Premier Service Manager

Role overview

Principal responsibilities

• Support Premier Relationship Managers in income plans through acquisition, cross-sales, retention, and growth.
• Act as the client contact when Relationship Managers are absent and support seamless service and relationship management.
• Handle walk-in customer requirements and build knowledge of HSBC systems and procedures.
• Identify service and process improvements; maintain operational controls and practices.
• Provide premium service and 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.
• Two to five years of experience in customer service or banking.
• Holistic understanding of branch operations and processes.
• Sound understanding of customer service requirements.
• Exceptional, up-to-date knowledge of banking products, systems, and processes.

Additional capabilities

• Strong customer orientation and exemplary service ability.
• Professional presentation, business focus, self-motivation, and drive to exceed goals.
• Ability to build close working relationships with team members and support colleagues.

Skills

• Clear communication across channels and strong interpersonal skills.
• Organization, attention to detail, and efficient task management.
• Collaborative, proactive, and efficient approach to work.

Regulatory certifications

• FEDAI, NISM (Demat), and IRDA certifications are preferred, or should be obtained or transferred to HSBC mapping within 3–6 months of onboarding.