Steven Simons Email & Phone Number

Hamilton, Bermuda

As Head of Distribution, Wealth & Personal Banking, I lead HSBC Bermuda's customer facing propositions, comprising 100+ colleagues, both onshore and offshore, in order to deliver personal banking and wealth management services to 55,000 clients. I took ownership and accountability for business growth, customer experience and risk management. I also introduced the use of digital channels to modernise the sales and service network and drive increased efficiency and customer experience.Some key achievements in this role include:• Exceeded sales targets on a consistent basis.

Bermuda

In this role, I supervised the network, retail sales team, and mortgage proposition of the Harbourview Centre branch in Hamilton. This involved delivering sales results in line with business goals, as well as high-quality customer service and operational quality management. I also ensured all systems and processes are working smoothly to avoid delays in service delivery and maintain customer satisfaction.Some key achievements in this role include:• Built and developed a new leadership structure to help drive improvements in sales and service metrics.

Church Street Branch, Bermuda

As sales & service manager, I provided leadership in the areas of sales and customer service in the Church Street branch in Hamilton. I ensured efficiency of service capability, operational quality and control of costs to meet the branch plan. I also coached and mentored sales and customer service staff on client consultations, closing a sale, and handling disputes and conflicts. As manager, I conducted regular performance reviews, identified opportunities and areas for improvement, and fine tuned operations as necessary.Some key achievements in this role include:• Gained a significant number of new clients through the development of a new sales team and overhaul of the branch's sales methodology, from transactional experience to holistic financial advice.

Hamilton, Bermuda

In this role, I managed the bank's Investment, Insurance, and FX suite of products. Supported frontline colleagues on their sales pitches and client relations, helping them tailor fit their communications to meet client expectations on where, when, and how to best invest money. I maintained an effective feedback loop with clients to ensure that their needs are being met, and that they get the best possible customer experience from the bank.Some key achievements in this role include:• Diversified the bank's portfolio through the introduction of new fund offerings to clients.

Hsbc Bermuda

In this role, I monitored operational risk and coordinated operational risk initiatives within the respective Division. I also analysed the bank's exposure to market and regulatory headwinds, and submitted actionable insights to higher management. Furthermore, I crafted an operational flowchart for the convenient and efficient implementation of risk management, and mentored junior colleagues in handling operational risk duties and responsibilities.Some key achievements in this role include:• Effectively managed the bank's operational risks to ensure controls are effectively working as intended.

As operational risk manager, I facilitated day-to-day administration of incident reporting, including trending and analysis. I analysed and measured the bank’s exposure to credit and market risk. I also helped formulate best practices for handling operational risks, in order to guide managers and other analysts in incident response.Some key achievements in this role include:Significantly minimised operational risk through careful identification, analysis, and reporting of incidents.