Virtual Premier Direct Relationship Manager (Voice) GSC’s

Business: Contact Center

Role Title: Virtual Premier Direct Relationship Manager (Voice) GSC’s

Location (Country / City ): Egypt

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 intensifyingand 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