AVP Premier Relationship Manager

Job Description

Some careers open more doors than others.  

If you’re looking for a career that will unlock new openings, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers prospects, support and rewards that will take you further.

Wealth and Personal Banking (WPB)  is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Throughout Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion.  Our dedicated colleagues serve millions of customers worldwide over the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultra-high-net-worth individuals.  We give products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking that best suit our customers’ needs. 

We are currently seeking an experienced professional to join the WPB team. 

Position Purpose

The PRM & SPRM job are client organisation facing roles. Playing a integral part of HSBC RBWM flagship offering of ‘’Premier Banking’’ To grow and nurture HSBC Premier relationships (High Networth Individual) segment of the Personal Banking customer base) and attain business targets as laid down and in accordance with the business plan To facilitate a single point of contact for all Premier customers, anticipate needs and deliver required banking/financial advisory services.  The jobholder to ensure that high quality customer service is provided to customers in line with Global Premier Service Standards.  The identification of chances for wealth reviews and producing wealth solutions as an adviser are amongst the key   activities to attain your goals as complied with local regulatory requirement.

All this needs to be achieved by keeping the highest standards of integrity towards the bank and clients and the regulatory criteria.

Principal Accountabilities

Impact on the Business / Function

• Maximize profit and achievement of the expansion of Premier clients portfolio
• Deliver on agreed financial targets by development of existing and new relationships
• Develop effective relationships with clients to retain and shape sustainable relationships
• Complete regular reviews with customers to understand their current and long term needs and advise them on the products and services that help them reach their goals
• Effective use of tools and information to drive client organisation service delivery and performance
• Sustain a minimum standard of qualifying Premier clients within portfolio as stated by Group
• Create a high personal and corporate profile in the community in which you are based.  Build network of Group and External professional contacts with the aim of  introducing new business, enhancing technical know-how and promoting the brand
• Monitor and act on daily sales activity management information and other internal information tools, using them to coach the wider Branch team in support of business goals
• Establish and agree client organisation contact strategies in line with Group operating models
• Fully utilize and input to Customer Relationship Management data, securing all client organisation information is complete and kept up to date
• Demonstrate strong understanding of client needs, recommend appropriate products and services, and deliver on closure of sales

Customers / Stakeholders

• Own the customer relationship with HSBC
• Uphold a deep understanding and technical grasp of relevant products and services available from Group sources and elsewhere in order to offer the best solutions for clients and maximize revenues for Global Wealth and the Group
• Keep up highest standard of excellence in customer service over the team and with individual portfolio - Ongoing analysis of client organisation portfolios through marketing of ideas and researching customers
• Monitor client satisfaction data implementing portfolio level improvements
• Work with the broader branch, support and direct teams to ensure achievement of the business performance measures by providing differentiated products and services to the client

Leadership & Teamwork

• To work as part of an integrated branch management team to ensure, standards and are met and operating models delivered
• Proactively support others through direct and indirect actions beyond activities particular to this position
• Collaborate with the wider team to produce the Branch Performance measures and plan to support the multi-channel client organisation journey
• Establish and sustain robust working relationships with colleagues in the wider businesses and others as appropriate to service client organisation needs

 Operational Effectiveness & Control

• Making sure that sales & operations are undertaken in accordance with HSBC Bank and Credit Policy Manual appropriate lending guidelines
• Agree and handle lending facilities within any agreed Approval Authority
• Run operational risk, by using relevant data to spot risk situations and take any appropriate action to minimize loss
• Adhere to selling process and sales quality expectations
• Comply with the applicable laws, regulations, Group and local guidelines related to Sanctions and Anti-Money Laundering policy of HSBC while undertaking different day to day operations
• Remain alert and promptly report to the Sanctions Officer/ Line manager ( As applicable and required by  the Anti Money Laundering and sanction Policy) if a customer is found to be engaging in sanction evasion activities or violations of 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 Offices / Investigations by offering additional information when required
• In charge of attending and successfully completing the Sanctions related assigned training in the mandated timeframe
• Understanding the consequences of failing to attend or successfully complete the training as mandated  
• Requesting additional training that you deem necessary or appropriate to undertake your jobs through your entity manager
• Demonstrate an understanding of Politically Exposed People acceptance, prohibition, guidelines in order to make sure that is fully compliant 
• 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
• To be aware and  Pinpoint high risk indicators for different products and Services offered by example Cash,  insurance, credit cards products etc
• Make sure that all records are obtained in respect of customers or New to bank customer for any products and services provided by HSBC are as per the process laid down.
• Must see to it that the prescribed process is being followed while dealing with non HSBC customers request for monetary instruments and wire transfers
• Ensure Adherence to the  regulatory guidelines and internal policy of HSBC, which includes pouch and mail, monetary instruments, cash services and payment transparency Line of Business Procedures
• To be aware of AML risk posed by pouch and mail, Monetary instruments, cash services and wire transfer services and should undergo the mandatory training for the same
• Necessary remediation steps needs to be undertaken in case if there is any breach or non-adherence to the  policy laid down 
• Must undertake necessary due diligence to make sure that the nature of the transaction is in sync with the customer profile , else raise it to line manager for further clarification
• The staff must be aware of the scope of services of a range of products and services that are offered and those which are prohibited because of the guidelines laid down in the line of Business procedures and must ensure the same is communicated to customer in a effective and polite manner
• Guarantee adequate due diligence is undertaken by the Individual/team to see to it that the nature of the different transactions of wire transfer, cash services, monetary instruments are in sync with customer profile

Major Challenges

The bank seeks to grow business through an efficient operation and the pursuit of offering clients with globally consistent experiences, first-rate service, cross selling products and services appropriate to customer needs in order to enhance that value.  In the face of fierce competition in this segment the bank is seeking to grow the significance of this group in their contribution to our business.

The Premier segment typically comprises clients with Total Relationship Balances of 25lakhs or more.

We should also recognize our responsibility to the community in which we operate and upgrade the bank’s profile within those communities developing economic value for the bank and its shareholders.

 The range of competitors and products has established an increased financial awareness in clients, creating demand for increased experience and skill at PRM level.

 A Premier Relationship Manager requires the following key attributes:

• Strong sales and people management competencies
• Client organisation driven with a solid centre on quality of service
• Sound interpersonal communication capabilities
• A robust sense of ownership, responsibility and accountability
• An first-rate understanding of financial planning, wealth management and understanding customer need

The jobholder forms an integral part of the wider HSBC management team. As part of this wider team the jobholder is expected to pinpoint prospects in their day to day activities that directly or indirectly contribute to the success of colleagues with differing responsibilities, particularly in other areas of HSBC such as Commercial and Private Bank.

Position Context

The jobholder will own and handle a portfolio of client organisations with Total Relationship balance of 25 lacs or more

The jobholder has prime responsibility for:

• Maximizing expansion in their portfolio and achieving the plan/metrics
• Leading Premier activities to secure prospects are identified and customer needs are met successfully, maximizing all available resources.
• Compliance with the relevant Group standards among them regulatory organization as applied to the implementation of the strategy in their country

Jobholder will hold Lending Approval authorities appropriate to their position.

The job holder operates within the approved operating and strategic plan process to create the business.

Management of Risk

•  Adheres to processes and controls to recognise and mitigate risks and ensures timely escalation of control issues and reputation risks.

Observation of Internal Controls

• Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.

Position Dimensions

• Portfolio Size of Total Relationship Value of 25 lakhs or more per customer
• Portfolio Size of Premier clients or number of relationships as dictated by market criteria
• Expansion in Income, balances, clients volumes, number of client organisations, etc..   

Qualifications - External

Understanding & Experience

• Bachelor's degree with relevant experience
• Minimum of 5-8 years of Relationship management work experience with high net worth clients.
• Evidence of sound sales results in insurance and investment products
• Relationship management experience with high net worth customers
• Robust technical abilities in wealth management
• Solid communication, client focus and influencing abilities
• Solid sales orientation, networking and portfolio management competencies

Location for this AVP Premier Relationship Manager opening: Gurugram.