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Client Service Team Lead

2 weeks 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, working closely with the Client Service team based in Singapore and Shanghai, to support the business teams in Hong Kong and Shanghai.

**Responsibilities**:

- The Team Lead drives the performance and develops Growth mindset and positive behaviour of the Team.
- Ensure the Team executes 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.
- Monitor service channels and service levels. Ensure the service channels are managed appropriately on ongoing basis (calls, chats, cases, social media channels and complaints), knowing and using the reports/numbers in the MIS to drive performance
- Tracks and reviews the team and individual team members through Saxo leadership tools
- Handle complaints, escalations and responses on social media/review sites
- Provide training and updates to Client Services team, operationalizing the processes within the team
- Quality control of the team with adherence to global processes and work instructions
- Understand client needs, maintain product, platform and service process knowledge, and able to use trading platform and client tools proficiently
- Overall responsible for maintaining the Self help portal, Internal Knowledge Base and Chat bot(s) in cooperation with the Head of Client Service and Service Process Manager.
- KPI mandates:
Ensure that the Team meets the global KPI
- No. of interactions
- Availability, Duration and Call-Handle Ratio
- First time right strategy
- Chat bot request success
- Case management SLA
- Client satisfaction and NPS goals

Ensure Team is working by strategy for case management prioritized by client segmentation then FIFO for all work, unless specified differently
Depending on the size of the team, be able to handle client interactions yourself
Diligently mange workload on client work and digitalization work
Ad hoc projects
- Team development mandates:
Run and develop a team of Client Service associates in the team
Management cycle and Saxo leadership tools adherence Monitor to ensure that service is according to quality standards
Satisfactory Engagement survey (on or above company average)
Ensures local customs are carried through in Client 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
- Knowledge of Hong Kong and Shanghai market is a plus
- Fluent in spoken Mandarin and Cantonese and with ability to write in Traditional and Simplified Chinese
- 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