Job Description

Job descriptionSome careers have more impact than others.If you\xe2\x80\x99re looking for a career where you can make a real impression, join HSBC and discover how valued you\xe2\x80\x99ll 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 (WPB) helps deliver on HSBC\xe2\x80\x99s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs. Wealth and Personal Banking has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.We are currently seeking a high calibre professional to join our team as a Premier Service Manager (North Asia).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\xe2\x80\x99 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

Requirements

• Candidates with 2-5 years working experience in a retail-banking environment
• Good understanding of banking operations and product knowledge
• Strong customer service orientation, with self-motivation and ability to work under pressure
• A self-starter and good team player with drive for success and achievement
• Possess excellent interpersonal and communication skills
• As the role will be dealing with customers predominantly in North Asia market, proficiency in both spoken and written English and Chinese are required. Cantonese will be an added advantage

You\xe2\x80\x99ll achieve more when you join HSBC.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. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.Issued by The Hongkong and Shanghai Banking Corporation Limited.

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