Premier Service Manager - Wealth & Personal Banking

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. 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 (WPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs. Wealth and Personal Banking has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.

We are currently seeking a high calibre professional to join our team as a Premier Service Manager.

Principal Responsibilities

• Provide servicing, operational and administrative support to the Relationship Managers and Team Head
  • By ensuring daily operational output within standard turnaround times and strict compliance with all control and procedural instructions and requirements
    • ensuring that customer correspondence, enquiries, and requests are attended to promptly and accurately, while maintaining a high standard of client confidentiality, service and care
    • liaising with support departments to ensure that clients’ requests, transactions, and applications are carried out promptly and accurately in accordance with proper procedures
  • By assisting with customer enquiries and instructions on non-investment products, services, and procedures while Relationship Managers are out of office, ensuring uncompromised service level to clients in their absence
  • By providing all other aspects of service/administrative support that may be required from time to time
• Uphold service standards within the International wealth hub team
  • By championing service-related initiatives within the team, ensuring that the team is regularly updated on and adheres to the latest services and operational policies and procedures
  • By taking ownership of customer feedback on non-investment related items, updating CMS, assisting with investigation, and ensuring resolution within the set service standards
  • By proactively identifying and highlighting service gaps, contributing to discussions and representing International Wealth Hub team in intra-department initiatives as necessary
  • By providing relief support to other International wealth hub teams to rebalance workload as the need arises
• Develop team members’ skills and knowledge of service & process matters
  • By ensuring OJT is carried out for new sales & service staff, ensuring that new joiners have a solid background on service and operations
  • By mentoring and identifying the training needs of junior service team members for ongoing development
• Ensure adherence to internal standards and controls
  • By maintaining HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
  • By implementing Group Compliance Policy as applicable to the role
  • By managing the operational risk associated with the role and taking action to minimize the likelihood of operational risk occurring including risk identification, assessment, mitigation and control, loss identification and reporting

• Candidates with 2-5 yrs. working experience
• Experience in a retail-banking environment with focus in service and sales
• Good knowledge of Wealth Management products and HUB and well-versed in regulatory requirements, administrative and procedural matters

You’ll achieve more when you join HSBC.
www.hsbc.com/careers

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Issued by The Hongkong and Shanghai Banking Corporation Limited.