Description
The Premier Service Manager (PSM) role is a pivotal position within the International Wealth and Premier Banking (IWPB) branch network.
You will provide high-quality support to a team of Premier Relationship Managers (PRMs) to achieve income plans through acquisition, cross-sales, retention, and growth.
Key responsibilities include:
- Acting as the first point of contact for clients in the absence of PRMs, ensuring seamless service and relationship management.
- Building extensive knowledge of HSBC systems and procedures to effectively handle client needs and improve process efficiencies.
- Proactively identifying opportunities to enhance customer service and process efficiencies.
- Ensuring clients consistently receive professional, premium service that exceeds expectations.
- Maintaining high standards of control and operational practices in line with HSBC's expectations.
- Enhancing customer confidence in HSBC's Global Premier proposition through systematic and regular communication.
- Attaining key performance indicators (KPIs) by acquiring new customers and promoting credit card and general insurance products.
- Meeting KPIs for referrals and cross-selling opportunities.
Requirements include:
- A 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.
Preferred skills and qualifications:
- 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.
Regulatory certifications such as FEDAI, NISM (Demat), and IRDA are preferred or should be obtained/transferred to HSBC within 3 to 6 months of onboarding.
Familiarity with AI-enabled tools is an advantage.