Avp Client Service Executive, Gpb North

-Job description

**Some careers open more doors than others.**

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Wealth and Personal Banking (WPB) is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew. 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 ultra-high-net-worth 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 professional to join the WPB team

**Role Purpose**

While PSM is a generic customer services role in Branch Network (for Premier customer), Senior Premier Services Role will be a niche role for Topmost PPRM / Elite base. Key responsibilities are as below:

- Assist the Elite RM, PPRM to achieve the AOP sales targets.
- 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 Clients.
- Assist in creating and maintaining the Premier centre environment where the team maximises performance & provides highest quality service in line with the Target Operating Model (TOM) as defined by Group.

**Principal Responsibilities**

**Impact on the business**
- Provide high quality sales support to a team of PRMs mainly focused on getting appointment for PRMs and supporting PRMs in servicing their clients
- Reduce the time spent on process and administrative tasks by PRM to increase PRM’s capacity
- Support 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 hand-off to the correct channels where appropriate, and managing key event reminders to maintain active client contact
- Provide 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 requirement
- Assist the PPRM/Elite RM in maintaining the required contact frequency with customers
- Conduct CFG for the branch

**Clients & Stakeholders**
- Handle client’s enquiries relating to the PRM’s portfolio in a positive, timely, and appropriate manner. Aim to resolve the customer’s queries at the first point of contact and minimize referrals to the PRM for routine transactions.
- Has strong knowledge of the PRM’s portfolio of clients with the support of CRMS and analytical tools
- Proactively responds to client in face-to-face and/or telephone settings, updating client profile screens with details of client contact
- Maintains a basic understanding and technical knowledge of relevant products and services
- Support PRMs to execute suitable solutions for product areas responsible for with clients to fulfill their needs and ensure efficient follow up
- Manager 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 immediately
- Coordinate with cross functional teams to manage Premier TAT / customer expectations

**Leadership & Teamwork**
- Efficiently manages time in order to support different PRMs concurrently
- Proactively identifies opportunities/issues and provides feedback to branch management and HTS to improve products and service processes
- Delivering the firm - Put the client at the heart of our business and deliver joined up services and solutions aligned to customer needs.
- Acting CSM / DBM in their absence
- Refer attrition cases to the PRM immediately
- Manage the desk (including required contact activity) in the absence of the RM
- Act as a guide to other PSMs and other teams on matters related to operations and service

**Operational effectiveness and control**
- Ensure 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 handling
- Zero discrepancies on documentation for new