Societe Generale - Trade Support - Customer Relation Manager

Job Description :

- Support the OPER/CLT Operational Client Relationship Management Team globally by preparing Service Level Review Presentations for Tier 1 Client Meetings

- Produce Client ID Cards for the benefit of OPER Staff and Senior OPER Management

- Complete monthly reporting tasks

- Contribution to ad-hoc tasks performed by the Global OPER/CLT Operational Client Relationship Management Team.

Contribute and increase Client Centricity awareness and topic

Qualification :- Produce Service Level Reviews Presentations for Tier 1 Client Meetings

- Determine client trading activity volumes (using CLiMB)

- Establish Key Performance Indicator (KPI) performance across all applicable OPER value chains and functions provided to a Tier 1 client

- Where performance falls below pre-defined thresholds to liaise with OPER teams to establish root cause(s)

- Supply action point status from the last client interaction

- Enter action points for all historic interactions with the client

- Display IPSOS / McLagan feedback scoring

- Summarise client escalation summary (from Trouble Tracker or CMT)

Produce Client ID cards by compiling the below information

- Client - Traffic Light' scores from last meeting along with meeting summary

- Details of SG Client Coverage Team

- Trouble Tracker / CMT analysis

- IPSOS / McLagan Survey feedback

- Trading Volumes and KPIs from CLIMB

Complete the following monthly reporting tasks:

- Client meeting forecast update in Synapse - weekly

- Client feedback update in synapse - weekly

- FIC client escalation extract - weekly

- Core indicator report - monthly

- KPI packs for two Tier-1 clients - monthly

- CMT/T2 UK Compliance report - monthly

Contribute to adhoc tasks performed by the Global OPER/CLT Operational Client Relationship Management Team

Contribute and increase Client Centricity awareness and topics:

- Attendance at local industry and market events on various topics and communication of outcomes to an internal audience

The ability to attend/dial-in to Client Operational Service Level Reviews where the client has off-shore teams in India

- Solid understanding of SG Global Markets (MARK) products and lifecycle processes:

- Intermediate Product knowledge of securities, derivatives (OTC & Listed), commodities, FX/MM

- Advanced Process lifecycle/troubleshooting knowledge: confirmation and settlement for Securities and derivatives/FX products; Collateral Management functions

- Excellent personal time organisation to manage multiple meeting pack and reporting deadlines

- Inquisitive mindset and courage to successfully obtain key information from on-shore teams and challenge where necessary

- Ability to swiftly grasp details of sometimes complex operational performance issues and determine necessary approach to identify root-cause(s)

- Effective written and spoken communication skills in English

- Advanced Microsoft Excel and Powerpoint skills: ability to integrate data and transform into visual graphics

- Track record in devising and delivering process improvements.

Education level - Master's Degree

Work experience - 7-10 years

Contract type- Permanent

Company - Societe Generale

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