Premier Service Manager

Some careers prize diversity more than others.

If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued.

HSBC International Wealth and Premier Banking aims to be the international bank of choice for affluent customers, supporting their domestic and international banking, and holistic wealth management needs. We provide a leading premium proposition through Premier Banking and, together with our Global Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

The Premier proposition is a strategic priority for HSBC and the role of Premier Service Manager is a key supporting role in the achievement of the proposition objectives.

This role is a part of the Premier relationship team, and a key relationship support role created to provide an outstanding customer experience to the valuable Premier clients and increase Premier Wealth Relationship Manager’s (PWRM’s) client facing time. The role provides dedicated support to a team of Premier Wealth Relationship Managers (PWRM) in the overall achievement of their KPIs covering activity management, client satisfaction, sales quality, acquisition, Recurring Income and Total Client Relationship growth of their portfolios.

In This Role, You Will

• Identifying client needs/ Solutions
• Solutions KPI (Weightage 50%) including NTB Acquisition, Upgrades Acquisition, Revolving Successful Referrals
• Provide high quality sales support to a team of PWRMs mainly focused on getting appointment for PWRMs and supporting PWRMs in servicing their clients
• Reduce the time spent on process and administrative tasks by PWRM to increase PWRM’s capacity
• Support PWRMs to manage client contact and service, including, in the absence of PWRMs, answering client calls, resolving client enquiries on transactional needs and facilitating a smooth hand-off to the correct channels where appropriate, and managing key event reminders to maintain active client contact
• Provide sales support to PWRMs including preparing and completing sales documents, managing data input and report generation, and liaising with support functions to follow through client purchase process requirement
• Ensure Input Quality error rates for wealth deals are within acceptable levels
• Build extensive knowledge of HSBC systems and procedures in order to handle client needs
• Proactively help HSBC identify opportunity to improve process efficiencies
• Sensitively redirect clients to the most effective and efficient channel
• Support the client in navigating the channel of their choice (to interact with HSBC) effectively and efficiently
• Ensure the client consistently receives a professional premium service which exceeds their expectations
• Maintain high standards of control and operational practices in line with HSBC’s expectations
  

To be successful in the role, you should meet the following requirements:

• Graduation degree is a must – to secure a UAE Visa and Work Permit
• Strong experience working in financial services industry
• Previous experience in Retail/Premier sales preferred
• Understanding of core products, Premier proposition, and familiar with retail and wealth product processes
• Understanding of relationship management systems (CRM and RM Platform etc.)
• Solid knowledge of appropriate branch operational procedures
• Money Laundering Awareness Certificate held
• Knowledge of relevant regulatory governance in market
• Good knowledge of HSBC and personal banking
• Team player with collaborative skills
• Knowledge of local and Group compliance regulations
• Able to deliver the client experience and needs-based solutions through effective communication, influencing, and sales skills
• Attain appropriate professional and regulatory qualifications as required by market
  
  

You’ll achieve more at HSBC.

www.hsbc.com/careers

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.

We believe diversity brings benefits for our customers, our business and our people. Different ideas and perspectives help us innovate, manage risk and grow the business in a sustainable way. 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.

Issued by The Hong Kong and Shanghai Banking Corporation Limited.

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