Premier Service Manager - NRI Services (UAE National role)

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If you’re looking for a career that will help you stand out, join HSBC and fulfil 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

HSBC aims to be the international bank of choice for affluent customers, supporting their domestic and international banking, and holistic wealth management needs. We help customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs around the world.

This role is to assist in the development and growth of long-term Premier customer relationships by delivering outstanding service while managing queries, complaints and transactional support, through seamless coordination with the India Non-Resident branches and Global Resourcing teams based out of India.

In this role, you will:

• Facilitate Premier customer to reach out to the India network to fulfill their needs and thereby support in developing and growing valuable long-term relationships with Premier customers. This should be done on a non-solicited basis.
• Drive the above requests to most efficient and effective channel(s) and provide resolutions to Premier customer enquiries, wherever possible.
• Facilitate Premier customers with account opening, through seamless coordination with India Global Resourcing team as per India regulatory requirements. Facilitate Premier customers with account maintenance requests, by coordinating with the dedicated India Non-Resident Centers and Global Resourcing teams based in India and redirect Non Premier customers to Contact Center or to the concerned branch in India.
• Facilitate all Reverse enquiry requests that have been received from the customer. This should be in compliance Cross Border Marketing guidelines.
• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets

To be successful in the role, you should meet the following requirements:

• Previous experience in IWPB sales & service
• Strong understanding of HSBC Group across key business areas, including HSBC International Personal Banking services and Offshore
• Knowledge of core products, account opening systems and Customer Relationship Management system
• Knowledge of appropriate Branch operational procedures
• Money Laundering Awareness
• Knowledge of Regulatory and compliance issues as required locally
• Understand the details of all cross border rules and regulations.
• Comprehensive understanding of the Premier proposition and products, along with the ability to communicate these effectively to customers
• Excellent interpersonal and customer service skills, including strong telephone skills
• Excellent communication skills (oral & written) in English
• Excellent planning and organizational skills and computer literacy
• Skills to understand and adhere to policies and regulation.
• Methodical and organized, a lateral thinker with well developed time management skills
• Strong decision making skills and proven ability to manage own time
• A self-starter who is able to work under minimal supervision and takes initiative in dealing with day-to-day challenges and issues
• Ability to manage and support Premier customer contact activity
• Excellent sales identification and referral skills
• Teamwork and collaboration skills
• A graduation degree is essential for obtaining a UAE visa and work permit. If your university certificate is from outside the UAE, up-to-date attestations and equivalency are also mandatory (Recognition of Higher Education Qualifications Issued Outside The UAE

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.

We believe diversity brings benefits for our customers, our business and our people. Different ideas and perspectives help us innovate, manage risk and grow the business in a sustainable way. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hong Kong and Shanghai Banking Corporation Limited.