Premier Remote Center - Premier Relationship Manager

Job description

The role is a client facing role managing our Premier clients who are not maintaining balances in the US but are qualifying through balances elsewhere in the Group (P1PA) through a team based approach. A high level of professionalism, client focus and a broad understanding of the fundamentals of financial planning are critical to the success of the business. The role holder has a responsibility to provide support to a centralized portfolio of Premier clients, working with the broader branch and direct teams to ensure achievement of the business performance measures and plan (as defined by RBWM).
This will be achieved by active management of the centralized portfolio of Premier clients, delivering on the global commitment to the Premier level of client management support and growing relationships with the intention of deepening the client relationship. It will also entail regularly updating and analyzing client financial information and advising the client on a variety of potential banking solutions, and embedding client loyalty by meeting their needs either directly or through other internal business partners.
The PRT Premier Relationship Manager (PRM) will identify and refer clients where they have identified to Premier Relationship Managers Premier Relationship Advisors and Premier Wealth Advisors to best meet the client's needs. The identification and referral of opportunities for wealth reviews and solutions are amongst the key activities to achieve goals and in compliance with local regulatory requirements.
In order to deliver the business objectives, PRM will need to refer non-qualified business to appropriate parties following proposition protocol and attract business with new clients by understanding their financial needs and delivering high standards of service quality.
In delivering the business objectives, PRM must also maintain the levels of operational integrity required by HSBC Group, closely managing individual and collective performance of the wider team. Creating and maintaining an environment and relationships where the wider Branch team maximizes performance in achieving RBWM business objectives.

Impact on the Business
· Accountable for the performance of portfolio of clients - need to ensure it is effectively managed in adherence to the Target Operating Model (TOM) as defined by HSBC Group.

Customers / Stakeholders
· Premier Relationship Manager will manage the relationships for all Non-Wealth Premier clients (not including those currently housed within Premier Relationship Advisor and Premier Wealth Advisor portfolios). When a wealth need is identified, Premier Relationship Manager will refer the client to Premier Relationship Advisor while continuing to manage the retail portion of the relationship.

Leadership & Teamwork

· Refer investment opportunities to Premier Relationship Advisors and Premier Wealth Advisors pursuant to appropriate FINRA registrations under HSBC Securities (USA) Inc. ("HSI").
· Refer mortgage products to other specialized product areas, such as Consumer Mortgage, as required

Operational Effectiveness & Control

· 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 role.
· Collaborate with the wider team to deliver the Branch RBWM Performance measures and plan to support the multi channel client journey.
· Establish and maintain strong working relationships with colleagues in the wider RBWM businesses and others as appropriate to service client needs.
· To implement the Group compliance policy locally by containing compliance risk in liaison with the Head of Group Compliance, Global Business Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators.
· Complete other responsibilities, as assigned.

Major Challenges

· The Company seeks to grow its RBWM business through an efficient operation and the pursuit of providing clients with globally consistent experiences, excellent service, and advice on products and services appropriate to client needs to enhance that value.
· Increasing net Premier clients
· Increasing total client relationship balances during tough economic times
· The range of competitors and products has established an increased financial awareness in clients, creating demand for increased experience and skill at PRM level.

Role Context

· Maintain a deep understanding and technical knowledge of relevant products and services available from Group sources and elsewhere in order to provide the best solutions for clients and maximize revenues for RBWM and the Group.
· Maintain highest standard of excellence in client service across the team and with individual portfolio - ongoing analysis of client portfolios through marketing of ideas and researching clients.
· 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 recommending differentiated products and services to the client.
· Role as a broker-dealer Registered Representative:
· Identify cross-sell opportunities, including referral of customers to other sales representatives of HSBC Securities (USA) Inc. through proper customer profiling.
· Conducts needs assessment with current and potential company customers and refer to Premier Relationship Advisors and Premier Wealth Advisors for appropriate investment and insurance products to meet individual needs, based on objectives, risk tolerance and proper asset allocations.
· Sell appropriate core financial services products to meet customer needs while developing and expanding account relationships (excludes sales of Consumer Mortgage Products, investment and insurance products). Sales of Consumer Mortgage Products; refer to other specialized product areas such as Consumer Mortgage, as required.

Management of Risk

· Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues. The physical demands/work environment described above are representative of those that must be met by an employee to successfully perform the essential duties of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.
· Physical Demands/Work Environment: Very good working conditions. Little or no physical demands. Minimal handling of light materials. The physical demands/work environment described above are representative of those that must be met by an employee to successfully perform the essential duties of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.
· Ensuring that HSBC Bank plc FIM, BIM and Credit Policy Manual appropriate lending guidelines are followed.
· Compliance to KYC requirements, credit, service standards and reducing operational losses.
· Agree and manage lending facilities within any agreed Approval Authority (RAA).
· Manage operational risk, by using relevant Management Information (MI) to identify risk situations and take any appropriate action to minimize loss.
· Adhere to selling process and sales quality requirements.
· To implement the Group compliance policy locally by containing compliance risk in liaison with the Head of Group Compliance, Global Business Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators.

Observation of Internal Controls

· Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
· Adhere to internal controls and credit policies. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
· Implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance' embraces all relevant financial services laws, rules and codes with which the business has to comply.

Desired profile

·  Minimum of 3 years proven and progressive financial services and/or retail sales experience or equivalent, including evidence of strong sales results and knowledge of insurance and investment products for referral purposes.
·  Relationship management experience with high net worth customers or equivalent.
·  Bachelor's degree or equivalent experience.
·  Series 6, 63, Life and Health Insurance licenses required. On an exception basis, a 60 day contingency may be granted solely at management's discretion (this period is for self-study, with no client contact). Licenses are required to discover and refer investment and insurance opportunities with potential and existing customers.
·  Strong sales, communication, cross-selling, sales planning, mathematical, decision-making and analytical skills.
·  Strong relationship management/building, customer service, time management and prioritization skills.
·  Broad knowledge of financial services products and services.
·  Ability to use customer relationship management systems.
·  Understanding of business banking customer segment and products and services appropriate to compliment Premier offerings. A strong sense of ownership, responsibility and accountability.
·  An excellent understanding of financial planning, wealth management and understanding client needs.

Leadership Capabilities
·  Have an understanding of the immediate regional Global Wealth strategy and the ability to plan own activities accordingly
·  Be ambitious about providing the highest standards of delivery to colleagues and clients
·  Show ability to set stretch goals for self and the ability to deliver these with courage and tenacity
·  Be authentic and show ability to engage with colleagues and clients to deliver at pace
·  Make considered decisions that protect HSBC & Global Wealth values, reputation and businesses
·  Global Wealth Management - Relationship Manager Technical Capabilities (refer to PRM Capability Framework for more details)

EEO/AA/Minorities/Women/Disability/Veterans