Premier Service Manager Job in Mumbai at HSBC

HSBC is hiring for the role of Premier Service Manager!

Responsibilities of the Candidate:

• Provide high-quality sales support to a team of PRMs mainly focused on getting appointments 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 inquiries on transactional needs 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 with client purchase process requirements
• Handle client inquiries 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
• Respond to client in face-to-face and/or telephone settings, updating client profile screens with details of client contact.
• Maintain a basic understanding and technical knowledge of relevant products and services.
• Support PRMs to execute suitable solutions for product areas responsible for clients to fulfill their needs and ensure efficient follow-up.
• Manage the Premier desk (including required contact activity) in the absence of PRM.
• Assist the PRM in organizing events as and when required.
• Coordinate with cross-functional teams to manage Premier TAT / customer expectations
• Communicate effectively and works well with other teams within the Branch, Call Center, HTS, and other relevant partners that impact the client’s experience of HSBC; in order to ensure a consistent approach and application of Premier standards
• 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
• 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. 
• Ensure NIL frauds for any cases sourced /handled by the branch.
• Ensure use of RMP for activity management and referring leads to PRMs
• 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 responsibility to be vigilant for unusual activity and reporting of the unusual activities
• Support the Country or Regional FCC AML Office/ AML Investigations by providing additional information when required
• Demonstrate an understanding of PEP acceptance, prohibition, CDD & EDD guidelines in order to ensure that the INM RBWM is fully compliant with the PEP LoBP.
• Understand the relatively high reputational risk that arises from any perceived weaknesses in controls in respect of substantial cash deposits or withdrawals activity, wire transfer, monetary instruments and pouch and mail
• Ensure that all records are obtained in respect of INM RBWM customers or New to bank customer for any products and services provided by HSBC are as per the process laid down.
• Ensure Adherence to the regulatory guidelines and internal AML  & Sanction Policy of HSBC, which includes pouch and mail, monetary instruments, cash services and payment transparency Line of Business Procedures
• Must undertake necessary due diligence to ensure that the nature of the transaction is in sync with the customer profile , else raise it to line manager for further clarification
• Ensure adequate due diligence is undertaken by the Individual/team to ensure that the nature of the various transactions of wire transfer, cash services, monetary instruments are in sync with customer profile

Requirements:

• Minimum Bachelor’s degree / Graduation with 2 years of experience
• Holistic understanding of the Branch Operations and Processes of the bank
• Sound understanding of the company’s customer service requirements