Job Description

Some careers open more doors than others.If youre looking to unlock new job opportunities, take a look at the possibilities right on your doorstep here at HSBC.Wealth and Personal Bankingis our new global business combining Retail Banking and Wealth Management and Global Private Banking, to become one of the worlds largest global wealth managers . Across Asia, where wealth pools are growing faster than in any other region, . Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultrahighnetworth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking that best suit our customers needs.We are currently seeking an experienced person to join the WPB Premier Services TeamRole PurposeThe HSBC Premier offering is one of the worlds first globally linked banking offerings. And of strategic importance for HSBC, the role requires you to be part of premier relationship team across branchesThe role provides dedicated support to a team of Premier Relationship Managers PRM in the overall achievement of their income plans covering acquisition, cross sales, retention, and growth of their portfolios and day to day contact with their clients in the delivery of the proposition objectivesIn order to deliver client centric service the role also requires you to be a point of contact for clients as and when required and provide customer with a memorable service experience by having a problem solving attitudeIn addition, the Premier Officer may provide creditlending support to the PRM if dictated by market requirements. Building an ongoing relationship based on value and service is critical to being successful in this role.In order to deliver a high quality service to our highest value personal clients the role holder will need to demonstrate an extensive knowledge of banking products and services across wealth and retail.Principal ResponsibilitiesImpact on the businessProvide high quality sales support to a team of PRMs mainly focused on getting appointment for PRMs and supporting PRMs in servicing their clientsReduce the time spent on process and administrative tasks by PRM to increase PRMs capacitySupport PRMs to manage client contact and service, including, in the absence of PRMs, answering client calls, resolving client enquiries on transactional needs and facilitating a smooth handoff to the correct channels where appropriate, and managing key event reminders to maintain active client contactProvide sales support to PRMs including preparing and completing sales documents, managing data input and report generation, and liaising with support functions to follow through client purchase process requirementClientsStakeholdersHandle clients enquiries relating to the PRMs portfolio in a positive, timely, and appropriate manner. Aim to resolve the customers queries at the first point of contact and minimise referrals to the PRM for routine transactions.Has strong knowledge of the PRMs portfolio of clients with the support of CRMS and analytical toolsProactively responds to client in facetoface andor telephone settings, updating client profile screens with details of client contactMaintains a basic understanding and technical knowledge of relevant products and servicesSupport PRMs to execute suitable solutions for product areas responsible for with clients to fulfill their needs and ensure efficient follow upManager the Premier desk including required contact activity in the absence of PRM.Assist the PRM in organizing events as and when required.Refer the attrition cases to PRM immediatelyCoordinate with cross functional teams to manage Premier TAT customer expectationsLeadership and teamworkCommunicate effectively and works well with other teams within the Branch, Call Center, HTS, and other relevant partners that impact the clients experience of HSBC in order to ensure a consistent approach and application of Premier standardsEfficiently manages time in order to support different PRMs concurrentlyProactively identifies opportunitiesissues and provides feedback to branch management and HTS to improve products and service processesDelivering the firm Put the client at the heart of our business and deliver joined up services and solutions aligned to customer needs.Operational effectiveness and controlEnsure all processes and procedures are accurate and in accordance with HSBC Bank policy standards, regulatory requirements, Group Compliance Policy and Internal Controls.Comply with local regulations in all aspects of strategy, sales processes, client correspondence, financial promotions, administration, and complaint handlingZero discrepancies on documentation for new Liability Wealth accounts.Ensure 100 accuracy on all KYC and Non KYC documentation and processing of customer instructionsEnsure all entries captured on WMS are error free and that the entries are reconciled everyday.Achieve the operational standards for the business and work within agreed procedures and guidelines displaying high levels of integrity at all timesMaintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section B.1.2 of the Group Operations FIM.Minimum concurrent audit comments and NIL remindersEnsure NIL frauds for any cases sourced handled by the branch.Ensure use of RMP for activity management and referring leads to PRMsComply with the applicable laws, regulations, Group and local guidelines related to Sanctions and AML policy of HSBC while undertaking various day to day operationsRemain alert and promptly report to the Sanctions Officer INM FCC office Line manager As applicable and required by the AML and sanction Policy if a customer is found to be engaging in sanction evasion activities or violations of AML policy or any other related procedures.Understand the legal responsibility to be vigilant for unusual activity and reporting of the unusual activitiesSupport the Country or Regional FCC AML Office AML Investigations by providing additional information when requiredResponsible for attending and successfully completing the AML and Sanctions related assigned training in the mandated timeframeUnderstanding the consequences of failing to attend or successfully complete the training as mandated by the AML Education Lead FCCRequesting additional AML training that you deem necessary or appropriate to perform your jobs through your entity managerDemonstrate an understanding of PEP acceptance, prohibition, CDD EDD guidelines in order to ensure that the INM RBWM is fully compliant with the PEP LoBP.Understand the relatively high reputational risk that arises from any perceived weaknesses in controls in respect of substantial cash deposits or withdrawals activity, wire transfer, monetary instruments and pouch and mailTo be aware and Identify high risk indicators for various products and Services offered by INM RBWM example Cash, insurance, credit cards products etcEnsure that all records are obtained in respect of INM RBWM customers or New to bank customer for any products and services provided by HSBC are as per the process laid down.Must ensure that the prescribed process is being followed while dealing with non HSBC customers request for monetary instruments and wire transfersEnsure Adherence to the regulatory guidelines and internal AML Sanction Policy of HSBC, which includes pouch and mail, monetary instruments, cash services and payment transparency Line of Business ProceduresTo be aware of AML risk posed by pouch and mail, Monetary instruments, cash services and wire transfer services and should undergo the mandatory training for the sameNecessary remediation steps needs to be undertaken in case if there is any breach or nonadherence to the policy laid down in the LoBPMust undertake necessary due diligence to ensure that the nature of the transaction is in sync with the customer profile , else raise it to line manager for further clarificationThe staff must be aware of the scope of services of various products and services that are offered and those which are prohibited because of the guidelines laid down in the line of Business procedures and must ensure the same is communicated to customer in a effective and polite mannerEnsure adequate due diligence is undertaken by the Individualteam to ensure that the nature of the various transactions of wire transfer, cash services, monetary instruments are in sync with customer profileMajor ChallengesProvide high quality support to PRMsBuild extensive knowledge of HSBC systems and procedures in order to handle client needsProactively help HSBC identify opportunity to improve process efficienciesSensitively redirect clients to the most effective and efficient channelSupport the client in navigating the channel of their choice to interact with HSBC effectively and efficientlyEnsure the client consistently receives a professional premium service which exceeds their expectations at all timesMaintain high standards of control and operational practices in line with HSBCs expectationsEnsuring the highest standards of customer service in terms of timeliness and customer experience.Enhancing customer confidence in the banks Global Premier proposition by ensuring the offer of a relevant product suite and supporting this through systematic and regular communication is a key aspect of the role.given the growth aspirations of the WM business, the jobholder is to constantly source, develop and grow Premier relationships in a highly competitive market. The said role requires to balance customer servicing activity along with sales acquisition while ensuring the necessary growth in the existing portfolio coupled with minimal attrition.Another key challenge is to be able to provide superior service to all walk in customers as per guidelinesRole ContextPremier is a key proposition in the banks strategy. Over recent years, our business and organisation has made considerable progress both in our performance versus peer group and in our strategic transformation. Over the medium term we have been improving both our profitability and our ability to meet the needs of our target clients.We have four overriding principles that will apply to the delivery of all propositions, products and services through all channels to all customers at all timesWe will treat all customers fairlyWe will apply the HSBC Group values and business principles in all of our dealings with customersWe will meet, or exceed, all local and international laws, regulations, and codes of practiceWe will deliver services to customers in a manner that provides speed, ease, certainty and empathyManagement of RiskOperational Risk FIM requirementsAdheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.Observation of Internal ControlsMaintains HSBC internal control standards

Skills Required