Operational Client Relationship Manager - Banking Operations Hong Kong Operational Client Relationship Manager - Banking  …

in Hong Kong, Hong Kong, Hong Kong
Permanent, Full time
Last application, 11 Feb 20
in Hong Kong, Hong Kong, Hong Kong
Permanent, Full time
Last application, 11 Feb 20
Operational Client Relationship Manager - Banking Operations Hong Kong

Summary of responsibilities:

• Take responsibility for SG's Tier-1 and legacy client escalation and client request matters

• Organisation and delivery of formal client interactions to capture client expectations and NPS (or equivalent) attended from time to time by senior firm leadership

• Promotion of SG digital tools to clients

• Contribution to value- or function- chain specific working groups to inform internal audience of client feedback, action points and incidents as well as infrastructure and strategic plans

• Provision of updates to senior firm leaders and business partners on pertinent client topics

• Developing and diversify client contact network

• Definition and implementation of action plans following client escalations or client interactions to stimulate development and improvement of processes and functions

• Empowering and nurturing relationships with GBSU teams to adopt right client centric approach

• Record keeping of OCRM services maintained in a timely fashion

• Organisation of added-value or advisory events and services to ensure SG group expertise is leveraged to the benefit of clients, (i.e.: conferences, newsletters)

• Attendance at industry and market events and communication of outcomes to internal audience and clients

• Provide ad-hoc assistance with the delivery of change the bank initiatives

Delegated responsibilities (if applicable)

• Preparation of client interactions - OCRM expected to ensure performance indicators and information on client activity and incidents which are requested from SGCIB teams are delivered in a timely manner, which can be achieved by tracking responses in Excel

• Follow up of client incidents & action points - OCRM expected, where necessary, to request and follow-up post-mortems and action plans following client escalations and/or client interactions, achieved by tracking status in Excel

• Added-value events - OCRM expected to organise added-value events although content and delivery of discussion topics and presentation remains with subject-matter expert, achieved by tracking progress of event in Excel

• GBS Sponsor - OCRM expected to prepare GBS Sponsor discussion points for client interactions using a formalised procedure and presentation

Profile Required

Skills Required:

• Fluent in English and Korean is a must

• Outstanding communication skills -candidate represents SG and expected to adapt communication to wide-ranging audience (Operational SMEs, FO, C-suite etc)

• Ability to act with gravitas and promote a culture of seriousness in approach to all tasks and relationships to those around you

• Appropriate Experience in a capital markets post-trade functions, preferably with exposure to multiple asset classes and functions, with understanding of securities and derivative lifecycle events

• Operations-relevant Professional qualifications desirable (i.e.: SII Investment Operations Certificate)

• Established profile of meeting and interfacing with external clients (preparing and attending meetings or calls)

• Proven track-record of delivering client satisfaction through resolution of client incidents

• Experience of effective interface with MD-level senior management, and cooperation with FO stakeholders

• Evidence an instinctive inquisitive mindset to obtain the best possible result for the client and/or the firm

• Ability to swiftly grasp details of sometimes complex operational client issue and determine necessary actions for resolution

• Skills of persuasion and influence of internal stakeholders to implement positive change

• Intermediate Excel and PowerPoint skills

• High-level understanding of capital market regulatory environment

• Demonstrate impartiality and objectivity in decision-making approach


• Senior experience in a client-facing capital markets post-trade / Operations function - on sell- or buy-side

• Exposure to multiple asset classes (Securities, OTC, PB) and associated workflow lifecycle functions


Bachelors' degree required


C2 English, Korean required

Business Insight

The Operational Client Relationship Management team (OCRM) team is a cross product and cross-functional pre and post-trade client relationship management team, whose main purpose is to build and develop relationships with a select number of GBSU Tier-1 clients and to work with senior internal partners to develop and improve operational services.

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.

Job code: 200002ED

Business unit: Societe Generale Hong Kong Branch

Starting date: 01/05/2020

Date of publication: 04/02/2020


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