Premier Service Manager

Role overview

Principal responsibilities

• Support Premier Relationship Managers in acquisition, cross-sales, retention, growth, and income plans.
• Act as the first client contact when relationship managers are absent and provide premium customer service.
• Use knowledge of HSBC systems and procedures to handle client needs and improve process efficiency.
• Maintain operational controls and practices, and identify service improvements.
• Communicate regularly about HSBC’s Global Premier proposition.
• Acquire customers, promote credit card and general insurance products, and meet referral and cross-selling KPIs.

Education and experience

• Graduate degree required.
• Two to five years of experience in customer service or a banking environment.
• Holistic understanding of branch operations and processes.
• Sound understanding of customer service requirements and banking products, systems, and processes.

Skills and certifications

• The posting calls for communication, interpersonal, organization, teamwork, customer orientation, and goal achievement skills.
• FEDAI, NISM (Demat), and IRDA certifications are preferred or should be obtained/transferred to HSBC mapping within 3 to 6 months of onboarding.
• Familiarity with AI-enabled tools is an advantage.
• Successful Anti-Money Laundering and Sanctions training and post-course assessment are mandatory.

Business context

Role expectations