HSBC Group

Premier Service Manager 
GCB 6

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HSBC International Wealth and Premier Banking (IWPB)
We help customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs around the world..

We are currently seeking an ambitious individual to join our IWPB team, working together with colleagues to define, manage and achieve divisional business targets.

In this role, you will:

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 GWIF KPIs covering activity management, client satisfaction, sales quality, acquisition, Recurring Income and Total Client Relationship growth of their portfolios) 
In order to deliver client centric service, this role is identified as a point of contact for clients and in the absence of the PWRM, this role will be the first point of contact for the client. In addition, the Premier Service Manager may provide credit/lending support to the PWRM if dictated by market requirements. 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 highest value personal clients the role holder will need to demonstrate an extensive knowledge of banking products and services across wealth and retail. 

• 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 at all times
• 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 interpersonal and empathy skills with strong decision making and ability to deliver
• Minimum of two years 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
• Attain any internal standards as required by country
• Adjustment to responsibilities to be detailed as a result of
  o    Regulatory complexity
  o    Size of market
  o    Detailing additional business areas in large markets
  o    Specific areas outlined in smaller markets
  •    Detailing any local market specifics with regard to Compliance 

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.

Under the New Labour Law, only fixed term contracts shall be available to all employees of HSBC UAE (except DIFC and ADGM employees) – hence in line with the term of work permit, a 4 years’ contract would be issued.

Issued by The Hong Kong and Shanghai Banking Corporation Limited.