Premier Service Manager

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Business Descriptor

International Wealth and Premier Banking (IWPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities, and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs. International Wealth and Premier Banking provides a leading premium proposition through Premier Banking and, together with our 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.

Role Purpose

The HSBC Premier offering is one of the world’s first globally linked banking offerings. And of strategic importance for HSBC, the role requires you to be part of premier relationship team across branches

The role provides dedicated support to a team of Premier Relationship Managers (PRM) in the overall achievement of their income plans (covering acquisition, cross sales, retention, and growth of their portfolios) and day to day contact with their clients in the delivery of the proposition objectives

. In order to deliver client centric service the role also requires you to be a point of contact for clients as and when required and provide customer with a memorable service experience by having a problem solving attitude

Principal Accountabilities

Provide high quality sales support to a team of PRMs mainly focused on getting appointment for PRMs and supporting PRMs in servicing their clients

Reduce the time spent on process and administrative tasks by PRM to increase PRM’s capacity

Support PRMs to manage client contact and service, including, in the absence of PRMs, 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 PRMs including preparing and completing sales documents, managing data input and report generation, and liaising with support functions to follow through client purchase process requirement

Clients/Stakeholders

Handle client’s enquiries relating to the PRM’s portfolio in a positive, timely, and appropriate manner. Aim to resolve the customer’s queries at the first point of contact and minimise referrals to the PRM for routine transactions.

Has strong knowledge of the PRM’s portfolio of clients with the support of CRMS and analytical tools

Proactively responds to client in face-to-face and/or telephone settings, updating client profile screens with details of client contact

Maintains a basic understanding and technical knowledge of relevant products and services

Support PRMs to execute suitable solutions for product areas responsible for with clients to fulfill their needs and ensure efficient follow up

Manager the Premier desk (including required contact activity) in the absence of PRM.

Assist the PRM in organizing events as and when required.

Refer the attrition cases to PRM immediately

Coordinate with cross functional teams to manage Premier TAT / customer expectations

Major Challenges

Provide high quality support to PRMs

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 at all times

Maintain high standards of control and operational practices in line with HSBC’s expectations

Ensuring the highest standards of customer service in terms of timeliness and customer experience.

Enhancing customer confidence in the bank’s Global Premier proposition by ensuring the offer of a relevant product suite and supporting this through systematic and regular communication is a key aspect of the role.

given the growth aspirations of the WM business, the jobholder is to constantly source, develop and grow Premier relationships in a highly competitive market. The said role requires to balance customer servicing activity along with sales acquisition while ensuring the necessary growth in the existing portfolio coupled with minimal attrition.

Another key challenge is to be able to provide superior service to all walk in customers as per guidelines

Role Dimensions

Has exceptional and updated knowledge of Banking products, systems and processes.

Is well organized and depicts professional image

Displays extra-ordinary Business focus and customer orientation and provides exemplary service

Is self motivated and has the drive to overachieve on goals and targets set out

Displays close bonding with immediate team members and skillful association with support group colleagues

Knowledge & Experience / Qualifications

Education (minimum)

Minimum Graduation or as required for the role, whichever is higher

Experience (minimum)

Two years or less of relevant experience

Minimum experience/knowledge required

Minimum 2–5 years relevant experience in Retail Banking and Wealth Management. /retail banking sales and service, preferably corporate employee/salary banking acquisition.

Pro-tip

Familiarity with AI-enabled tools i