HSBC is currently seeking an ambitious individual for the role of Manager Premier Service to join their Wealth and Personal Banking team, working together with colleagues to define, manage and achieve divisional business targets.
Responsibilities of Manager Premier Service
- To assist the Senior Sales Manager to plan, direct, control sales & services, Specifically, partnering with Premier Wealth sales management to exceed KPIs set for the segment, and to ensure excellent quality service is provided and cross sell opportunities are maximized, while maintaining the required controls.
- To support the Wealth Senior Sales Manager and Senior PWSM in the delivery of customer driven service & sales, efficiency of service capability, operational quality, de risking business and control of costs to meet the wealth plan.
- Continually improving the standards of customer driven behavior for Premier clients by daily monitoring of Premier Service Manager activity levels.
- Continually monitoring and reviewing procedures in place and ensuring compliance with BIM/FIM requirements.
- Participation and managing of operational risk including its identification, assessment, mitigation and controls.
- Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
- To manage, coach and monitor a team of Premier Services Managers to achieve Premier & Wealth Management customer service and sales targets, by managing resolution of customer enquiries in a professional and timely manner.
- Guide PSMs to develop and manage relationships with Premier Clients by providing exceptional customer service and managing queries, complaints and Premier transactional support effectively and efficiently.
What You’ll Do More?
- Manage and lead proactive cross selling of profitable banking and Wealth (I&I) products and the provision of higher value investment and insurance products to existing and new clients.
- Drive referrals not only to Wealth PWRMs but also to CMB and the Private Bank, when appropriate.
- In simple terms, earn 100% of every Premier customer’s business, wherever possible.
- Build a positive team environment and working relationships with assigned team of Wealth PWRMs and ensure collaboration between PWRMs and PSMs to successfully achieve Premier and Wealth related goals.
- Work with Premier Wealth Sales Manager and Wealth PWRMs to coordinate and manage a Premier customer contact regime which generates the quality leads to achieve or exceed sales targets.
- To create an environment that engenders the desired Premier / Wealth sales and service culture.
- To manage regular audit and operational requirements for Premier team together with Senior PWSM and PWSMs.
- To effectively manage a diverse team of PSM’s, made up of individuals of varying nationality and background and to manage a range of activities in a competitive personal banking environment where the customer base ranges from high profile HNWIs, through to MNWIs to a large mass market contingent.
- Bachelor’s degree is must to obtain visa in UAE.
- Minimum of two years working in financial services industry.
- Previous experience in Retail/Premier sales preferred.
Skills and Knowledge Desired
- Strong interpersonal and empathy skills with strong decision making and ability to deliver.
- Understanding of core products, Premier proposition, and familiar with retail and wealth product processes.
- Understanding of relationship management systems (CRM and RM Platform etc.).
- Solid knowledge of appropriate branch operational procedures.
- Money Laundering Awareness Certificate held.
- Knowledge of relevant regulatory governance in market.
- Good knowledge of personal banking.
- Knowledge of the Bank’s lending systems such as CARM, CLM & Security Processing, when applicable to the markets.
- Team player with collaborative skills.
- Able to deliver the client experience and needs-based solutions through effective communication, influencing, and sales skills.
- Have an understanding of the immediate regional Global Wealth Strategy and the ability to plan own activities accordingly.
- Ambitious about providing the highest standards of delivery to colleagues and clients.
- Demonstrates ability to set stretch goals for self and the ability to deliver these with courage and tenacity.
- Authentic and shows ability to engage with colleagues and clients to deliver at pace.
- Makes considered decisions that protect HSBC and our clients.
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