AVP Client Service Executive, GPB

1 month ago

Pune, Maharashtra, India HSBC Full time

Unlock New Opportunities

At HSBC, we're 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.

Role Purpose

As a Client Service Specialist, you'll play a critical role in delivering exceptional customer service to our Premier clients. Your primary responsibility will be to manage the Service Proposition for these high-net-worth individuals, ensuring that their needs are met and exceeded.

Key Responsibilities

  • Assist Elite RMs and PPRMs in achieving sales targets
  • Manage all processing related to the Wealth Management System
  • Ensure audit and compliance while processing customer requests
  • Manage all back-office functions related to Premier Clients
  • Assist in creating and maintaining a Premier centre environment that maximizes performance and provides highest quality service

Impact on the Business

  • Provide high-quality sales support to a team of PRMs
  • Reduce time spent on process and administrative tasks
  • Support PRMs in managing client contact and service
  • Provide sales support to PRMs, including preparing and completing sales documents
  • Assist PPRMs/Elite RMs in maintaining required contact frequency with customers

Leadership & Teamwork

  • Communicate effectively with other teams within the Branch, Call Center, HTS, and other relevant partners
  • Manage time efficiently to support different PRMs concurrently
  • Proactively identify opportunities and provide feedback to improve products and service processes
  • Deliver high-quality service to clients, putting them at the heart of our business

Operational Effectiveness and Control

  • Ensure all processes and procedures are accurate and in accordance with HSBC Bank policy standards, regulatory requirements, and Group Compliance Policy
  • Comply with local regulations in all aspects of strategy, sales processes, client correspondence, financial promotions, administration, and complaint handling
  • Zero discrepancies on documentation for new Liability & Wealth accounts
  • Ensure 100% accuracy on all KYC and Non KYC documentation and processing of customer instructions

Major Challenges

The most significant challenge in this role is ensuring the highest standards of customer service, in terms of timeliness and customer experience, as these are key services that differentiate the bank's offerings to customers and impact customer loyalty and WPB business.

Given the growth aspirations of the WM business, the jobholder must constantly source, develop, and grow Premier relationships in a highly competitive market, balancing customer servicing activity with sales acquisition while ensuring necessary growth in the existing portfolio coupled with minimal attrition.

Role Context

The principal regulations under which the jobholder operates include the BIM, FIM, and local regulations issued from time to time by the Reserve Bank of India (RBI), Association of Mutual Funds in India (AMFI), and the Securities and Exchange Board of India (SEBI).

Management of Risk

Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.

Observation of Internal Controls

Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.

Requirements

  • Minimum Graduation or as required for the role, whichever is higher
  • Strong PSM with 3+ years of experience can be progressed into the role, based on merit
  • Exceptional and updated knowledge of Banking products, systems, and processes
  • Well-organized and depicts professional image
  • Displays extra-ordinary Business focus and customer orientation and provides exemplary service
  • Self-motivated and has the drive to overachieve on goals and targets set out

Additional Information

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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