Client Experience Quality Lead

 Hong Kong, Hong Kong       Contractor / Temp        Banking Operations

Responsibilities


Main Responsibilities: 
  • Management of the client change request process, follow and drive closure of new client requests, support governance and reporting around function
  • Monitor and support the governance framework within Operations (e.g. incident reporting, dashboards, desk governance, client governance meetings)
  • Ensure consistency in client presentations (templates, data mapping, incidents, etc...)
  • Monitoring of internal and external Services Level Agreements (i.e. Client/Business Line SLAs)
  • Drive implementation of e-services with clients; serve as central point for e-service topics, set and monitor targets, etc…
  • Capture the client satisfaction through surveys and client feedback and identify improvement areas
  • Improve client satisfaction through incidents macro root cause analysis (qualitative & quantitative); ensure that long term remediation plans are set up and implemented
  • Build awareness to improve processes with the ultimate goal to achieve client satisfaction excellence
  • Enhance organizational client centricity through coaching and improving client communication for operational teams
  • Communicate with global stakeholders to ensure a consistent Client Experience vision within organization
  • Promote internal collaboration within different parts of the organization (e.g. Clients Technology & Operations, Front Office, Back Office)

Profile Required


Key Skill Areas & Knowledge Required:
  • Transversal knowledge of services and products of the corporate and investment banking sector
  • 5+ years relevant experience in Client Services and/or Operations
  • Skilled in Change Management and ability to influence senior stakeholders
  • Ability to define, plan and execute projects from design to full implementation phase
  • Analytical skills and the ability to work autonomously
  • Good interpersonal and communication skills, attention to detail and flexibility are essential requirements
  • Fluent in English, Cantonese, Mandarin

Business Insight


Societe Generale is one of the leading financial services groups in Europe. Based on a diversified and integrated banking model, the Group combines financial solidity and a strategy of sustainable growth.

We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, sexual or gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.

Job code: 200008X0
Business unit: Societe Generale Hong Kong Branch
Starting date: Immediate
Date of publication: 17/04/2020
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Client Experience Quality Lead

Contractor / Temp   |   Hong Kong   |   Banking Operations