Remote Customer Service Representative-Jobs in Spanien

Lead your team to deliver the key performance indicators (KPIs) and plan.

Ensure sales activity management and the sales process are used to effectively meet customer needs.

Lead Team Sales Managers of PRMs and FPMs in line with the processes and activities in the WPB Operating Model and other operational guidelines to achieve consistency in management and service delivery to HSBC customers.

Monitor and act on sales activity management information and other internal tools, using them to coach your team and achieve business goals.

Identify and act on factors that would increase local competitiveness.

Write investment business from Remote RMs portfolio.

Promote collaboration and refer JADE / EBS / Private banking leads.

Use principles and guidelines in the operating model to ensure customer needs are identified and PRMs utilize support from specialists where appropriate.

Conduct Field Visit Observations (FVO) / Live Observations on the job and coach PRMs & FPMs on sales skills weekly.

Achieve the assigned country PRM NPS score by leading sales managers.

Monitor the quality of calls by PRMs & FPMs, providing feedback and coaching.

Manage application of EDRAS, client funnel management, and sales quality standards.

Implement customer relationship and proposition strategies.

Build a prominent profile in your community to enhance HSBC's reputation and brand.

Lead and manage the PRM team.

Drive a high-performance culture through objective setting, performance reviews, and addressing poor performance.

Evaluate performance against KPIs and recommend incentives accordingly.

Observe, give feedback, and coach the team to improve effectiveness.

Ensure development plans are created and monitored for each PWRM every six months.

Ensure mandatory HSBC training courses are completed by each PWRM and PSM.

Train and develop your team to meet business needs and country training plans.

Recruit and onboard high-caliber individuals as per headcount and resourcing plans.

Maintain and share best practices to create an exceptional customer experience.

Hold regular meetings with your team to share priorities, coach, and address issues.

Role-model HSBC values and foster an inclusive, diverse, and engaging work environment.

Collaborate with other teams for group benefits.

Ensure sales and operations comply with HSBC policies and local regulations.

Assist management in identifying and managing Money Laundering risks and ensure compliance with KYC and Sanctions policies.

Respond to RFIs, alerts, and report suspicious activities as per compliance standards.

Complete all mandatory compliance training and participate in AML and Sanctions projects.

Manage information risk and adhere to ISR policies, reporting operational risks promptly.

Ensure staff compliance with AML and Sanctions policies and participate in related projects.

• Graduation degree is REQUIRED to secure a UAE Visa and Work Permit.
• Proven leadership and management skills in retail distribution.
• Experience in relationship management within the retail/wealth sector.
• Alignment with HSBC Values.
• Adherence to controls and compliance standards.
• Minimum 5 years of sales & service experience in financial services, including sales management.
• Track record in managing teams selling financial planning solutions to high-net-worth clients.
• Experience in developing and implementing sales strategies.
• Strong financial services knowledge and client relationship skills.
• Knowledge of financial markets and wealth management products.
• Excellent interpersonal, influencing, and negotiating skills.
• Coaching and sales management skills.
• Planning, organizing, analytical, and problem-solving skills.
• Strategic thinking with leadership and business acumen.
• Strong presentation skills for wealth, insurance, and investment solutions.
• Leadership with sound judgment and people management skills.
• High energy to lead change within the sales organization.

For more details and application, visit our careers site: 0000LJL9

We support flexible and alternative working arrangements, including remote work and flexible hours, subject to approvals.

HSBC is committed to fostering a respectful, inclusive, and professional workplace that offers continuous development opportunities.

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Issued by The Hong Kong and Shanghai Banking Corporation Limited. Job ID 0000LJL9