Service Manager - International

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We are currently seeking an experienced professional to join the International – IWPB team.

Job Introduction

The job holder would play an important role as a Service support to the OI RM team he/ She would provide sales management, service support and  back office functioning.

Principal Responsibilities

• Assist the OI RM ( Premier & PB team) on service related queries.
• Manage the Service Proposition for the Premier customers.
• Manage all processing in relation to the Wealth Management System.
• Ensure audit & compliance while processing customer requests.
• Manage all back-office functioning in relation to Premier/ Non premier Clients.
• Assist in creating and maintaining the customer centric environment where the team maximises performance & provides highest quality service in line with the Target Operating Model (TOM) as defined by Group.
• Provide support to OI sales teams in tracking portfolio, lead management & BAU activities
• Support on resolving queries /complaints and liaise with the central teams to ensure resolution
• Support the OI PERSONAL BANKER to resolve customer complaints resolution.
• To initiate and implement plans to improve the throughput/productivity of OI PB’s.
• Handles customer complaints efficiently within the SLA to the TCF standards.
• I&I Certification and record management
• Cross border related controls

Education Qualifications / Certifications and Requirements :

Graduation

Knowledge / Experience

1. Demonstrate behaviours consistent with HSBC Values
2. Proven adherence to controls and compliance with no significant breaches
3. Expertise in Customer service
4. Experience in customer relationship management.
5. Sound problem solving skills.
6. Knowledge of bank and operating platforms.
7. Knowledge of sales and service techniques and models.

Skills

• Coaching sales techniques, best practice and sales management on a team and one to one basis
• Planning and organising skills
• Analytical skills
• Problem solving skills

Qualifications and Certificate

Attain appropriate professional and regulatory qualifications as required by the local market

Attain any internal standards as required by market

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.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India