AVP, Premier Elite Service Manager - Wealth & Personal Banking

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. 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 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.

We are currently seeking a high calibre professional to join our team as an AVP, Premier Elite Service Manager.

Principal Responsibilities

• Provide servicing, operational and administrative support to the Relationship Managers and Team Head by:
  • Ensuring daily operational output within standard turnaround times and strict compliance with all control and procedural instructions and requirements
  • Ensuring that customer correspondence, enquiries, and requests are attended to promptly and accurately, while maintaining a high standard of customer confidentiality, service and care
  • Liaising with support departments to ensure that customers’ requests, transactions, and applications are carried out promptly and accurately in accordance with proper procedures
  • Assisting with customer enquiries and instructions on non-investment products, services, and procedures while Relationship Managers are out of office, ensuring uncompromised service level to customers in their absence
  • Providing all other aspects of service/administrative support that may be required from time to time
• Uphold service standards within the International Wealth Hub team by:
  • Championing service-related initiatives within the team, ensuring that the team is regularly updated on and adheres to the latest services and operational policies and procedures
  • Taking ownership of customer feedback and complaints on non-investment related items, assisting with investigation, and ensuring resolution within the set service standards
  • Proactively identifying and highlighting service gaps, contributing to discussions and representing International Wealth Hub team in intra-department initiatives as necessary
  • Providing relief support to other International Wealth Hub teams to rebalance workload as the need arises
• Ensure adherence to internal standards and controls by:
  • Maintaining HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
  • Implementing Group Compliance Policy as applicable to the role.
  • Managing the operational risk associated with the role and taking action to minimize the likelihood of operational risk occurring including risk identification, assessment, mitigation and control, loss identification and reporting