Premier Service Manager (UAE National)

HSBC; United Arab Emirates; On-site; AED 100,000 - 140,000; Full time

Job summary

HSBC is seeking a Premier Service Manager to enhance client relationships and support Wealth & Personal Banking objectives. This strategic role will focus on providing exceptional service and ensuring high-quality support to Premier Wealth Relationship Managers in meeting their business targets.

Qualifications

• Demonstrated extensive knowledge of banking products and services.
• Experience in client relationship management.

Responsibilities

• Provide outstanding customer experience to Premier clients.
• Support PWRMs in managing client interactions and inquiries.
• Prepare sales documents and reports efficiently.

Skills

Customer service

Relationship management

Problem-solving

Sales support

Process improvement

Education

Extensive knowledge of banking products and services

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 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, mortgages, 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:

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

This role is part of the Premier relationship team and a key relationship support role created to provide an outstanding customer experience to our valuable Premier clients and increase Premier Wealth Relationship Manager’s (PWRM’s) client-facing time. The role provides dedicated support to a team of PWRMs in achieving their GWIF KPIs, including activity management, client satisfaction, sales quality, acquisition, Recurring Income, and Total Client Relationship growth.

To deliver client-centric service, this role is a primary contact for clients and, in the absence of the PWRM, will serve as the first point of contact. Additionally, the Premier Service Manager may provide credit/lending support to the PWRM based on market requirements. Building ongoing relationships based on value and service is critical for success in this role.

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

• Identifying client needs and solutions: Focus on solutions KPI (weightage 50%) including NTB acquisition, upgrades, and successful revolving referrals.
• Providing high-quality sales support to PWRMs, mainly focused on appointment setting and servicing clients.
• Reducing process and administrative tasks for PWRMs to increase their capacity.
• Supporting PWRMs in managing client contact and service, including answering client calls, resolving inquiries, and facilitating smooth hand-offs.
• Preparing and completing sales documents, managing data input, report generation, and liaising with support functions.
• Ensuring input quality error rates for wealth deals remain within acceptable levels.
• 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 interaction channels effectively.
• Ensuring clients receive a professional, premium service exceeding their expectations.
• Maintaining high standards of control and operational practices in line with HSBC’s expectations.