Manager Premier Service

4 weeks ago

UAE, United Arab Emirates HSBC Full time

-Job description

**Manager Premier Service (UAE National) (ID: 0000J0RF)**
**Jebel Ali Branch**

**Some careers shine brighter than others.**

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. 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

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. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for 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 ambitious individual to join our Wealth and Personal Banking team, working together with colleagues to define, manage and achieve divisional business targets.

**In this role, you will**:

- To assist the Senior Sales Manager to plan, direct, control sales & services, Specifically, partnering with Premier Wealth sales management to exceed KPIs set for the segment, and to ensure excellent quality service is provided and cross sell opportunities are maximized, while maintaining the required controls.
- To support the Wealth Senior Sales Manager and Senior PWSM in the delivery of customer driven service & sales, efficiency of service capability, operational quality, de-risking business and control of costs to meet the wealth plan. Continually improving the standards of customer driven behavior for Premier clients by daily monitoring of Premier Service Manager activity levels.
- Continually monitoring and reviewing procedures in place and ensuring compliance with BIM/FIM requirements, audit recommendations, local laws and the Group’s compliance and money laundering requirements.
- Participation and managing of operational risk including its identification, assessment, mitigation and controls, loss identification and reporting in accordance with the framework as set out in Group Operations FIM Chapter 4 for Premier.
- Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
- To manage, coach and monitor a team of Premier Services Managers to achieve Premier & Wealth Management customer service and sales targets, by managing resolution of customer enquiries in a professional and timely manner. Guide PSMs to develop and manage relationships with Premier Clients by providing exceptional customer service and managing queries, complaints and Premier transactional support effectively and efficiently.
- Manage and lead proactive cross selling of profitable banking and Wealth (I&I) products and the provision of higher value investment and insurance products to existing and new clients. Drive referrals not only to Wealth PWRMs but also to CMB and the Private Bank, when appropriate. In simple terms, earn 100% of every Premier customer’s business, wherever possible.
- Build a positive team environment and working relationships with assigned team of Wealth PWRMs and ensure collaboration between PWRMs and PSMs to successfully achieve Premier and Wealth related goals.
- Work with Premier Wealth Sales Manager and Wealth PWRMs to coordinate and manage a Premier customer contact regime which generates the quality leads to achieve or exceed sales targets
- To create an environment that engenders the desired Premier / Wealth sales and service culture and underscores HSBC’s ongoing investment in people
- To manage regular audit and operational requirements such as Diary Watch, Camp alerts, regular Premier Downgrade exercise, accounts on-boarding for Premier team together with Senior PWSM and PWSMs
- To effectively manage a diverse team of PSM’s, made up of individuals of varying nationality and background and to manage a range of activities in a competitive personal banking environment where the customer base ranges from high profile HNWIs, through to MNWIs to a large mass market contingent.
Requirements

**To be successful in the role, you should meet the following requirements**:
**Knowledge / Experience**
- Bachelor’s degree is must to obtain visa in UAE
- Strong interpersonal and empathy skills with strong decision making and ability to deliver
- Minimum of two years working in financial services industry
- Previous experience in Retail/Premier sales preferred
- Understanding of core products, Premier proposition, and familiar with retail and wealth product processes
- Understanding

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