E-client Services Manager

Permanent contract|Hong Kong|Corporate & Investment banking

E-client Services Manager

Hong Kong, Hong Kong Permanent contract Corporate & Investment banking

Responsibilities


Onboarding

•    Timely and accurate enablement of clients and users onto e-Trading platforms (internal and vendors) understanding of the electronic worlds
•    Familiar with vendor platform onboarding tool and support routine (e.g:Fxall, Bloomberg, 360T, EBSDirect, Tradeweb, Bloomberg)
•    Independently troubleshooting client enquiries (first level support). Liaise with back office and IT support and development team to resolve technical problem

•    Inform and accompany the client throughout the relationship
•    Follow and help the customer on topics related to EMIR regulations
•    Manage the initiation and follow-up of contractual documents
•    Create accounts and customer access in platform
•    Provide product and service information to customers in a professional manner
•    Coordinate account setup with Operation team (Back Office and IT)
•    Manage access to Confirmation, Lifecycle, Billing services

Support Client
•    Be the point of entry of the customer by following up customer calls where necessary
•    Analyze and solve problems (deal booking issue) encountered by the client
•    Keep the client and relevant teams regularly informed of progress
•    Ensure the confirmation is duly received by client
•    Be able to identify clients’ need and provide a solution in a timely manner
•    Troubleshoot client queries via email and phone call
•    Assist and participate in new initiatives related to the development of the electronic offer
•    Work closely with SG Markets development teams to improve support efficiency
•    Help developers to enhance daily production support by identifying recurring tasks to be automated
•    Perform advanced incident analysis (using functional / technical logs) before escalating to IT teams

Administrative
•    Monitor and maintain the procedures
•    Complete call logs and reports
•    Stay tuned to internal questions and queries
•    Know and follow the evolution of the cycle of a deal
•    Maintenance of existing client base and updating trading setups when necessary

Team management:
•    Manage a team of three people

Functional Relationships:
•    Internal: Sales, Traders, Middle Office Trading, Back Offices, Technology teams, Product Managers
•    External: Clients, Vendors

Backup: 
•    Other members of Local team and ECS team in other regions

Profile required

  • At least five years’ experience in banking/financial sector
  • Attention to details and multi-task skill - being able to handle different topics at the same time is crucial
  • Phone Skills, Customer Focus and Customer Service are essential
  • High level of energy and reactivity required for handling day to day issues efficiently
  • Comfortable in working in a fast-paced environment and able to react quickly to incidents and urgent matters
  • Knowledge of Financial products is a plus
  • Ability to work under pressure - working in a dealing room environment
  • Excellent interpersonal and communication skills, sense of service, and flexibility are essential
  • The position requires effectiveness, team spirit and eagerness to learn
  • Comfortable with basic technical operations (log analysis, advanced monitoring tools)
  • Fluent in English

Business insight

Company Description
Societe Generale is one of the leading European financial services groups. Founded in 1864, we have been playing a vital role in the economy for over 150 years. With more than 148,000 employees based in 76 countries worldwide, we accompany 32 million clients throughout the world on a daily basis. Based on a diversified universal banking model, the Group combines financial strength with a strategy of sustainable growth.

ASIA-PACIFIC (ASIA), as one of the Business Units of Societe Generale, operates in 12 locations across the Asia Pacific region, employing over 2,500 employees with the regional headquarter located in Hong Kong. Our activities here are centered on Societe Generale's Global Banking & Investor Solutions pole (GBIS), a major growth engine for the Group and a key pillar of Societe Generale's universal banking model. Our expertise in Asia Pacific ranges from Corporate & Investment Banking (Advisory, Financing and Global Markets) to Asset Management, Global Transaction Banking and specialised financial services like Equipment & Vendor Finance and Vehicle Leasing & Fleet Management. In addition, Societe Generale's Global Solution Centre (SGGSC) in Bangalore and Chennai offers customised business solutions to the Societe Generale Group globally including ASIA.

Department Description

SG CIB’s E-Sales department offers different products (e.g. FX Spot, FX Derivatives, Fixed Income and Structured Products) to our clients for electronic execution and through various channels. We work with recognized vendors on the street for their multi-bank systems and we also promote and support our Single dealer platform – SG Markets. In the current context of digitalization, SG Markets offers a global offer of electronic pre-trades, executions and post-trades services.

The goal of the E-client services team is to work closely with the E-sales and the voice sales in order to help them develop our electronic client footprint while at the same time supporting our clients in their day to day activities. The team is responsible for onboarding clients in Asia Pacific region on our electronic offer and making sure that the client experience is smooth and efficient. As first point of contact for clients, the e-client services team is also responsible for troubleshooting and coordinating topics and issues within our organization.

The manager of E-client services manages a team of three people.

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.

Reference: 21000O6I
Entity: SG Securities (HK) Limited
Starting date: immediate
Publication date: 2021/09/13
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