HSBC Group

Business: Contact Center

Role Title: Premier Direct Relationship Manager GSC’s

Global Career Band: 6

Location (Country / City ): Egypt

Recruiter Name :  Reem El Nagar

Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)

• Achieve Wealth/ Investment & Insurance business targets for Premier business, offering holistic wealth management and financial planning services via non-branch channels
• Maximize business opportunities under different and increasingly competitive market conditions
• Maintain a comprehensive understanding of customer portfolios and financial needs, and identify opportunities to fulfill customer needs through use of Wealth Management tools
• Develop customer portfolios in line with the standards laid down by local Sales executive team
• Direct customers to the most cost effective and efficient service delivery channel (Premier Relationship Officer and support staff for service-related enquires)
• Agree lending facilities (where appropriate) only when there is a full understanding of the purpose of the borrowing, its repayment source and provided it is within the approval authority allocated
• Effectively balance the need to grow the portfolio whilst maintaining the highest standards of operational excellence
• The job holder should have a good knowledge of the bank’s Premier proposition and global standards relating to HSBC’s Retail Wealth business

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

• As banks offer differentiated services to high net worth customers, the competition for this customer segment is intensifying   and customer expectations are rising. Ranked as a top financial services provider, HSBC has a strong presence in the Premier segment, which is a major contributor to business profitability.
• HSBC’s Premier sales team is instrumental in providing personalized services to Premier customers, promoting customer retention and Premier portfolio growth. A robust customer contact strategy and relationship building program combined with preeminent service will generate greater levels of business written with each customer and greater levels of new business referrals both directly and indirectly from existing and potential Premier customers.
• The jobholder needs to have a good understanding of the bank’s standards and requirements to deliver high quality service and sales that are compliant in all aspects.  In addition, he/she must always remain up-to-date on the market environment to respond professionally to the demands of our most sophisticated customers. 
• The jobholder has a reporting line to the Premier Sales Manager
• The jobholder is empowered and encouraged to grow his/her portfolio using innovative measures, within operational and lending guidelines
• The jobholder forms an integral part of the Premier team and wider HSBC management team.  As part of this wider team the jobholder is expected to identify opportunities in their day to day activities that directly or indirectly contribute to the success of colleagues with similar and differing responsibilities, particularly in the Wealth Management business
• The role is positioned within the Premier / Wealth segment of the WPB business

Knowledge / Experience

• Contact Center Experience- HBME knowledge- is a must
• Understanding of HSBC system, Hub CRMS, including cross business awareness is a plus.
• Previous experience in Retail service and sales.
• Strong understanding of HSBC group across key business areas, including HSBC International Personal Banking Service and Offshore.
• Knowledge of core products, account opening systems and Customer Relationship Management system.
• Knowledge of operational procedures related to the sale of insurance and investment products at HSBC.
• Money Laundering Awareness.
• Knowledge of regulatory and compliance issues as required locally.
• Comprehensive understanding of the Premier proposition and products, along with the ability to communicate this effectively to customers.

 Skills

• Strong selling and presentation skills regarding Wealth / Insurance & Investment solutions
• Excellent interpersonal skills, including influencing and relationship building over the phone
• Excellent planning and organizational skills
• Excellent analytical and problem solving skills
• Accuracy – ability to get it right the first time
• Fluent in English

 You’ll achieve more at HSBC

HSBC is an equal opportunity employer 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 encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

 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.

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