Customer Service & Support Jobs in Puchong, Malaysia (Now Hiring) — 10 open

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In International Wealth and Premier Banking we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers look after their day-to-day finances and manage, protect and grow their wealth. Retail Banking plays a crucial role in executing the International Wealth and Premier Banking strategy, providing strategic advice, frameworks and guidance to markets, that ensure all customer journeys, products and services are sustainable, inclusive and built with customers at the heart. Retail Banking brings together a united retail business, made up of the following global teams: Segments, Retail Products, Shared Services Contact Centre, Distribution and Enablers spanning Customer Experience, Marketing, Data and Analytics, Business Architecture, Sustainability and Inclusion for International Wealth and Premier Banking.

We are currently seeking an ambitious individual to join our team in the role of Premier Manager, Puchong.

As a Premier Manager, you will lead a team of relationship managers to deliver exceptional banking services to high net worth and ultra-high-net-worth clients. This role is pivotal in deepening client relationships, driving revenue growth, and providing suitable financial solutions tailored to affluent individuals and families.

Principal Responsibilities:          

Client Relationship Management & Growth

• Develop action plans and execute strategies to acquire new Premier and Premier Elite customers as well as grow customer relationships.
• Actively manage the Premier and Premier Elite customer portfolio, offering personalised banking and wealth management solutions.
• Proactively identify cross-sell opportunities to grow assets under management (AUM).

Sales Growth 

• Develop and execute an effective sales plan to achieve targets and contribute towards the branch’s business and bottom line, in line with the bank’s wealth management strategy.
• Lead and manage the Premier Sales team effectively to deliver Wealth Management (WEM) targets as well as to enhance sales staff performance and productivity.
• Grow Wealth, plus Amanah, to deliver the business plans.

Customer Experience & Retention

• Champion a customer-first culture, ensuring high service standards of service excellence, discretion and client-centricity to achieve the desired NPS benchmarking aspirations.
• Promote and encourage the use of digital banking platforms to improve customer convenience.
• Uphold high integrity and ensure team’s adherence to Shariah-compliant sales and service excellence.

Team Leadership & Development

• Recruit, mentor and coach Relationship Manager team to achieve targets and career growth aspirations.
• Ensure all the Relationship Managers are utilizing HSBC sales process and applying financial planning concept when dealing with their portfolio of customers.
• Elevate team to a high-performance culture with accountability and recognition.

Risk Management & Compliance

• Ensure embedment and oversight of risk and controls to mitigate fraud, operational risks and compliance gaps.
• Uphold strict confidentiality and compliance to banking regulations, internal policies, procedures and compliance standards.
• Satisfactory audit findings including monitoring of Shariah non-compliance risks and incident escalation to Shariah Committee.

Operational Excellence

• Ensure high quality data input in customer records, sales documentation, transactions and reporting.
• Optimise branch workflows to improve productivity and reduce errors.
• Monitor key performance indicators related to sales and service quality.

Qualifications

• At least 6 to 9 years in a sales leadership role managing wealth sales team performance with experience in providing a high service standard.
• Proven track record of success in managing a large and complex relationship portfolio.
• Excellent commercial acumen, leadership, analytical and interpersonal skills.
• Conversant in Shariah knowledge and competency.
• Highly motivated and flexible in working across complex cross-functional work structures within the bank and also externally with strategic business partners where appropriate.
• Must be able to make independent decisions with minimal supervision.
• Candidates with the following certifications or qualifications will have an added advantage: Certified Financial Planning (CFP), PreContract Examination (PCE) - Life & General Insurance, Federation of Investment Managers - Unit Trust, Malaysian Takaful Association License (MTA).

Opening up a world of opportunity

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Issued by HSBC Bank Malaysia Berhad