Client Experience Quality Lead
Hong Kong, Hong Kong


Main Responsibilities :

  • Management of the client change request process, follow and drive closure of new client requests, support governance and reporting around function
  • Monitor and support the governance framework within Operations (e.g. incident reporting, dashboards, desk governance, client governance meetings)
  • Ensure consistency in client presentations (templates, data mapping, incidents, etc...)
  • Monitoring of internal and external Services Level Agreements (i.e. Client / Business Line SLAs)
  • Drive implementation of e-services with clients; serve as central point for e-service topics, set and monitor targets, etc
  • Capture the client satisfaction through surveys and client feedback and identify improvement areas
  • Improve client satisfaction through incidents macro root cause analysis (qualitative & quantitative); ensure that long term remediation plans are set up and implemented
  • Build awareness to improve processes with the ultimate goal to achieve client satisfaction excellence
  • Enhance organizational client centricity through coaching and improving client communication for operational teams
  • Communicate with global stakeholders to ensure a consistent Client Experience vision within organization
  • Promote internal collaboration within different parts of the organization (e.g. Clients Technology & Operations, Front Office, Back Office)
  • Profile Required

    Key Skill Areas & Knowledge Required :

  • Transversal knowledge of services and products of the corporate and investment banking sector
  • 5+ years relevant experience in Client Services and / or Operations
  • Skilled in Change Management and ability to influence senior stakeholders
  • Ability to define, plan and execute projects from design to full implementation phase
  • Analytical skills and the ability to work autonomously
  • Good interpersonal and communication skills, attention to detail and flexibility are essential requirements
  • Fluent in English, Cantonese, Mandarin
  • Business Insight

    Societe Generale is one of the leading financial services groups in Europe. Based on a diversified and integrated banking model, the Group combines financial solidity and a strategy of sustainable growth.


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