Premier Service Manager - Abu Dhabi (UAE National)

HSBC; United Arab Emirates; On-site; AED 120,000 - 150,000; Full time

Job summary

HSBC is seeking a Premier Service Manager to enhance client engagement within their Wealth and Personal Banking team. This role focuses on supporting Premier Wealth Relationship Managers by improving service quality and operational efficiency, ensuring that high-value clients receive exceptional care and support. Join a dynamic team to help define and achieve key business objectives in a leading global bank.

Qualifications

• Extensive knowledge of banking products and services.
• Ability to provide high-quality support to wealth managers.
• Experience in client relationship building and management.

Responsibilities

• Identify client needs and provide solutions effectively.
• Reduce administrative tasks for PWRMs to enhance client service time.
• Maintain high standards of client service and operational practices.

Skills

Customer service

Sales support

Relationship management

Banking products knowledge

Process improvement

Job description

Premier Service Manager

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfill 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 wealth managers with USD1.4 trillion in assets. Our dedicated colleagues serve millions of customers worldwide across private wealth, ranging from personal banking for individuals and families, to business owners, investors, and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans, mortgages, asset management, insurance, wealth management, and private banking, tailored to our customers’ needs.

We are currently seeking an ambitious individual to join our Wealth and Personal Banking team, working with colleagues to define, manage, and achieve divisional business targets.

In this role, you will:

The Premier proposition is a strategic priority for HSBC, and the Premier Service Manager plays a key supporting role in achieving its objectives.

This role supports the Premier relationship team and aims to provide an outstanding customer experience to valuable Premier clients, increasing Premier Wealth Relationship Managers’ (PWRMs) client-facing time. The role offers dedicated support to a team of PWRMs to help achieve KPIs related to activity management, client satisfaction, sales quality, acquisition, recurring income, and portfolio growth.

The role is a point of contact for clients and, in the absence of PWRMs, will serve as the first point of contact. Additionally, the Premier Service Manager may provide credit/lending support as dictated by market requirements. Building ongoing relationships based on value and service is critical to success.

The role requires extensive knowledge of banking products and services across wealth and retail to deliver high-quality service to our highest-value clients.

• Identifying client needs and solutions (50% weightage), including NTB acquisition, upgrades, and referrals.
• Providing high-quality sales support to PWRMs, mainly focused on scheduling appointments and servicing clients.
• Reducing process and administrative tasks for PWRMs to increase their capacity.
• Supporting PWRMs in managing client contact and service, including handling client calls, resolving inquiries, facilitating hand-offs, and managing reminders for active contact.
• Preparing and completing sales documents, managing data input, report generation, and liaising with support functions for client purchase processes.
• Ensuring wealth deal input quality remains within acceptable error rates.
• Building extensive knowledge of HSBC systems and procedures.
• Proactively identifying opportunities to improve process efficiencies.
• Sensitively redirecting clients to the most effective channels.
• Supporting clients in navigating their preferred channels effectively and efficiently.
• Consistently providing professional, premium service exceeding client expectations.
• Maintaining high standards of control and operational practices in line with HSBC’s expectations.