Operational Client Relationship Manager
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

    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.

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