Job description

Open to Omani nationals only.

Trainee- Relationship Associate 

Work Location: Haima Branch, Dhofar.

The HSBC Bank Oman Trainee Program allows graduate job seekers to get hands-on, work experience through a 3 months’ full-time role at the bank. The program is aimed at graduate job seekers looking to get a realistic taste of what life is truly like at a leading global bank. Consisting of a blend of experiences, both virtual and physical, where graduate job seekers can expect to build on their knowledge of banking and financial services, and explore the potential future careers available at HSBC.

The graduate job seeker will gain insight into the Relationship Associate role at Haima Branch during their time with HSBC, details of the role responsibilities below.

Role Purpose:

To manage customer relationship for an assigned set of customers and deliver an outstanding customer experience to our valuable clients while fulfilling customer’s financial needs. The role holder has the ownership of the customer and should ensure frequent contact with their clients in order to deliver the proposition objectives and build customer loyalty to the bank.

In order to deliver client centric service, this role is identified as a first point of contact for clients therefore the jobholder is expected to proactively identify and address customer needs in a transparent manner in order to be able to serve customers and also assist HSBC in the achievement of its strategy. Building an ongoing relationship based on value and service is critical to being successful in this role.

In order to deliver a high quality service to our valued personal clients the role holder will need to demonstrate an extensive knowledge of banking products and services across retail banking.

 Impact on the Business

  • The staff will be delivering an end to end relationship Associate role for customers in assigned portfolio
  • Responsible for digital transformation, onboarding of the assigned portfolio of customers through dedicated outbound calling, customer meetings outdoor and within the branch
  • Achieve deposits and acquisition penetration rates, wealth referrals, new account opening, borrowing, all other assigned KPIs set by the Wealth Personal Banking (WPB) management team
  • Sales Quality parameters must be adhered for all customer needs being fulfilled
  • Ensuring up to date customer information in bank records
  • Documenting all customer interactions on bank CRM systems
  • Maintain high quality data input by ensuring that all applications are error free before processing them

 Customers / Stakeholders

  • Handle client’s enquiries in a positive, timely, and appropriate manner. Aim to resolve the customer’s queries at the first point of contact.
  • Responsible for digital transformation, onboarding of the assigned portfolio of customers through dedicated outbound calling, customer meetings outdoor and within the branch
  • Maintains a strong understanding and technical knowledge of HSBC products and services
  • End-to-End ownership of customer complaints
  • Coordinate with cross functional teams to manage customer expectations and timely escalations of issues which impacts customer experience
  • Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets

Leadership and teamwork

  • Communicates effectively and works well with other teams within the Branch, Call Center, and other relevant partners that positively impact the client’s experience of HSBC; in order to ensure a consistent approach and application of HSBC standards
  • Efficiently manages time in order to support different clients responsibly
  • Proactively identify opportunities/issues and provides feedback to branch management to improve products and service processes
  • Put the client at the heart of our business and deliver services and solutions aligned to customer needs.

Knowledge & Experience / Qualifications

  • Candidate should have a Bachelor’s degree
  • General Knowledge in personal sales and banking products
  • Knowledge of local regulations and their implications
  • Flexibility to move between branches
  • Responsible for handling of branch operations, cash handling as assigned by management
  • Ensuring collection of documents from customers, role of maker and scanner is done as per laid down processes
  • Ensuring due diligence and to follow all laid down guidelines while interacting with customers and handling of customer information
  • Handling of customer security items as per defined process
  • Role of ATM custodians as assigned and cash handling procedure and related controls
  • To perform the role of a teller as assigned by the management


  • Excellent interpersonal and empathy skills
  • General Knowledge and understanding of relevant risk