Assistant Manager Premier Services

Job description
he health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (COVID-1+), we're leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have. Some careers open more doors than others. If you're looking to unlock new job opportunities, take a look at the possibilities right on your doorstep here at HSBC. 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 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC's wealth revenues grew 12% in 2024 (year-on-year) to 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. We are currently seeking an experienced person to join the WPB Premier Services Team Role Purpose • 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 a 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 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 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 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. 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 lo...