ONLY FOR EMIRATIS/ UAE Nationals
Premier Service Manager
Location: Al Jumairah Branch
HSBC is one of the world’s leading banks, with a network covering 67 countries and territories. Our global reach means we offer many ways for you to develop your career. We offer an inclusive, values-led culture, tailored learning and development programmes and competitive benefits. We have roles in retail, commercial, investment and private banking and a range of operational and functional teams.
To assist in the development and growth of long-term Premier customer relationships by delivering outstanding service while managing queries, complaints and transactional support in a timely and efficient way.
Identify Premier customer needs and maximize Wealth sales opportunities in the branch environment. Develop and grow valuable long term relationships with Premier Relationship Managers.
Maximize time available for Wealth Premier Relationship Managers to complete more ‘value added’ sales activities by managing inbound customer queries, complaints and provide transaction support, working with the Premier Support Centre where appropriate. Drive customer enquiries to most efficient and effective channel(s) and provide one-stop resolution to Premier customer enquiries wherever possible.
Effectively correspond with fund Providers & other Wealth and operational teams on customer queries in order to maintain customer services SLAs (Service level agreement).
Ensure that Wealth Management sales are booked within the scales laid by Middle East Wealth Management standards and SLAs
Duties & Responsibilities
Impact on the business
Increase efficiencies and reduce customer delays, and actively participate in improving customer service.
Arrange and coordinate Premier Customer meetings with Wealth PRMs
Support Wealth PRMs and Wealth Sales Managers by managing administration of wealth Management documentation for all assigned Premier Customers
Ensure that all appropriate Wealth product and marketing materials are displayed in the branch and are delivered to Premier customers
Minimize all discrepancies on customer applications/ documents
Build strong customer relationships and provide efficient and high quality service
Ensure telephone manners are both professional and courteous and convey messages accurately
Own all Premier walk-in customer contacts and direct them as appropriate or resolve questions independently
Identify, contact and schedule customers suitable for a Premier Annual Review
Drive Premier customers to the Premier Support Centre for support 24/7 for all types of service needs Leadership & Teamwork
Work with other Premier Services Managers to ensure a consistent approach and
Ensure that business risks are managed and operational procedures comply with Group and regulatory standards and guidelines
Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
Experience & Qualifications
Preferably previous experience in Premier Wealth Management sales & service
Knowledge of core products, account opening systems and Customer Relationship Management system
Knowledge of operational procedures related to the sale of insurance and investment products at HSBC
Money Laundering Awareness
Knowledge of Regulatory and compliance issues as required locally
Comprehensive understanding of the Premier proposition and products, along with the ability to communicate these effectively to customers Skills
Excellent interpersonal and customer service skills, including strong telephone skills
Excellent communication skills in English (Oral & written)
Excellent planning and organizational skills and computer literacy
• Strong decision making skills and proven ability to manage own time
A self-starter who is able to work under minimal supervision and takes initiatives in dealing with day-to-day challenges and issues
Ability to manage and support Premier customer contact activity
Retail Banking and Wealth Management (RBWM) serves more than 50 million customers worldwide. Our employees help customers to manage their day-to-day finances and save for the future. We offer career opportunities ranging from customer service and relationship management jobs in branches to roles in product development, sales, strategy, asset management and insurance. There are many career opportunities in Retail Banking and Wealth Management, from customer service and relationship management jobs in branches to roles in product development, sales, strategy, asset management and insurance. Generalist, specialist and managerial roles are available at all levels. For more information visit http://www.hsbc.com/careers/explore-our-business
We put diversity at the heart of our business and we take our responsibility to develop our talent seriously.
Joining HSBC will give you the chance to work in a colleg
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