Client Lead

Client Lead (APAC)

**About the Job**:
Global Client Service is anchored in a Global Sales organization. We service in 15 languages, providing 24/5.5 coverage to all client types including WLCs, IBs, FCs, and Private/Corporate clients. We are located in Denmark, Belgium, the Czech Republic, France, India, Netherlands, Singapore, Switzerland and Tokyo.

The Client Service team is a support centre assisting Clients on Account, Operations and IT related enquiries and reports; and granting access to Saxo Applications like Trading Platform, Reporting tools, Partner Client Configuration Manager and Partner Client Chat. Client Service is also responsible for digitalising the Saxo self-help journey and process improvements.

This role will be based in Singapore, working closely with the Client Service team based in Singapore, India and headquarters, to support the business teams in Asia Pacific.

**Responsibility**
- The Client Lead is the face of Saxo Bank towards Clients, executing client service in a Professional manner driving positive NPS, adhering to the service processes, displaying compliant behavior.
- The Client Lead shall have the skills and knowledge to solve complex queries and trading related issues.
- The Client Lead handles complaints, escalations and responses on social media/review site.
- The Client Lead coaches and trains new joiners in client communication skills and client service processes.
- The Client Lead performs quality assessment checks in general skills and in Grow Skills, and is thus a valuable support to the Team Lead to drive the right behaviors, skills and knowledge in the team
- The Client Lead supports the Team Lead to drive the team in the execution of the client work and prioritization in accordance to the KPI mandates and Saxo Bank Values complying with compliance rules and regulations with understanding of risk management.

**Mandate**
- The position is mandated to service clients within the structure and processes in Global Client Services.
- Based on the work schedule the Client Lead will execute the incommoding and other tasks to optimize client experience and efficiency.
- The Client Lead is also mandated to handle VIP clients request with priority, and to the extend of other tasks being assigned, ad hoc from the leader, to handle the planning and execution of these tasks.
- The Client Lead is mandated to assist the team lead in coaching/feedback/training of the team, and is also mandated to assess Client interacts and give human/digital feedback.

**Requirements**:

- Bachelor's degree or above with min. 3 years of relevant working experience in financial service sector
- A sound understanding of asset classes (stocks, CFDs, FX, options, futures, bonds, mutual funds)
- Broad understanding of value chain processes from KYC, trading and post trade services
- Strong understanding of client service, including digital service
- Strong organizational skills, able to prioritise tasks and time based on the given KPI and objectives
- Enjoy engaging with clients and colleagues
- Compliant with regulations, work processes and procedures
- Knowledge of APAC trading condition is a plus
- Fluent in spoken and written English and Mandarin, Cantonese is a plus
- Able to work on scheduled public holidays and scheduled shift hours if needed

**We offer**:
**We get curious people invested in the world**

When you work at Saxo, you become a Saxonian and part of a purpose-driven organisation, where good ideas are always taken seriously, and where you can make a true impact. We are invested in your development, and you can expect a robust career from day one when you join Saxo - no matter which role you take on.

You will join 2,500 other ambitious colleagues across 15 countries and become part of an international organisation. Working in Saxo, you will get to meet colleagues from many different cultures and backgrounds, and you should know that we value diversity and inclusion and see it as a genuine source of strength to drive growth, foster innovation and position us for long-term success.

We encourage an open feedback culture and supportive team environments enabling employees to grow and fulfil their career aspirations.

When you bring passion, curiosity, drive and team spirit, your learning journey will be dynamic and your career opportunities in Saxo will be immense.

At Saxo we don't just offer a job - we offer an opportunity to invest in your future

**How to apply**:
Click here to create an account and upload your resume and a short motivation. We look forward to getting to know you better

Job ID R-15183