e-Client Services Specialist - Team Leader

Permanent contract|Hong Kong|Corporate & Investment banking

e-Client Services Specialist - Team Leader

Hong Kong, Hong Kong Permanent contract Corporate & Investment banking

Responsibilities

Day to day
1.    Timely and accurate enablement of clients on Pre-Trade: 
a.    e-Trading platforms (Fxall, Bloomberg, Tradeweb, 360T, MarketAxess, EBSDirect, etc.) and SG internal platforms (SG Markets)- mapping, reconciliation, account creation, etc.
b.    Main products covered: Fixed Income – IRS, Cash Bonds, Credit & Forex-Exchange – Spot, Forward, Swap, NDF, Options, Algos
2.    Timely and accurate enablement of Onboard clients on Post-Trade:
a.    SG Markets internal services (Confirmation, Billing, LifeCycle, Settlement)
b.    Main products covered: Structured products, Fixed Income, Forex Exchange
3.    Act as control for new client onboardings – ensure all approvals are in place (Trading, Regulatory, KYC, Limits, Contract) and clients are eligible to access our offer
4.    Maintenance of existing client base and updating trading setups when necessary
5.    Administrate Give Up agreements and liaise with downstream actors in Agency / Clearing chains for operational settings
6.    Work closely with Front Office in improving security, efficiency and clients’ satisfaction in our internal processes
7.    Act as primary point of contact for e-trading queries for internal users and for external SG clients
8.    Troubleshoot client queries related to electronic platforms executions - trades issues, client connectivity, limits, rejections, etc.
9.    Liaising with vendors on issues/queries related to their platforms
10.    Troubleshoot client queries related to post-trade services – login issues, transactions unavailable, service stability
11.    Internal communication and interaction on all topics with relevant stakeholders - FO Sales, FO Trading teams, Compliance, KYC, BFO MO, Risk, Technology, Middle/Back Office
12.    Ensure follow the sun model – global hotline and global mailboxes
13.    Production of KPI/MIS and capacity statistics for Line Manager
14.    Writing procedures on processes, continuous improvement, initiatives etc. to be validated by line Manager. Ensure all procedures are kept up-to-date with changes in process and regulations

Participation in projects / changes  
1.    Assist and participate in new initiatives related to the development of the electronic offer
2.    Contribution to Onboarding related projects: regulatory, process streamlining, new tools implementation
3.    Proposals of process improvements

Functional Relationships
•    Internal: Sales, Traders, Middle Office Trading, Back Offices, Technology teams, Product Managers
•    External: Clients, Vendors
•    Other members of Local team and e-Client services team in other regions

Profile required

•    Prior experience in Onboarding / e-Client Services or related processes in a broker or investment bank environment – good knowledge of at least one of the following is necessary: product and service offering, customer base, regulatory environment
•    Experience in banking/financial sector (alternatively e-Trading platforms)
•    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 communication skills: ability to communicate clearly and effectively to clients and business partners, ability to present clear and concise solutions
•    The position requires effectiveness, team spirit and eagerness to learn
•    Comfortable with basic technical operations (log analysis, advanced monitoring tools)
•    Effective problem-solver: ability to listen to client and stakeholder requirements, anticipate, eliminate, mitigate, escalate issues as appropriate
•    Fluent in English

Behavioral Skills

  • Client - Client focus: I nurture a long-term relationship with the clients/internal partners
  • Team Spirit - Open mindset/Respect: I listen and share my views and my expertise in an open mode
  • Team Spirit - Synergies: I make cooperation with colleagues in and outside my team a priority
  • Responsibility - Empowerment and Accountability: I give resources and autonomy to make decisions
  • Innovation - Technology: I adopt new  technologies in the solutions and projects I work on
  • Commitment - Sustainability: I strive to develop my skills and knowledge

Business insight

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 133,000 employees based in 61 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

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

The successful candidate will work with a team of 7 developers and 3 operationals.

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: 22000Q4C
Entity: Societe Generale Hong Kong Branch
Starting date: 2022/10/12
Publication date: 2022/09/14
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