Assistant Manager Wealth Centre

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In Wealth and Personal 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 Wealth and Personal 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 Wealth and Personal Banking.

We are currently seeking an ambitious individual to join our Wealth and Personal Banking team in the role of Assistant Manager Wealth Centre.

The jobholder plays an important role in the Centre to support and assist the Branch Manager in driving a profitable business through high customer engagement and efficient operations and is given considerable autonomy to manage the area of responsibility but must ensure all decisions are taken within the parameters specified under the FIM and guidelines/directives laid down by the regulatory authorities.

Principal Responsibilities:

• The job holder will be the first line of contact and support to our Premier Elite and potential Premier Elite customers when they arrive at the Wealth Centre.
• The individual will be overall, responsible for Wealth Centre floor management and address the customer's servicing needs in the most appropriate manner.
• The role holder will also manage all the customer service SLAs such as AWT (Average Waiting Time) within the requirements and addresses issues arising from SLA gaps with the team where necessary.
• This role will also require the individual to plan and coordinate Wealth Centre's footfall management so customers are given the world class customer experience consistently.
• Cross sell retail products ie Cards using EDRAS based sales process to discover and identify customer needs & provide referrals where applicable.

• Attained appropriate professional qualification or a degree or at least 5 years working experience in branch services and operations with good understanding of WPB products and services.
• Good interpersonal skills with well-developed coaching and mentoring skills.
• Excellent verbal and written communications skills.
• Passion for excellence in customer service.
• Planning/organization/analytical reasoning.
• Negotiation, influencing and communication skills to drive change.
• Sound problem solving skills.

Due to local laws and governance, candidates with immediate right to work locally and no relocation need will be prioritised.

When applying, please submit a full resume and your local internal application policy should also be followed. For internal applicants with less than eighteen months in their current role, please also obtain and enclose line manager endorsement in the application.

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