Client Services Team Lead, Listed Derivatives Prime Services

  • Competitive
  • Hong Kong
  • Permanent, Full time
  • Societe Generale
  • 16 Oct 17 2017-10-16

Client Services Team Lead, Listed Derivatives Prime Services


Environment

SG CIB is the Corporate and Investment Banking arm of the Société Générale Group. Present in over 50 countries across Europe, the Americas and Asia.SG CIB provides corporate, financial institutions, investors and public sector clients with value-added integrated financial solutions.

The Client Service team is composed of Client Service Representatives servicing clients including Banks, Hedge Funds, Asset Managers and Corporations. The team serves as the main operational point of contact for the post-trade Prime Clearing services platform.

Mission

Primary Objectives:

  • Responsible for the supervision of the Client Services team on the APAC Listed Derivatives Clearing platform
  • Enforce controls on the production of the team, identify gaps and implement action plans to improve the control environment of the department to minimize Operational Risk
  • Ensure Client pain points are resolved and long term action plans are implemented to improve the customer satisfaction
  • Deliver the Client Services roadmap as assigned by Client Services management to improve the customer experience
  • Oversight the operational Client On-boarding per the CS management guidelines
  • Organize the Follow The Sun protocol for inbound and outbound clients and ensure effectiveness thru continuous feedback
  • Act as an escalation point for Clients as well as internal parties
  • Build relationships with top tier clients through regular visits and meetings
  • Develop an open and strong partnership with the business lines (Prime Clearing Services)
  • Raises the profile of the department throughout the company, ensuring the Client Services team is represented in meetings and projects as a key stakeholder
  • Ensure all the procedures related to the department and the business is up to date, in sharepoint and that the staff are fully trained
  • Deliver relevant formalized controls of the department and manage all interaction with audits (handle queries and follow up audit points)
  • Work closely with the other CS leads to ensure consistency both locally and transversally
  • Provide relevant KPIs and reporting as defined with Client Services management
  • Encourage the companies values within the department and promote key management principles


Operational Risk & Regulatory Responsibility:
  • Observe procedures and best practices to reduce occurrence and severity of potential mistakes, escalate issues promptly to Management and participate in the continuous improvement of processes


Profile

Key Skill Areas & Knowledge Required:

  • 8+ years' experience on Listed Derivatives
  • Previous experience in a client facing role position
  • Management skills
  • Excellent interpersonal and communication skills, sense of service, and flexibility
  • Knowledge of MS Office
  • Commanding written and spoken English, other Asian languages are recommended