Client Operations & KYC Delivery Manager

The Client Operations & KYC Delivery Manager is responsible for leading the service delivery team in accordance with business strategy, while planning, implementing and monitoring the operational & financial performance as well as the assigned transversal initiatives.

What you will do:

• Manage service delivery activities within banking operations;
• Ensure Delivery Excellence for all contracted services, enhancing regulatory trust and complying with all agreed KPIs, in due time;
• Define and monitor the performance objectives for the teams and secure their execution;
• Ownership for the assigned perimeters and transversal initiatives on Transformation roadmap execution (measured from quantity and quality perspectives);
• Act as Performance Ambassador and lead by example on all Change Management initiatives;
• Ownership in actions plans definition in case of KPIs deviation and act as decision maker in escalations management;
• Drive people performance through team management, enhanced accountability and improved employee experience, ensuring Talent Development and securing expertise;
• Support business development activity on respective perimeters and mitigate risks associated to business reduction;
• Ensure robust Stakeholder management with all internal and external involved parties; manage strategic and operational meetings;
• Increase Contract management accountability and deliver 100% of listed KPIs (Production, Quality, Finance and Risk);
• Create, monitor and adjust financial performance as per client and BL’s objectives monthly and quarterly (Forecast, Annual Budget etc.);
• Robust collaboration with Support Functions teams (Transition, Continuous Improvement, Quality, Reporting, etc.) to support process optimization and diverse initiatives;
• Own transversal business projects and ensure timely delivery of all assigned tasks (part of transitions, implementation of CI or transformation projects, People related initiatives, Business reviews and analysis etc.) and monitoring their deployment until successful completion;
• 100% compliance on IGAD and internal control processes.

• Minimum 5 years of managerial experience with relevant exposure to large teams and multiple processes (leading teams of +50 employees and/or account management role is a plus);
• Minimum 3 years’ experience in project management/ process improvement / and / or transition of business processes;
• Minimum 5 years’ experience in client engagement (account management, relationship with C-level stakeholders);
• Strong Language skills: French and English (min. B2);
• Minimum 2 years’ experience in P&L, Budget Management and/or business development;
• Effective interpersonal skills in a multicultural organization, influencing stakeholders in a remote matrix environment (multiple geographies);
• Motivated by dynamic business environment.

At SG GSC  you will find a flexible workplace and culture, autonomy, constant learning opportunities, dynamism, and talented people, making this experience a real career accelerator. You will also discover all the diversity of our businesses, in a sector that is constantly evolving and innovating.If you feel like ambitiously pursuing your goals, then you have come to the right place.

Plus, you will enjoy all our benefits:

• competitive compensation & remuneration, including annual performance bonus;
• preventive healthcare plan, and group health & life insurance;
• wide range of flexible benefits within a monthly budget;
• office perks, wellbeing and mental health programs;
• various social benefits and bonuses for personal or family events;
• 9-to-5 workday & flexible working environment (Hybrid); 
• additional paid and unpaid time off, including Sabbatical leave;
• learning and growth opportunities based on individual development and career plans;
• unlimited access to various eLearning resources.

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?

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. 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.