Lead Expert - KYC

Job summary:

 The role incumbent is a member of the SGGSC KYU CLD CXS perimeter.

Client Experience & Steering is an transversal 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.

Current working model is designed with the CXS transversal teams/expert at the heart of improving client & user experience. The transversal teams comprise Functional Transversal Experts, Client Centricity Coaches, Project Managers, Business Analysts, PEGA Developers, Test Automation QAs.

The incumbent is expected to partner with GBTO 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 GBTO teams towards Client Centricity through the Program’s customized service offering & capabilities such as.

·  Promote client centric mindset & dialogues – Through individual and group coaching for GBSU staff, formalizing Client Centricity Awareness(CCA) governance with key client facing teams and deploy client Norms for GBSU and APTP client facing perimeters

·   Track & monitor complaints - Rollout and conduct change management of new Client Complaints definition & enforcing SG Code, global and local regulation

· Foster data usage to promote usage of targeted boards (Client Cases Dashboard) on SG Markets and conduct Performance reviews & contribute to client dialogues

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 GBTO 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 GBTO 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

       5+ years of experience as a trainer or coach with global banking centers.

       Exceptional communication, partnership and collaboration skills.

·     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.

·     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

“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”

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!
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