Premier Service Manager

HSBC Holdings plc; Mumbai; On-site; INR 1,200,000 - 1,900,000; Full time

Job summary

HSBC is hiring a Premier Service Manager in Mumbai to support Premier Relationship Managers, serve walk-in clients, and drive cross-sell opportunities. The role focuses on delivering premium service, maintaining robust controls, and enhancing customer experience within HSBC's IWPB network.

The ideal candidate has 2–5 years in banking or customer service, strong communication, and a solid understanding of branch operations and banking products.

Qualifications

• Graduate degree required.
• 2–5 years of experience in customer service or banking.
• Understand branch operations and customer service requirements.
• Knowledge of banking products, systems and processes.

Responsibilities

• Provide high-quality support to Premier Relationship Managers to achieve income plans.
• Act as first point of contact for clients when PRMs are unavailable.
• Build knowledge of HSBC systems and procedures to handle client needs.
• Identify opportunities to enhance customer service and process efficiencies.
• Ensure clients receive professional, premium service and maintain strong control standards.
• Communicate HSBC Premier benefits to clients and meet referral/cross-sell KPIs.

Skills

Communication

Interpersonal skills

Organization

Team collaboration

Proactivity

Education

Graduate Degree

Job description

Some careers open more doors than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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.

Job Introduction

The Premier Service Manager (PSM) role is a pivotal position within the International Wealth and Premier Banking (IWPB) branch network. IWPB is executing a multiyear growth strategy, pivoted on positioning as a global bank, committed to the long-term India growth story, and bringing to India its full scale of global capabilities. The business is poised for growth and is currently adding 20 more branches in phases to its existing fleet of 26 branches. This role is customer-facing, primarily servicing walk-in customers and managing their requirements to ensure satisfaction. The Premier proposition is a strategic priority for HSBC, and this role supports the Premier Relationship Managers (PRMs) in achieving their objectives by enhancing client-facing time and providing outstanding customer experiences.

• Provide high-quality support to a team of Premier Relationship Managers (PRMs) to achieve income plans through acquisition, cross-sales, retention, and growth.
• Act as the first point of contact for clients in the absence of PRMs, ensuring seamless service and relationship management.
• Build extensive knowledge of HSBC systems and procedures to effectively handle client needs and improve process efficiencies.
• Proactively identify opportunities to enhance customer service and process efficiencies.
• Ensure clients consistently receive professional, premium service that exceeds expectations.
• Maintain high standards of control and operational practices in line with HSBC’s expectations.
• Enhance customer confidence in HSBC’s Global Premier proposition through systematic and regular communication.
• Attain key performance indicators (KPIs) by acquiring new customers and promoting credit card and general insurance products.
• Meet KPIs for referrals and cross-selling opportunities.

Education Qualifications / Certifications and Requirements

• 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.

Other Requirements (Knowledge and Experience)

• 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.

Skills

• Exceptional Communication Skills:Ability to convey information clearly and effectively across various channels.
• Strong Interpersonal Skills:Capable of building and maintaining positive relationships with colleagues and clients.
• Highly Organized:Demonstrates meticulous attention to detail and efficient task management.
• Collaborative Team Player:Works well within a team, contributing to collective goals and fostering a supportive environment.
• Proactive and Efficient:Acts swiftly and decisively to achieve objectives, ensuring timely completion of tasks.

Regulatory Certifications:

FEDAI, NISM (Demat), and IRDA certifications are preferred or should be obtained / transferred to HSBC mapping within 3 to 6 months of onboarding.

Pro-Tip:

Familiarity with AI-enabled tools is an advantage.

You’ll achieve more at HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India