TRAINEE: Client Experience Quality Trainee

RESPONSIBILITIES

• Assist with client topics to improve client satisfaction and digital transformation, requiring change management and ability to influence internal stakeholders
• Assist with driving client adoption of e-services (SG Markets Post Trade); including answering queries & onboarding
• Monitor incidents across clients/business lines in APAC
• Help to monitor and support the governance framework within Operations (e.g. KPIs, dashboards, desk governance, client governance meetings)
• Prepare regular reports for management and Operations Department
• Ensure consistency in client presentations (templates, data mapping, incidents, etc...)
• Participate in building awareness to improve processes with the ultimate goal to achieve client satisfaction excellence
• Promote internal collaboration within different parts of the organization (e.g. Front Office, Back Office, Trade Support)

PROFILE REQUIRED

• Hold a relevant Bachelors or Masters degree in Finance, Business, Science or similar
• Motivated self-starter, eager to learn and willing to work on a variety of assignments
• Skilled in Change Management and ability to influence senior stakeholders
• Good interpersonal, communication and presentation skills, attention to detail and flexibility are essential requirements
• Analytical skills and the ability to work autonomously
• Demonstrate the capacity to work in a team environment on collective success
• Fluent English is mandatory

This is a fixed term 12 month Trainee contract with Societe Generale. You will form part of the team on a full time basis. In order to apply for the Trainee position please ensure you have completed your qualification and will be available to work full time for the duration of the Trainee contract.

BEHAVIORAL SKILLS

Client - Understanding and Respect: I listen to clients and colleagues in order to understand and anticipate their needs

Team Spirit - Synergies: I make cooperation with colleagues in and outside my team a priority

Innovation - Change management: I support change

Innovation - Simplification: I make things & ideas simple

Responsibility - Performance: I strive for high performance

Commitment - Care: I demonstrate consideration for others

BUSINESS INSIGHT

Company Description:

Societe Generale is one of the leading European financial services groups. Based on a diversified and integrated banking model, the Group combines financial strength and proven expertise in innovation with a strategy of sustainable growth. Committed to the positive transformations of the world’s societies and economies, Societe Generale seeks to build together with its clients, a better and sustainable future through responsible and innovative financial solutions. Active in the real economy for over 150 years, with a solid position in Europe and connected to the rest of the world, Societe Generale has over 117,000 employees in 66 countries and supports 25 million individual clients, businesses and institutional investors worldwide (figures as of August 2023). We have a presence in 11 locations across Asia Pacific. With our regional headquarters in Hong Kong – a core hub of the worldwide Societe Generale Group – we employ around 2,300 employees in the region. In addition, Societe Generale's Global Solution Centre (SGGSC) in Bangalore and Chennai supports the Group in Asia Pacific and globally with customised business solutions.

Department Description:

The Client Lifecycle & Digital Department (CLD) resides as part of the Wholesale Clients Technology & Operations division within Global Banking and Investor Solutions (GBIS).

CLD’s mission is to deliver a state-of-the art digital platform, targeting both users and clients in covering pre-trade, execution and post-trade activities. CLD aims to grow our internal client knowledge and deliver a user-friendly experience through the client lifecycle, while mitigating risk to protect the bank.

CLD/CXS is a Client Experience and Steering division composed of Operational Client Relationship Management (OCRM) and Client Experience & Quality (CEQ). The team is a cross product and cross-functional post-trade client relationship management team , whose main purpose is to build and develop relationships with a selective number of Tier-1 clients and to work with senior internal partners to develop and improve operational services.  The team defines the normative framework and provides to our Tier1 clients with bespoke service. It is also the final escalation point to address client incidents and requests.