Role Purpose:To ensure the successful implementation of business strategies by managing, directing and motivating Customer Service Team ad maintain efficient customer morale at the sub-branch by well balancing between service/sales and risk control.Principal accountabilities: key activities and decision making areas1. The primary role for Customer Service Team is to ensure branch operation, compliance & risk management and customer experience are properly identified, monitored, managed and mitigated.2. Manage counter operations to ensure compliance with regulation and internal procedures, with the help of communicating closely with Branch Risk Control Management Team members and Compliance department personnel.3. Maintain counter transaction standards and efficiency esp. make sure cash management is flawless. Overall to further foster a healthy compliance culture4. Deliver quality customer service with continuous improvement and minimum complaints.5. Achieve quality referrals on Premier/Advance customer numbers and Investment&Insurance products volumes.6. Develop a well-trained and high-motivated customer service team. In the meantime, advise Relationship Managers about various regulations to meet specific transaction circumstances.7. Establish a database of all job-related knowledge and regulation.8. Protect the bank's interest and provide overall administrative support to the whole sub-branch.9. Be suspicious of money laundry activities and act accordingly on prevention or remedy.10. Maintain HSBC internal control standards, implement and observe Group Compliance Policy and maintain awareness of operational risk and minimize the likelihood of its occurence.11. Work closely with Branch Sales Manager and Sub-branch Manager to ensure communication channel between counter and platform is well in place.