Service Process Manager

1 week ago

Singapore Saxo Bank Full time

About the Job:
About the role

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, China, France, India, Netherlands, Singapore and Switzerland

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, work closely with the Client Service team based in Singapore and India, to support the business teams in Singapore and Australia.

**Responsibilities**:

- Provide training and updates to Client Services team for Singapore and Australia specific processes
- Work with relevant stakeholders to generate and champion process improvement ideas
- Contribute to digitalization of Service processes, participating in Self-help processes and meetings
- Local champion for SG and AU Self-help portal, Internal Knowledge Base and Chat bot Q/A
- Oversees and/or carries out translation/maintaining Self-help portal and language specific tasks on request
- Monitor service channels and service levels. Ensure the service channels are managed appropriately on ongoing basis (calls, chats, cases, social media channels and self help portal)
- Handle complaints, escalations and responses on social media/review sites
- Assist the Head of Client Services APAC with quality control of the team with adherence to the global processes and work instructions.
- Change management mandate:
Ensure that the projects and features developed are being correctly implemented in the Client Service organization by proper change management
Take actively part in ensuring local development is adapted to the service model
Run and promote digitalization of Service processes
Ad hoc projects
- Service coordinator mandate:
Handle day to day escalations, which includes working on client interactions yourself
Monitor to ensure that service is according to quality standards
Ensure local requirements are implemented in Global Client Service
Ensure local customs are carried through in Global Client Service
Ensure local development is implemented in the service chain and done according to service model
Acts a primary change management agent for Singapore and Australia service

Your Profile:
**Requirements**:

- Bachelor’s degree or above with min. 5 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
- Fluent in spoken and written English
- Knowledge of Singapore and Australia market is a plus
- Able to work on scheduled public holidays and scheduled shift hours if needed

We offer:
The global sales organisation is responsible for growing total realized earnings and assets under management through acquisition of new direct and wholesale clients, as well as through activation of the already existing client relationships, cross
- and up-selling, and development of global partnerships.
We aim to be digital-first and implement world-class digital engagement for all our clients and partners and focus on the human touch for our top clients and partners. This ensures that our teams in local offices spend their time on the most value-adding tasks with our partners and top direct clients.

We aspire to be a non-hierarchical, purpose-driven organisation. At Saxo, it is not about entitlement; it is about impact - no matter where you sit in the organisation. A good idea is always taken seriously and you can truly make a difference.
When you work here, you become part of the Saxo family. We invest in your personal development and offer you large responsibility from day one. We encourage an open feedback culture and a supportive team environment. If you show a collaborative spirit, drive and passion, your learning curve will be steep and your (international) career opportunities with Saxo immense.
We offer an attractive remuneration and benefits like (at least) 15 paid vacation days, company events and a paid staff lunch once a month and a good pension plan.

End Date:

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