Senior Manager Premier Direct

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This leadership role is responsible for building and shaping the Premier Direct (virtually managed) channel within UAE Wealth Distribution. The Senior Manager, Premier Direct leads and develops a team of managers overseeing PD Relationship Managers and FPMs to deliver both wealth and service outcomes for Premier customers. Success is measured through improved iNPS and customer experience, increased wealth penetration and commercialization of the PD portfolio, higher EBR productivity, and strong delivery of activity, outcome and control KPIs—while ensuring robust risk management, conduct, compliance and zero breaches. The role also drives the WPB operating model and customer contact strategy locally, and focuses heavily on coaching, upskilling and performance management to build trusted, needs-based relationships and grow wallet share profitably. 

Duties & Responsibilities:

• Support delivery of portfolio penetration, activity and outcome KPIs, NNM/Wealth NNM targets, and improved client recommendation scores.
• Lead the Premier Direct (RPD) team to execute the sales process and activity management discipline to meet customer needs and deliver the business plan.
• Run the team in line with the WPB Operating Model and local operational guidelines to ensure consistent people management and service/sales delivery.
• Exceed portfolio penetration benchmarks by proactively securing need fulfilment from Premier customers (walk-ins, referrals, assigned leads, personal networks and new-to-bank).
• Review portfolios to identify cross-sell opportunities, deepen loyalty, and manage non-qualifiers (reinstate eligibility or transfer out) in a customer-led way.
• Champion and consistently apply the Global Premier proposition across the portfolio and team interactions.
• Maximize profitability and drive growth of the Premier client portfolio through development of existing and new relationships.
• Build and retain sustainable client relationships through regular reviews, understanding near- and long-term goals, and advising on relevant products and services.
• Use CRM, tools and performance data effectively—maintaining complete and up-to-date client records—to improve service delivery and WPB performance.
• Monitor daily sales/activity MI and coach the wider team based on insights to improve outcomes and deliver business goals.
• Establish and agree client contact strategies aligned to Group operating models and local requirements.
• Create a high-performance culture through clear objective setting, regular performance reviews, targeted coaching, and decisive action on underperformance.
• Ensure each PWRM has a development plan, reviewed at least every six months, and that all PD staff complete mandatory training.
• Train, develop and upskill the team in line with country training plans; share best practices to deliver an exceptional customer experience.
• Recruit and onboard high-Caliber talent aligned to headcount and resourcing plans.
• Hold regular team and 1:1 meeting to align priorities, maintain focus, and manage risks and issues early.
• Role-model HSBC values, foster an inclusive environment, and collaborate across teams to deliver outcomes that benefit the wider Group.
• Set the standard for suitable wealth solutions and service excellence, taking full accountability for personal development.
• Supervise the end-to-end provision of Wealth Management services to Premier customers, covering both initial advice and ongoing relationship management.
• Build HSBC’s reputation locally by developing a strong community profile and network of internal and external professional contacts to generate new business.
• Operate effectively in a highly competitive market (e.g., IFAs, investment managers, fund houses, private banks, and local/international banks) through strong planning and execution of local marketing and activity plans.

Experience & Qualifications:

• 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)
• 5+ years’ experience leading Sales Managers and frontline teams within a regulated financial services environment.
• Degree from a recognized university (or equivalent).
• Proven, consistent track record in sales performance and relationship management.
• Strong understanding of sales management disciplines and the financial planning sales process.
• Broad knowledge of the financial services landscape and competitive dynamics.
• Customer-led mindset with a clear focus on service quality and client outcomes.
• Arabic language capability preferred.
• Clear understanding of how the Premier segment creates value for both customers and the bank.
• High levels of ownership, accountability and personal drive; professional presence and credibility.
• Excellent interpersonal and communication skills (written and verbal).
• Strong commercial focus—target-driven, goal-oriented and results-led.
• High customer focus with a service-driven approach.
• Solid technical knowledge across Protection, Pensions and Investments.
• Strong relationship-building capability, with effective listening and questioning skills.
• Demonstrated ability to influence, persuade and negotiate effectively.
• Strong planning, organization and prioritization skills; adaptable to flexible working hours as required.
• Analytical, data-informed approach to performance and decision-making.
• ICWIM (or equivalent) Qualified and Competent status preferred.
• Up-to-date knowledge of regulatory requirements, technical standards and product criteria.
• Understanding commercial operations and operational delivery within a wealth/sales environment

For further details and application information please visit our careers site, searching for the reference number 59683.

We support our staff to adopt flexible and alternative ways of working where possible, including working from home and different hours subject to approvals.

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. 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