Premier Service Manager

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International Wealth and Premier Banking (IWPB) helps deliver on HSBC’s 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 world’s 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.

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

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.

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.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited, India