Premier Service Manager

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If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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.

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.

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 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 Accountabilities: Key activities and decision-making areas

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

Typical Targets and Measures:

- Total number of appointments achieved by the PRMs that the PRO supports

- Support PRMs on financial reviews and to fulfill basic client needs more efficiently as guided by one or two local priorities. It can be multichannel penetration, basic banking, lifestyle needs penetration, RPQ update.

- TCR growth performance of PRMs that the PRO supports

- TCR growth performance of PRMs that the PRO supports

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.

- Positive stakeholder feedback and in particular PRM’s feedback

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 management and referring leads to PRMs

- No compliance breaches audit report where relevant;

- Audit report

- Checker reports

- RMP MIS

- Sales Quality Reports

- Operational losses

- Timely implementation of recommendations made by internal/external auditors and external regulators

- Satisfactory Audit ratings (GAA, FPS)

- Comply with the applicable laws, regulations, Group and local guidelines related to Sanctions and AML policy of HSBC while undertaking various day to day operations

- Remain alert and promptly report to the Sanctions Officer/ INM FCC office/ Line manager ( As applicable and required by the AML and sanction Policy) if a customer is found to be engaging in sanction evasion activities or violations of AML policy or any other related procedures.

- Understand the legal responsibility to be vigilant for unusual activity and reporting of the unusual activities

- Support the Country or Regional FCC AML Office/ AML Investigations by providing additional information when required

- Responsible for attending and successfully completing the AML and Sanctions related assigned training in the mandated timeframe

- Understanding the consequences of failing to attend or successfully complete the training as mandated by the AML Education Lead FCC;

- Requesting additional AML training that you deem necessary or appropriate to perform your jobs through your entity manager

- Demonstrate an understanding of PEP acceptance, prohibition, CDD & EDD guidelines in order to ensure that the INM RBWM is fully compliant with the PEP LoBP.

- To be aware and Identify high risk indicators for various products and Services offered by INM RBWM example Cash, insurance, credit cards products etc

- Ensure that all records are obtained in respect of INM RBWM customers or New to bank customer for any products and services provided by HSBC are as per the process laid down.

- Must ensure that the prescribed process is being followed while dealing with non HSBC customers request for monetary instruments and wire transfers

- Ensure Adherence to the regulatory guidelines and internal AML & Sanction Policy of HSBC, which includes pouch and mail, monetary instruments, cash services and payment transparency Line of Business Procedures

- To be aware of AML risk posed by pouch and mail, Monetary instruments, cash services and wire transfer services and should undergo the mandatory training for the same

- Necessary remediation steps needs to be undertaken in case if there is any breach or non-adherence to the policy laid down in the LoBP

- Must undertake necessary due diligence to ensure that the nature of the transaction is in sync with the customer profile , else raise it to line manager for further clarification

- The staff must be aware of the scope of services of various products and services that are offered and those which are prohibited because of the guidelines laid down in the line of Business procedures and must ensure the same is communicated to customer in a effective and polite manner

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

- Provide high quality support to PRMs

- 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

- Ensuring the highest standards of customer service in terms of timeliness and customer experience.

- Enhancing customer confidence in the bank’s Global Premier proposition by ensuring the offer of a relevant product suite and supporting this through systematic and regular communication is a key aspect of the role.

- given the growth aspirations of the WM business, the jobholder is to constantly source, develop and grow Premier relationships in a highly competitive market. The said role requires to balance customer servicing activity along with sales acquisition while ensuring the necessary growth in the existing portfolio coupled with minimal attrition.

- Another key challenge is to be able to provide superior service to all walk in customers as per guidelines

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

Premier is a key proposition in the bank’s strategy. Over recent years, our business and organisation has made considerable progress both in our performance versus peer group and in our strategic transformation. Over the medium term we have been improving both our profitability and our ability to meet the needs of our target clients.

We have four overriding principles that will apply to the delivery of all propositions,

products and services through all channels to all customers at all times:

- We will treat all customers fairly

- We will apply the HSBC Group values and business principles in all of our dealings with customers

- We will meet, or exceed, all local and international laws, regulations, and codes of practice

We will deliver services to customers in a manner that provides speed, ease, certainty and empathy

Management of Risk (Operational Risk / FIM requirements)

- Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.

Observation of Internal Controls (Compliance Policy / FIM requirements)

Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.

Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget. in USD’000 )

- Has exceptional and updated knowledge of Banking products, systems and processes.

- Is well organized and depicts professional image

- Displays extra-ordinary Business focus and customer orientation and provides exemplary service

- Is self motivated and has the drive to overachieve on goals and targets set out

Displays close bonding with immediate team members and skillful association with support group colleagues.

Additional Notes :

- Familiarity with AI-enabled tools is an advantage.

- Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.

As an employee, you are required to perform your duties in a professional capacity exercising independent judgement, discretion and decision-making authority in planning, organising, directing work, supervising and appraising the work of team members, as applicable; and taking accountability for delivery outcomes. You will represent the organization with relevant internal and external stakeholders. You will allocate and prioritize work, provide direction and feedback, manage team capacity and leave in line with policy as applicable .

You’ll achieve more at HSBC.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India