Client Facilitation Pilot

Permanent contract|London|Compliance

Client Facilitation Pilot

London, United Kingdom Permanent contract Compliance


Description of the Business Line or Department

The Client Lifecycle and digital(‘CLD’) department is the cross-business client management division of Global Banking and Investor Solutions (‘GBIS’).  As part of the GBIS COO Service Unit, the GBS Cross Border Client Management Group is globally in charge of the client experience across the GBIS activities (except PRIV). The department is particularly in charge of:

  • CXS – Client Relationship Management for Premium Clients
  • AFM and CFA – Coordinates the onboarding process and facilitates document collection.
  • KYC – KYC due diligence for both on-boarding and periodic reviews
  • RRF – Management of client reference & regulatory data
  • DCI – E-client services
  • CLT – Project management

CLD oversee the client experience on a daily basis:

  • Coordinate the Legal & KYC onboarding processes.
  • Manage their data with a guarantee of quality and completeness.
  • Protect the bank and its clients by applying KYC regulations.
  • Assisting our employees in making our relationship with our clients a unique experience.
  • Define the normative framework governing interactions between Societe Generale and its clients and serve as the final escalation point to resolve client incidents and requests.
  • Handle post-trade management of client market transactions.
  • Assist our key internal stakeholders with KYC Onboarding/refresh queries (GLBA/MARK)

Summary of the key purposes of the role

Client Facilitation Pilot

The Asset Managers, Funds and Mandates (AFM) team is responsible for the following:

  • Coordination and monitoring of the E2E Performance for OB and leading improvements actions
  • Taking ownership of the client relationship, being the external clients’ privileged point of contact for the whole duration of the OB Process, either from A to Z (for Legal process) or as escalation (for KYC flow activities)
  • Steer & communicate on the chain performance to senior management

Summary of responsibilities

The client facilitation team is in charge of piloting (coordination, facilitation) of onboarding queries and KYC reviews of GBIS clients:

  • End-to-end management of the relationship with GBIS customers (excluding Private Banking - PRIV) for the bank's strategic clients
  • The coordination of all the stages of the Onboarding chain: monitoring of the KYC, monitoring the negotiation of legal contracts, terms of credit...
  • The preparation and monitoring of the periodic KYC journals, in partnership with the client
  • Participation in onboarding chain transformation projects Onboarding / KYC / References

The Client Facilitation Pilot is in charge of the following missions:

On onboarding requests:

  • Receiving customer request, and initiation of workflow by teams in Bangalore
  • First analysis of the file and challenge of possible non-standard requests
  • Collecting necessary documents from the customer
  • Monitoring of the chain and intervention in case of blockage or delay
  • In-house solicitation of experts to unlock files and organization of calls/meetings in-house and with the client to resolve the blocking points
  • Coordination of limits requests, cooperation with Sales when bespoke approach is required
  • Tracking the customer's request, and relaunching if necessary the various contributing teams (AMFAC , KYC, RRD, SEGL, CCG, CCR...) up to ready-to-trade
  • Participation in the prioritization of customer queries and monitoring of compliance with customer priorities by all Onboarding channel players (AMFAC, KYC, RRD, SEGL, CCG, CCR...) via compliance with SLA

On specific cases as an expert:

  • Intervention on sensitive or blocked periodic review files by soliciting the necessary expertise internally and organising meetings with the client to unblock the situation
  • Intervention on files of blocked mergers or requiring the intervention of the Pilot by requesting the necessary expertise internally
  • Expert and advisory role vis-à-vis the Business Lines and the client on the various onboarding and periodic review issues: KYC, Legal, Credit, Tax, Reg, Referral...

Overall Maintenance of the customer relationship:

  • Customer relationship support and preferred point of contact of external customers for the duration of the commercial relationship between the bank and the customer. Global management of customer relations across all areas included in the AFM scope.
  • Through regular meetings with portfolio clients, improvement of the level of service delivered by Societe Generale to the level expected by the customer - Force of proposal of internal improvements in case of problem identified with the client, with the support of the FO. Communication of the problem-solving status to the customer on a regular basis and alerting the manager and the FO

Profile required


Main technical competencies required:

  • Understanding of the specific stakes of each business lines (GLBA/MARK) regarding business development and thus the needs related to on-boarding & customer data management
  • Good Knowledge/ Expertise of business processes:  KYC, Legal contracts types, Regulatory controls (Tax, Mifid, EMIR, DFA…)

Soft skills required:

  • Client centric / ability to communicate at all levels including Client
  • Ability to place client’s interest at the heart of actions
  • Stake Holder Management & proactive communication are essential
  • Ability to build and cultivate good working relationships with Business Lines and Support Areas
  • Cooperation, ability to work with multiples stakeholders of different levels/backgrounds and from various business units
  • Results driven individual and solution orientated
  • Effective problem-solver: ability to listen to client and stakeholder requirements, anticipate, eliminate, mitigate, escalate issues as appropriate
  • Strong analytical skills: ability to follow through on all aspects of complicated workflows, excellent attention to detail
  • Ability to act with urgency using powers of persuasion and good judgment to get things done
  • Strong sense of simplification and innovation
  • Microsoft Office fluency (Advanced levels and advantage specifically on excel vlookups and pivot tables)

Participation in projects / changes:

  • Contribution to Client Facilitation related projects: process streamlining, new tools implementation, client reviews etc.
  • Proposals of process improvements
  • Update of documentation related to processes

Why join us

People join for the impact they can have on us. They stay for the impact we have on them. A flatter structure offers visibility and exposure beyond that of our competitors, so you know our names, and we know yours. It's personable, human, and inspires success through passion. By encouraging open mindedness and a willingness to share ideas, we have adapted to market changes and thrived through innovation. Bringing words like “hard work” and “dedication” together with “community” and “respect” has enabled us to work collaboratively and build our future together. We call this Team Spirit and it's what makes us different. It's what makes you different.

Business insight

If you feel you have the required experience and qualifications, then please apply to the SG Resourcing Team, and we will manage your application. At Société Générale, we believe our people are our strength and are core to the success of our business. As such, we search for, recruit and appoint the best available person on the basis of aptitude and ability, regardless of sex, marital or civil partnership status, race, colour, nationality, ethnic or national origins, pregnancy, disability, age, sexual orientation, religion, belief or gender identity.

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, gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.

Reference: 22000HFM
Entity: SG CIB
Starting date: 2022/08/01
Publication date: 2022/06/14