Lead Expert - Client Centricity
Responsibilities
The role incumbent is a member of the SGGSC KYU CLD CXS perimeter.
Client Experience & Steering is an Global IT & Operations Program and the mission is to enable our partners in GBTO to become a truly client centric organization by delivering a positive client & user experience. Few of the digital capabilities such as CMT/MyCases is used by 3000+ users and our Client Centricity Coaching is offered to over 100+ Client Facing teams.
The incumbent is expected to partner with GBTO, GTPS, SGSS, SGEF stakeholders and collaborate with onshore stakeholders to define, influence, execute and deliver on program Client Centricity Coaching and Client Centricity Norms OKRs.
The incumbent for this role is expected to drive GBSU, GTPS, SGSS, and SGEF teams towards Client Centricity through the Program’s customized service offering & capabilities.
Deliverables and responsibility
· Ability to coach large staff & teams across business units and across levels
· Ability to conduct business reviews and recommend improvements by analyzing business risks, efficiency and quality.
· Challenge and recommend the existing process enhancements with the complete functional knowledge on upstream and downstream processes.
· Proven expertise in Coaching, analyzing root cause and provide solutions for residual risks at value chain.
· Manage stakeholders across GSC GBSU and program stakeholders globally.
· Define/create a coaching program roadmap and track delivery & flag/resolve any key risks, challenges, and blockers
· Establish a strong governance & partnership with GBSU BUs & SUs to deliver on Client Centricity initiatives. Close collaboration and coordination with multiple Business lines and stakeholders to improve SG responsiveness & promoting a Client Centric Mindset & Dialog.
· Negotiate and influence decisions by working closely with Line Manager
· Propose innovation, renunciation and simplification. Contribute to forums of organizations and bring-in industry's standards.
· Continuous upskilling of industry knowledge and address any new business or product launch queries.
· Contribute to the Global Expert community of value chain.
· Train experts and lead experts in the team.
· Manage work force allocation and identify team's training needs
Profile required
· 5+ years of experience as a trainer or coach with global banking centers.
· Adapt the coaching approach and patterns depending on internal and external constraints
· Create an Expert League within the BLs.
· Demonstrated strong evaluation and problem-solving skills.
· Proven functional and technological proficiency.
· Attitude of sharing knowledge and experiences with the peer team of experts
· Strong networking and marketing skills to work with counterparts globally.
· Proven ability of strategical thinking and understanding of client centricity, regulatory and risk management framework.
· Exceptional communication, partnership and collaboration skills.
· Excellent execution rigor and ability to handle ambiguity and deliver towards the organization's vision.
· Ability to work in a complex, results-driven work environment in a culturally diverse and geographically spread team with varying level of knowledge and skills set
Why join us
We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status]
Business insight
At Société Générale, we are convinced that people are drivers of change, and that the world of tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious. Whether you’re joining us for a period of months, years or your entire career, together we can have a positive impact on the future. Creating, daring, innovating, and taking action are part of our DNA. If you too want to be directly involved, grow in a stimulating and caring environment, feel useful on a daily basis and develop or strengthen your expertise, you will feel right at home with us!Still hesitating?
You should know that our employees can dedicate several days per year to solidarity actions during their working hours, including sponsoring people struggling with their orientation or professional integration, participating in the financial education of young apprentices, and sharing their skills with charities. There are many ways to get involved.We are committed to support accelerating our Group’s ESG strategy by implementing ESG principles in all our activities and policies. They are translated in our business activity (ESG assessment, reporting, project management or IT activities), our work environment and in our responsible practices for environment protection.