Premier Service Manager

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Business Descriptor

Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking that best suit our customers’ needs.

Job Introduction

The Premier Service Manager (PSM) role is a pivotal position within the International Wealth and Premier Banking (IWPB) branch network. IWPB is executing a multiyear growth strategy, pivoted on positioning as a global bank, committed to the long-term India growth story, and bringing to India its full scale of global capabilities. The business is poised for growth and is currently adding 20 more branches in phases to its existing fleet of 26 branches. This role is customer-facing, primarily servicing walk-in customers and managing their requirements to ensure satisfaction. The Premier proposition is a strategic priority for HSBC, and this role supports the Premier Relationship Managers (PRMs) in achieving their objectives by enhancing client-facing time and providing outstanding customer experiences.

Principal Responsibilities

• Provide high-quality support to a team of Premier Relationship Managers (PRMs) to achieve income plans through acquisition, cross-sales, retention, and growth.
• Act as the first point of contact for clients in the absence of PRMs, ensuring seamless service and relationship management.
• Build extensive knowledge of HSBC systems and procedures to effectively handle client needs and improve process efficiencies.
• Proactively identify opportunities to enhance customer service and process efficiencies.
• Ensure clients consistently receive professional, premium service that exceeds expectations.
• Maintain high standards of control and operational practices in line with HSBC’s expectations.
• Enhance customer confidence in HSBC’s Global Premier proposition through systematic and regular communication.
• Attain key performance indicators (KPIs) by acquiring new customers and promoting credit card and general insurance products.
• Meet KPIs for referrals and cross-selling opportunities.

Education Qualifications / Certifications and Requirements

• Graduate Degree
• Minimum of two to five years of experience in a customer service or banking environment.
• Holistic understanding of branch operations and processes.
• Sound understanding of the company’s customer service requirements.

Other Requirements (Knowledge and Experience)

• Exceptional and updated knowledge of banking products, systems, and processes.
• Well-organized with a professional image and extraordinary business focus.
• Strong customer orientation and ability to provide exemplary service.
• Self-motivated with the drive to overachieve on goals and targets.
• Ability to build close relationships with team members and skillful association with support group colleagues.

Skills

• Exceptional Communication Skills: Ability to convey information clearly and effectively across various channels.
• Strong Interpersonal Skills: Capable of building and maintaining positive relationships with colleagues and clients.
• Highly Organized: Demonstrates meticulous attention to detail and efficient task management.
• Collaborative Team Player: Works well within a team, contributing to collective goals and fostering a supportive environment.
• Proactive and Efficient: Acts swiftly and decisively to achieve objectives, ensuring timely completion of tasks.

Regulatory Certifications:

FEDAI, NISM (Demat), and IRDA certifications are preferred or should be obtained / transferred to HSBC mapping within 3 to 6 months of onboarding

Pro-tip : Familiarity with AI-enabled tools is an advantage.

Eligibility Criteria

• India Bank / INM employees will be eligible to apply to this role after completion of 12 months in the current role/position at the time of application on level transfer and/or promotion.
• Entity Employees (not from India Bank) to be guided by their internal policy on tenure completion in current role at the time of application before applying and share line manager approval once shortlisted
• INM Employees in scope of WPB Career Progression Framework not eligible to apply to roles within the purview of the Framework.

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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