Premier Service Manager

Some careers open more doors than others. If youre 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 HSBCs 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 worlds 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. We are currently seeking an experienced person to join the WPB Premier Services Team Role Purpose The HSBC Premier offering is one of the worlds first globally linked banking offerings. And of strategic importance for HSBC, the role requires you to be part of premier relationship team across branchesThe 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 objectivesIn 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 a memorable service experience by having a problem solving attitudeIn 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 Responsibilities 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 clientsReduce the time spent on process and administrative tasks by PRM to increase PRMs capacitySupport 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 contactProvide 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 clients enquiries relating to the PRMs portfolio in a positive, timely, and appropriate manner. Aim to resolve the customers queries at the first point of contact and minimise referrals to the PRM for routine transactions.Has strong knowledge of the PRMs portfolio of clients with the support of CRMS and analytical toolsProactively responds to client in face-to-face and/or telephone settings, updating client profile screens with details of client contactMaintains a basic understanding and technical knowledge of relevant products and servicesSupport PRMs to execute suitable solutions for product areas responsible for with clients to fulfill their needs and ensure efficient follow upManager 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 immediatelyCoordinate with cross functional teams to manage Premier TAT / customer expectationsLeadership and teamwork Communicate effectively and works well with other teams within the Branch, Call Center, HTS, and other relevant partners that impact the clients experience of HSBC; in order to ensure a consistent approach and application of Premier standardsEfficiently manages time in order to support different PRMs concurrentlyProactively identifies opportunities/issues and provides feedback to branch management and HTS to improve products and service processesDelivering the firm - Put the client at the heart of our business and deliver joined up services and solutions aligned to customer needs.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 .