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HSBC dumps sales targets

HSBC no longer has sales targets for its staff, and instead has introduced what it calls a holistic approach to treating clients.

Friday, July 18th 2014, 9:28AM 1 Comment

HSBC Head of Retail Banking Glen Tonks

HSBC Head of Retail Banking and Wealth Management, Glen Tonks, says the change in approach is "market leading" and is being rolled out across the global HSBC network.

Its 30 relationship managers are now incentivised on things like client satisfaction, getting it right first time, and their values and behaviours

"We no longer use product sales targets," he says.

"We want to reinforce that customers are front and centre," he says.

Relationship managers are now focussed on customers' "personal economy". He says they need to understand more about a customer and their needs and aspirations, rather than just doing a transaction with them.

Tonks says the change has been well recevied by the relationship managers.

The nuts and bolts of the bank's Premier product remain unchanged, however it has launched market leading pricing on its one, two and three-year fixed home loan rates as part of the the proposition's relaunch.

To qualify as a Premier customer clients need to combined lending of more than $500,000 with the bank or $100,000 in savings and investments at HSBC.

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Comments from our readers

On 22 July 2014 at 7:37 pm Dee1 said:
Yeah, right. And pigs can fly.

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Mortgage Rates Table

Full Rates Table | Compare Rates

Lender Flt 1yr 2yr 3yr
ANZ 5.19 4.15 ▼4.04 4.49
ANZ Special - 3.65 ▼3.54 3.99
ASB Bank 5.20 4.15 4.09 4.39
ASB Bank Special - 3.65 3.59 3.89
BNZ - Classic - 3.65 ▼3.54 3.99
BNZ - Mortgage One 5.90 - - -
BNZ - Rapid Repay 5.35 - - -
BNZ - Std, FlyBuys 5.30 4.45 4.35 4.55
BNZ - TotalMoney 5.30 - - -
China Construction Bank 5.50 4.70 4.80 4.95
China Construction Bank Special - 3.19 3.19 3.19
Lender Flt 1yr 2yr 3yr
Credit Union Auckland 5.95 - - -
Credit Union Baywide 6.15 4.95 4.95 -
Credit Union North 6.45 - - -
Credit Union South 6.45 - - -
Finance Direct - - - -
First Credit Union 5.85 - - -
Heartland 6.70 7.00 7.25 7.85
Heartland Bank - Online - - - -
Heretaunga Building Society 5.75 4.80 4.95 -
Housing NZ Corp 5.19 ▼4.15 ▼4.09 ▼4.39
HSBC Premier 5.24 3.35 3.35 3.35
Lender Flt 1yr 2yr 3yr
HSBC Premier LVR > 80% - - - -
HSBC Special - - - -
ICBC 5.65 3.85 3.95 3.89
Kiwibank 5.80 4.30 4.34 4.74
Kiwibank - Capped - - - -
Kiwibank - Offset 5.15 - - -
Kiwibank Special - 3.55 3.59 3.99
Liberty 5.69 - - -
Napier Building Society - - - -
Nelson Building Society 5.70 4.69 4.79 -
Resimac 5.30 4.86 4.14 4.19
Lender Flt 1yr 2yr 3yr
RESIMAC Special - - - -
SBS Bank 5.29 4.85 5.05 5.49
SBS Bank Special - 3.69 3.69 3.99
Sovereign 5.30 4.15 4.29 4.55
Sovereign Special - 3.65 3.75 4.05
The Co-operative Bank - Owner Occ 5.15 3.65 3.59 3.99
The Co-operative Bank - Standard 5.15 4.15 4.09 4.49
TSB Bank 6.09 4.65 4.59 4.85
TSB Special 5.29 3.85 3.79 4.05
Wairarapa Building Society 5.70 4.85 4.99 -
Westpac 5.34 4.15 4.09 4.49
Lender Flt 1yr 2yr 3yr
Westpac - Offset 5.34 - - -
Westpac Special - 3.65 3.59 3.99
Median 5.35 4.15 4.09 4.19

Last updated: 19 September 2019 9:02am

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