Premier Service Manager (UAE National)

Premier Service Manager 

Some careers shine brighter than others.If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further

Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets.  Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals.  We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.We are currently seeking an ambitious individual to join our Wealth and Personal Banking 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