Avp Customer Services

**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 USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. 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.

The Premier proposition is a strategic priority for HSBC and the role of Sr. Premier Service Manager is a key supporting role in the achievement of the proposition objectives.

This role is a part of the Premier relationship team and a key relationship support role created to provide an outstanding customer experience to the valuable Premier clients and increase Top Tier Relationship Manager’s (TTRM’s) client facing time. The role provides dedicated support to a team of Premier Relationship Managers (TTRM) 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 objectives.

In order to deliver client centric service, this role is identified as a point of contact for clients and in the absence of the TTRM, this role will be the first point of contact for the client. In addition, the Sr. Premier Service Managermay provide credit/lending support to the TTRM 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.
- Assist the Top Tier RM’s 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 Accountabilities**

**Impact on the Business/Function**
- Assist the TTRM’s in maintaining the required contact frequency with customers
- Conduct Customer Focused Discussions

**Customers / Stakeholders**
- Assist the TTRM in organizing events as and when required.
- Refer the attrition cases to TTRM immediately
- Coordinate with cross functional teams to manage Premier TAT / customer expectations

**Leadership & Teamwork**
- Manage the desk (including required contact activity) in the absence of the TTRM
- Act as a guide to other teams on matters related to operations and service

**Operational Effectiveness & Control**:

- Zero discrepancies on documentation for new Liability & Wealth accounts.
- Ensure 100% accuracy on all KYC and Non KYC documentation and processing of customer instructions
- Ensure 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 times
- Maintain 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 reminders
- Ensure NIL frauds for any cases sourced /handled by the branch.
- Comply with the applicable laws, regulations, Group and local guidelines related to Sanctions and AML policy of HSBC while undertaking various day to day operations
- Remain 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 res