards
- Deal with general enquiries from the sales force at all levels and other internal customers and third parties (both written and verbal), ensuring all are resolved satisfactorily. Build and maintain satisfactory working relationships with the sales force
- Enhance the perception of the department by the provision of coaching, guidance and support through face-to-face job shadows and support of in-house sales force training workshops

**Customers / Stakeholders**
- Ensure products are sold properly in line with the HSBC process and the HSBC Global Minimum Sales Quality Standards
- Provide timely feedback to the sales force on checks undertaken to ensure customers are not disadvantaged
- Ensure that customer are managed appropriately over the phone and have a clear understanding of the reasons for calling them back

**Leadership & Teamwork**
- Manage and enhance relationships with appropriate stakeholders to ensure that best practice, issues, concerns and learning points are shared and fed back to appropriate parties
- Adhere to and understand all technical changes and developments as they occur both internally and within the industry
- Attain and maintain competence in local regulatory requirements and use this to provide a view of sales quality for the business in accordance with relevant process and procedures

**Operational Effectiveness & Control**
- Continually reassess the operational risks associated with the role and the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology
- Update Management Systems and tools with results from reviews

**Major Challenges**
- The role holder will require sound technical competence and excellent business judgement to deal with queries/issues raised by the sales force and customers in order to maintain the credibility/integrity of the business.

**Role Context**_ _
- The prime responsibility of this role is to provide call backs to customer to test product sales and customer experiences ensuring the customer outcome complies with the HSBC processes and regulatory standards
- The information gained through completing a customer call back is provided to the sales force (both verbally and written), Regulatory Risk Management, RBWM and Compliance, who monitor the HSBC advisers to ensure quality standards are being met - a Key Performance Indicator of the sales force
- This function aims to significantly reduce the risk of HSBC customers receiving unsuitable advice which could otherwise result in compensation payments and a loss of customers
- Further implications for HSBC is that the Regulators could revoke the sales force sales license, (enforcement) significant fines being imposed or compensation paid and could ultimately affect the reputation of HSBC

**Management of Risk**
- The role holder will ensure fair treatment of customers is at the heart of everything we do, personally and as an organisation
- The role holder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology. This will be achieved by ensuring all actions take acc