Premier Service Manager
- Recruiter
- HSBC
- Location
- Jersey
- Salary
- Competitive
- Posted
- 15 Sep 2017
- Closes
- 30 Sep 2017
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
The Premier Services Manager role is based within Retail Banking & Wealth Management, Premier, Jersey.
The role of the Premier Services Manager is to This role is responsible for actively managing a portfolio of Premier customers, providing high quality service to achieve maximum customer satisfaction and completing full reviews to establish and address their immediate and future financial needs.
Working closing with a Premier Relationship Manager you will introduce customers whom have a wealth need and work together to achieve the customer hopes, dreams and ambitions.
This role is responsible for actively managing a portfolio of Premier customers, providing high quality service to achieve maximum customer satisfaction and completing full reviews to establish and address their immediate and future financial needs. Identifying any customer longer term financial needs and referring these to an appropriate wealth or mortgage colleague such as a Premier Relationship Manager (PRM), Premier Client Manager (PCM) or Mortgage Arranger.
Delivering a consistent and tailored Premier Service to our Premier Clients, developing long-term, in depth client relationships, continuing the acquisition of new clients and achieving activity, controls and customer outcomes expectations in line with Performance Framework.
Individuals are responsible for their own effectiveness, development and results. Specialist or Subject Matter Experts, where matrix management and understanding of Group strategy is expected. Their contribution is often as a technical/professional specialist in their field.
Your responsibilities will include:
- Suggest ideas and contribute to implementing actions that will improve customer service, quality or the way teams and individuals work together.
- Adhere to HSBC policy, procedures and control requirements applicable to day-to-day working, exceptional and project activities, and raise any concerns about actual or potential issues promptly, in line with reporting and escalation procedures.
- Continuously monitor and gather information to assess potential impacts and identify possible risks and opportunities for the business.
- Apply policies, procedures, practices and standards to their allocated tasks, taking responsibility for their own actions, to ensure the achievement of high levels of quality, effective risk management and regulatory compliance.
Qualifications
The ideal candidate for this role will have:
- Relevant product knowledge including knowledge of Knowledge of banking products is desirable but not essential
- Experience working in relevant environment/s, i.e. Working in a customer service environment is desirable but not essential
- A track record of gaining an understanding of customers' needs and delivering excellent customer service
- A flexible and adaptable approach to change and will support others to respond in a similar way
- Set and achieved challenging short, medium and long term goals which exceeded the standards in their field
- Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
- Experience of creating and deploying comprehensive business/operating plans which consistently deliver desired results
In addition to the details listed above, the ideal candidate will:
- (Premier) Relationship management experience preferred.
- Knowledge of financial planning and wealth products would be an advantage but not essential
- If internal, in-depth understanding of HSBC Values and Behaviours.
- Strong client focus and ability to develop long term partnerships with clients.
- Ability to deliver needs-based solutions through effective communication, influencing.
- Clear view on how to work with Compliance, Credit & Risk and Internal Control to ensure a balanced risk operating environment.
- Able to communicate well in English
The base location for this role is Jersey.
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.
Key search words: Jersey, Premier Services Manager, Manager.