Premier Service Manager

International Wealth and Premier Banking (IWPB) helps deliver on HSBC's purpose of opening up a world of opportunity by providing customers with borderless banking and wealth management through mobile-first capabilities and exceptional people. The international network and breadth of expertise support individuals, families, business owners, investors, and entrepreneurs. The role requires being part of the Premier relationship team across branches.

Role Purpose (overall high-level summary of the role):

The HSBC Premier offering is one of the world's first globally linked banking offerings. 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, as well as day-to-day contact with clients in the delivery of proposition objectives.

In order to deliver client-centric service, the role also requires being a point of contact for clients as and when required and providing customers 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 high-value personal clients, the role holder will need to demonstrate extensive knowledge of banking products and services across wealth and retail.

Principal Accountabilities: Key activities and decision-making areas:

Impact on the business:

• Provide high-quality sales support to a team of PRMs, mainly focused on getting appointments for PRMs and supporting PRMs in servicing their clients.
• Reduce the time spent on process and administrative tasks by PRMs to increase PRM capacity.
• Support PRMs to manage client contact and service, including, in the absence of PRMs, answering client calls, resolving client enquiries on transactional needs, 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 requirements.

Clients/Stakeholders:

• Handle client enquiries relating to the PRM's portfolio in a positive, timely, and appropriate manner.
• Aim to resolve customer queries at the first point of contact and minimize referrals to the PRM for routine transactions.
• Have strong knowledge of the PRM's portfolio of clients with the support of CRMS and analytical tools.
• Proactively respond to clients in face-to-face and/or telephone settings, updating client profile screens with details of client contact.
• Maintain a basic understanding and technical knowledge of relevant products and services.
• Support PRMs to execute suitable solutions for responsible product areas with clients to fulfill their needs and ensure efficient follow-up.
• Manage the Premier desk, including required contact activity, in the absence of PRMs.
• Assist the PRM in organizing events as and when required.
• Refer attrition cases to the PRM immediately.
• Coordinate with cross-functional teams to manage Premier TAT and customer expectations.

Typical Targets and Measures:

• Total number of appointments achieved by the PRMs that the PRO supports.
• Support PRMs on financial reviews and fulfill basic client needs more efficiently as guided by one or two local priorities. It can be multichannel penetration, basic banking, lifestyle needs penetration, or RPQ update.
• TCR growth performance of PRMs that the PRO supports.

Leadership and teamwork:

• Communicate effectively and work 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 manage time in order to support different PRMs concurrently.
• Proactively identify opportunities/issues and provide feedback to branch management and HTS to improve products and service processes.
• Put the client at the heart of the business and deliver joined-up services and solutions aligned to customer needs.
• Positive stakeholder feedback, in particular PRM feedback.

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 local regulations in all aspects of strategy, sales processes, client correspondence, financial promotions, administration, and complaint handling.
• Ensure zero discrepancies on documentation for new Liability and Wealth accounts.
• Ensure 100% accuracy on all KYC and non-KYC documentation and processing of customer instructions.
• Ensure all entries captured on WMS are error-free and reconciled every day.
• Achieve the operational standards for the business and work within agreed procedures and guidelines, displaying high levels of integrity at all times.
• Maintain awareness of operational risk and minimize the likelihood of it occurring, including its identification, assessment, mitigation and control, loss identification, and reporting.
• Maintain minimum concurrent audit comments and nil reminders.
• Ensure nil frauds for any cases sourced/handled by the branch.
• Ensure use of RMP for activity management and referring leads to PRMs.
• Ensure no compliance breaches in audit reports where relevant.
• Support timely implementation of recommendations made by internal/external auditors and external regulators.
• Maintain satisfactory audit ratings.
• Comply with applicable laws, regulations, Group and local guidelines related to Sanctions and AML policy while undertaking day-to-day operations.
• Remain alert and promptly report to the Sanctions Officer, INM FCC office, or Line Manager, as applicable and required by AML and Sanctions Policy, if a customer is found to be engaging in sanction evasion activities or violations of AML policy or related procedures.
• Understand the legal responsibility to be vigilant for unusual activity and report unusual activities.
• Support the Country or Regional FCC AML Office/AML Investigations by providing additional information when required.
• Attend and successfully complete AML and Sanctions-related assigned training in the mandated timeframe.
• Understand the consequences of failing to attend or successfully complete the training as mandated by the AML Education Lead FCC.
• Request additional AML training deemed necessary or appropriate to perform the job through the entity manager.
• Demonstrate an understanding of PEP acceptance, prohibition, CDD, and EDD guidelines to ensure full compliance with the PEP LoBP.
• Be aware of and identify high-risk indicators for various products and services offered, such as cash, insurance, and credit card products.
• Ensure that all records are obtained in respect of customers or new-to-bank customers for any products and services provided, as per the laid down process.
• Ensure that the prescribed process is followed while dealing with non-HSBC customer requests for monetary instruments and wire transfers.
• Ensure adherence to regulatory guidelines and internal AML and Sanctions Policy, including pouch and mail, monetary instruments, cash services, and payment transparency Line of Business Procedures.
• Be aware of AML risk posed by pouch and mail, monetary instruments, cash services, and wire transfer services and undergo mandatory training for the same.
• Undertake necessary remediation steps in case of any breach or non-adherence to the policy laid down in the LoBP.
• Undertake necessary due diligence to ensure that the nature of the transaction is in sync with the customer profile; otherwise raise it to the line manager for further clarification.
• 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 ensure the same is communicated to customers in an effective and polite manner.

Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities):

• Provide high-quality support to PRMs.
• Build extensive knowledge of systems and procedures in order to handle client needs.
• Proactively help identify opportunities to improve process efficiencies.
• Sensitively redirect clients to the most effective and efficient channel.
• Support the client in navigating the channel of their choice effectively and efficiently.
• Ensure the client consistently receives a professional premium service which exceeds expectations at all times.
• Maintain high standards of control and operational practices.
• Ensure the highest standards of customer service in terms of timeliness and customer experience.
• Enhance customer confidence in the Global Premier proposition by ensuring the offer of a relevant product suite and supporting this through systematic and regular communication.
• Balance customer servicing activity along with sales acquisition while ensuring the necessary growth in the existing portfolio coupled with minimal attrition.
• Provide superior service to all walk-in customers as per guidelines.

Role Context (The environment and operating conditions of the role including the extent of guidance and authority):

Premier is a key proposition in the bank's strategy. Over recent years, the business and organization has made considerable progress both in performance versus peer group and in strategic transformation. Over the medium term, there has been improvement in both profitability and the ability to meet the needs of target clients.

The following overriding principles apply to the delivery of all propositions, products, and services through all channels to all customers at all times:

• Treat all customers fairly.
• Apply Group values and business principles in all dealings with customers.
• Meet or exceed all local and international laws, regulations, and codes of practice.
• Deliver services to customers in a manner that provides speed, ease, certainty, and empathy.

Management of Risk (Operational Risk / FIM requirements):

Adhere to processes and controls to identify and mitigate risks and ensure timely escalation of control issues and reputation risks.

Observation of Internal Controls (Compliance Policy / FIM requirements):

Maintain internal control standards and address 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):

• Have exceptional and updated knowledge of banking products, systems, and processes.
• Be well organized and depict a professional image.
• Display extraordinary business focus and customer orientation and provide exemplary service.
• Be self-motivated and have the drive to overachieve on goals and targets set out.
• Display close bonding with immediate team members and skillful association with support group colleagues.

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, organizing, 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, and manage team capacity and leave in line with policy as applicable.