Director/Head - eClient Support - BFS

Director/Head of eClient Support

Job Responsibilities:

- Contribute to the global strategy and ongoing evolution of the eClient Service model for GBM

- Lead a team of experts to support GBM clients using digital platforms that apply to the full Client Lifecycle (on-boarding, renewals and exits / account closures)

- Engage with existing voice and non-voice customer service operations to enhance the knowledge base and manage seam-less handoffs to the team

- Support wider GBM functions to improve their customer experience based on strategic analysis of pain points, feedback and resolution realities

- Strong focus on Client & RM experience; to be innovative in changing processes & procedures, leverage technology to service clients / RM via voice/chat/video (digital) platforms (to ensure minimal back and forth movements of profiles between various workflow stages / baskets)

- Drive customer service automation with cutting edge technologies such as AI

- Own and manage the cost of resolution of customer requests and complaints

Designing and developing - best in class- performance reporting to clients

Skills required: 

- Strong business background with extensive experience of senior roles that require leadership, governance and control

- Strong interpersonal and influencing skills, with the ability to build a network of contacts, form strong working relationships and influence senior colleagues across the Group and in particular demonstrating that the role sits equidistant between Global Banking and Global Markets and the other GBM businesses.

- Proven experience of working successfully with technology and data to deliver solutions that satisfy a challenging regulatory agenda

- Ability to design, implement and sustain a strategic operating model

- Excellent customer relationship management and stakeholder management

- Proficient negotiating ability

- Sets business plans, strategic goals for self and the team and partners with them to define a vision for the unit/area

- Expeditiously identifies market trends and disruptions that impact the organization and/or its clients; is agile in recommending solutions

- Open to risk taking by challenging the status quo and actively encouraging others to be bold- rewarding and recognizing both successes and test-and-learn examples

- Maintains high levels of credibility with key stakeholders both, internal and external, and holds self and others accountable for working in an inclusive way

- Inspires enthusiasm, empowers the organization and mobilizes colleagues, team, seniors and internal partners for innovative change

- Works effectively within a matrix organization and creates strong partnerships

- Expresses ideas in a confident, organized and articulate manner and demonstrates advanced influence skills

- Exemplifies global leadership by adapting and relating to diverse audiences to collaborate and work effectively

- Conducts rigorous analysis and is able to synthesize complex and multiple source data into fact based and nuanced solutions

- Analytical and conceptual thinker with ability to operate in - white space-

- High ethical standards and mature risk tolerance who structures deals balancing risk and reward

- Demonstrates high level of integrity and leads by example