Senior Premier Service Manager

Job description

**Some Careers Open More Doors Than Others.** If you’re looking to unlock new job opportunities, take a look at the possibilities right on your doorstep here at HSBC. 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. We are currently seeking an experienced person to join the WPB Premier Services Team **Role Purpose** (overall high level summary of the role) - 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 In addition, the Premier Officer may provide credit/lending support to the PRM 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. **Principal Responsibilities** **Impact on the business** - 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 **Leadership and teamwork** - Communicate effectively and works well with other teams within the Branch, Call Center, HTS, and other relevant partners that impact the client’s experience of HSBC; in order to ensure a consistent approach and application of Premier standards - Efficiently manages time in order to support different PRMs concurrently - Proactively identifies opportunities/issues and provides feedback to branch management and HTS to improve products and service processes - Delivering the firm - Put the client at the heart of our business and deliver joined up services and solutions aligned to customer needs. **Operational effectiveness and control** - Ensure all processes and procedures are accurate and in accordance with HSBC Bank policy standards, regulatory requirements, Group Compliance Policy and Internal Controls. - Comply with local regulations in all aspects of strategy, sales processes, client correspondence, financial promotions, administration, and complaint handling - Zero discrepancies on documentation for new Liability & Wealth accounts. - Ensure 100% accuracy on all KYC and Non KYC documentation and processing of customer instructions - Ensure all entries captured on WMS are error free and that the entries are reconciled everyday. - Achieve the operational standards for the business and work within agreed procedures and guidelines - displaying high levels of integrity at all times - Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section B.1.2 of the Group Operations FIM. - Minimum concurrent audit comments and NIL reminders - Ensure NIL frauds for any cases sourced /handled by the branch. - Ensure use of RMP for activity managem