About this role
Some careers open more doors than others.
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)
To grow and nurture HSBC NR Premier relationships (the HNI segment of the PLB customer base) and achieve business targets as laid down and in accordance with the business plan. Manage clients with a portfolio between USD 0.5M to USD 1M. To facilitate a single point of contact for all Premier customers, anticipate needs and provide required banking/financial advisory services. The jobholder to ensure that high quality customer service is provided to customers in line with Global Premier Service Standards. The jobholder should also have a detailed understanding of financial and banking products to deliver best outcomes to clients.
Principal Accountabilities: Key activities and decision making areas
Impact on the Business / Function
- Maximize profit and achievement of the growth of Premier clients portfolio
- Achieve agreed financial targets by development of existing and new relationships
- Build effective relationships with clients to retain and develop sustainable relationships
- Complete regular reviews with clients to understand their current and long term needs and advise them on the products and services that help them achieve their goals
- Effective use of tools and information to drive client service delivery and RBWM performance
- Maintain a minimum standard of qualifying Premier clients within portfolio as stated by Group
- Build a high personal and corporate profile in the community in which you are based. Develop network of Group and External professional contacts with the aim of introducing new business, enhancing technical knowledge and promoting the brand
- Monitor and act on daily sales activity management information and other internal information tools, using them to coach the wider Branch team in support of business goals
- Establish and agree client contact strategies in line with Group operating models
- Fully utilize and input to Client Relationship Management data, ensuring all client information is complete and kept up to date
Typical Targets and Measures
- Demonstrate excellent understanding of client needs, recommend appropriate products and services, and achieve closure of sales
- Through disciplined portfolio management, develop strategies to increase wallet share of existing clients and actively manage a prospect pipeline
- Specific metrics include, but not limited to: Revenue , AUM, TRB, number of products sold to client, number of referrals, total balance of relationship portfolio
Customers / Stakeholders
- Own the client relationship with HSBC
- Maintain a deep understanding and technical knowledge of relevant products and services available from Group sources and elsewhere in order to provide the best solutions for clients and maximize revenues for Global Wealth and the Group
- Maintain highest standard of excellence in client service across the team and with individual portfolio - Ongoing analysis of client portfolios through marketing of ideas and researching clients
- Monitor client satisfaction data implementing portfolio level improvements
- Work with the broader branch, support and direct teams to ensure achievement of the business performance measures by delivering differentiated products and services to the client
- Client experience and/or client satisfaction metric
- Measured by client appointments and retention
- Measured by increase in portfolio penetration with diversified product and service mix
- Measured by adoption of global target operating model
- Measured by client appreciation and no complaints
Operational Effectiveness & Control
- Ensuring that sales & operations are undertaken in accordance with HSBC Bank plc FIM, BIM and Credit Policy Manual appropriate lending guidelines
- Ensure that all cross border guidelines as per the country of residence and location of clients are adhered to while engaging with NRI customers
- Agree and manage lending facilities within any agreed Approval Authority (RAA)
- Manage operational risk, by using relevant MI to identify risk situations and take any appropriate action to minimize loss
- Adhere to selling process and sales quality requirements
- Measured by compliance to KYC requirements, credit, service standards and reducing operational losses.
- Measured through sales quality score with nil exceptions
- Measured by internal audit standards
- Measured by number of information security breaches (none)
- Measured by client complaints
- Measured by no adverse feedback received from Local Credit Team, Global Wealth credit, or from a Credit Risk Review
- 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
Knowledge & Experience
- Bachelor's degree or equivalent experience
- Minimum of five years proven and progressive financial services and/or retail sales experience or equivalent
- Evidence of strong sales results in insurance and investment products
- Relationship management experience with high net worth clients
- Strong technical skills in wealth management
- Strong communication, client focus and influencing skills
- Strong sales orientation, networking and portfolio management skills
- Sound knowledge of financial services products and services and the client relationship management system
- Understanding of business banking client segment and products and services
- Local regulatory & license requirements - job holder should possess valid licenses with accreditation on wealth management and qualification as required by country
- Clear view on how to work with Compliance, Credit & Risk and Internal Control to ensure a balanced risk operating environment
- Able to communicate well in English and local languages
Accreditations
- Attain appropriate professional and regulatory qualifications as required by market AMFI & IRDA
Leadership Capabilities
- Have an understanding of the immediate regional Global Wealth strategy and the ability to plan own activities accordingly
- Be ambitious about providing the highest standards of delivery to colleagues and clients
- Show ability to set stretch goals for self and the ability to deliver these with courage and tenacity
- Be authentic and show ability to engage with colleagues and clients to deliver at pace
- Make considered decisions that protect HSBC & Global Wealth values, reputation and businesses
Global Wealth Management - Relationship Manager Technical Capabilities (refer to PRM Capability Framework for more details)
Technical Capabilities
Client Skills
- Client focus
- Sales orientation
- Portfolio management
- Communicating & influencing
Business Acumen
- Marketplace knowledge
- Business understanding
Solutions
- Premier products and services
- HSBC services and propositions
Processes
- Risk and compliance
- Business processes
- Tools and systems
Role Context (The environment and operating conditions of the role including the extent of guidance and authority)
HSBC is one of the largest foreign banks in India with a strong franchise and significant brand equity. As a worldwide Group initiative, the objective of HSBC Premier is to deliver a truly global proposition for the wealthiest HSBC personal customers and to establish HSBC as a complete financial services provider for HNIs.
The principal regulations under which the jobholder operates includes PBT FIM, MLPP and all other local regulations issued from time to time by the Reserve Bank of India (RBI) and other statutory bodies. He/she will manage assigned relationships independently within the overall policy framework laid down by the bank and operational policies and procedures laid down by compliance. The jobholder will be guided by the service proposition and the enhancements in the service scope from time to time, and is expected to work closely with the Branches and support functions on operational issues.
He/she is expected to independently exercise broad discretion in carrying out his/her duties and is not expected to make reference to his/her superior on day-to-day routine matters. The jobholder being a senior member in the Premier channel is required to provide guidance and direction to other members of the Premier channel.
Note: Capability Requirements ( for the role holder, to be assessed through the selection process)
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
- Portfolio Size of Total Relationship Value of 25 lakhs or more per customer
- Portfolio Size of Premier clients or number of relationships as dictated by market requirements
- Growth in Income, balances, clients volumes, number of clients, etc.
Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)
Given the growth aspirations of the WM business, the jobholder is to constantly develop and grow Premier relationships in a highly competitive market. The jobholder will need to continuously operate in a dynamic environment, proactively resolve and address the financial needs of his customers, to win their confidence and fulfil the role of a “one-point” contact for his customers. The said role requires the relationship manager to balance customer servicing activity along with sales acquisition while ensuring the necessary growth in the existing portfolio coupled with minimal attrition.
The incumbent will be required to manage the HNI Premier customers with a portfolio between USD 0.5M to USD1M
Knowledge & Experience
- Bachelor's degree or equivalent experience
- Minimum of five years proven and progressive financial services and/or retail sales experience or equivalent
- Evidence of strong sales results in insurance and investment products
- Relationship management experience with high net worth clients
- Strong technical skills in wealth management
- Strong communication, client focus and influencing skills
- Strong sales orientation, networking and portfolio management skills
- Sound knowledge of financial services products and services and the client relationship management system
- Understanding of business banking client segment and products and services
- Local regulatory & license requirements - job holder should possess valid licenses with accreditation on wealth management and qualification as required by country
- Clear view on how to work with Compliance, Credit & Risk and Internal Control to ensure a balanced risk operating environment
- Able to communicate well in English and local languages
Accreditations
- Attain appropriate professional and regulatory qualifications as required by market AMFI & IRDA
Leadership Capabilities
- Have an understanding of the immediate regional Global Wealth strategy and the ability to plan own activities accordingly
- Be ambitious about providing the highest standards of delivery to colleagues and clients
- Show ability to set stretch goals for self and the ability to deliver these with courage and tenacity
- Be authentic and show ability to engage with colleagues and clients to deliver at pace
- Make considered decisions that protect HSBC & Global Wealth values, reputation and businesses
Global Wealth Management - Relationship Manager Technical Capabilities (refer to PRM Capability Framework for more details)
Technical Capabilities
Client Skills
- Client focus
- Sales orientation
- Portfolio management
- Communicating & influencing
Business Acumen
- Marketplace knowledge
- Business understanding
Solutions
- Premier products and services
- HSBC services and propositions
Processes
- Risk and compliance
- Business processes
- Tools and systems
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.
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.
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Issued by The Hongkong and Shanghai Banking Corporation Limited, India