Premier Service Manager

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Business Descriptor:

International Wealth and Premier Banking (IWPB) provides a leading premium proposition through Premier Banking and, together with our Global Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance. HSBC Global Private Banking helps high net worth and ultra-high net worth clients manage, grow, and preserve their wealth for generations to come. Our network of global experts helps clients access investment opportunities around the world, plan for future with wealth and succession planning, manage their portfolio with tailored solutions, and find the right support for their philanthropy. 

Role Purpose

As a Premier Service Manager (PSM), you’ll deliver exceptional service and support to our Premier Relationship Managers (PRMs) and their elite client base. You’ll play a pivotal role in enhancing customer loyalty, supporting sales targets, and ensuring operational excellence in a highly competitive market.

Key Responsibilities:

Client Service & Support:

• • Provide high-quality sales and service support to PRMs, including appointment scheduling, client enquiries, and event organization.
  • Manage all processing related to the Wealth Management System and back-office functions for Premier clients.
  • Ensure timely and accurate handling of client requests, aiming for first-contact resolution.

Operational Excellence:

• • Ensure all processes comply with HSBC policies, regulatory requirements, and internal controls.
  • Maintain 100% accuracy in KYC and documentation for new accounts and transactions.
  • Proactively identify and escalate operational risks and compliance issues.

Collaboration & Teamwork:

• • Work closely with branch teams, call centers, and support functions to deliver a seamless client experience.
  • Act as a guide and mentor to other PSMs and team members on service and operational matters.
  • Step in as Acting Customer Service Manager/Desk Branch Manager in their absence.

Risk & Compliance:

• • Adhere to AML, Sanctions, and regulatory guidelines.
  • Remain vigilant for unusual activities and promptly report any concerns.
  • Complete all mandatory compliance training within required timeframes.

What We’re Looking For

Experience:

• • Minimum 3 years in banking or financial services, with strong knowledge of banking products, systems, and processes.
  • Proven track record in customer service and sales support.

Skills:

• • Excellent communication, organizational, and problem-solving skills.
  • Strong business focus and customer orientation.
  • Ability to work effectively in a team and manage multiple priorities.

Qualifications:

• • Bachelor’s degree required; postgraduate qualification is a plus.

Additional Information

• Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.

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 Hongkong and Shanghai Banking Corporation Limited, India