Environment People join for the impact they can have on us. They stay for the impact we have on them. A flatter structure offers visibility and exposure beyond that of our competitors, so you know our names, and we know yours. It's personable, human, and inspires success through passion. By encouraging open mindedness and a willingness to share ideas, we have adapted to market changes and thrived through innovation. Bringing words like "hard work" and "dedication" together with "community" and "respect" has enabled us to work collaboratively and build our future together. We call this Team Spirit and it's what makes us different. It's what makes you different.
Mission Description of the Business Line or Department
Our Commercial strategy focuses on three main areas:
§ Ensure growth through our key client segments: KCS (Key Client Segment), FIM (Financial Intermediaries), Core Segment and Privilege § Tighten our global sales management , notably by combining our indicators by entity and by private banker (AuM, NNMA, NBI, GOI); § Anchor our risk culture, conduct, Customer Excellence and the Group values described in the Leadership Model in our sales force on a daily basis
Summary of the key purposes of the role
The Head of the Client Service Team (CST) is a key role in ensuring superb client service for our HNW and UNHNW clients. It is a vital link between Clients, Private Bankers and Support Services from initial client introduction and throughout the life of the relationship.
The Team Leader will ensure that all aspects of the Client's experience with Kleinwort Hambros are dealt with in a professional, accurate and timely manner including:
Management of a team of the Senior Private Banking Assistants and Private Banking Assistants
Driving process improvements and efficiencies to ensure client satisfaction and that increasingly support staff can be engaged on value- add activities rather than internal form-filling
Lead the UK CST supporting Private Bankers who are focused on one or more segments, managing and retaining client relationships with high net worth individuals.
Actively assisting in developing the clients' relationships to their full business potential
Summary of responsibilities
Lead the Client Service Team, supporting the Private Bankers, to ensure an exceptionally high standard of service is delivered to the client.
Responsibilities include driving various projects, responding to complex client enquiries and liaising and challenging co-ordination with other operational support areas of the bank and, where necessary, the wider SG Group entities.
Provide, and enhance the reputation of the Bank for, providing high quality relationship management;
Manage a large team of experienced staff and ensure workload is consistent, high standard and that cross-training is used to improve engagement and the overall client experience
Lead the team and represent Commercial in meetings with stakeholders such as Operations, Compliance, Risk and IT and build strong working relationships with these areas.
Maintain excellent professional standards through appropriate training and development and keep up to date with developments in the market place.
Work effectively and successfully within the team and corporate framework
Independent thinker and willing to challenge established processes where efficiencies can be found. Team Leader responsibilities;
Direct management and development of team members will be a requirement, therefore, requires technical proficiency and management skills. This is to effectively supervise and monitor the work of the team while motivating team members to meet objectives and to support their career progression through active coaching, mentoring and appropriate training.
Able to articulate difficult messages and decisions through effective communication and verbal reasoning. Communicates positively about the reasons for change and ensure others understand what the changes mean for their everyday work
Create and monitor a skills development action plan for the team and its members in conjunction with HR (monitoring, sharing experiences, coaching, mentoring).
Ensure appropriate team resources and competence is in place. Hire and develop the right talent to further expand the team's ability to pro-actively service Clients.
Complete the evaluation process for all team members ensuring progression plans are well documented with SMART objectives. Monitor, on a periodic basis, through regular performance discussions and feedback.
Build trust, inspire and engage key stakeholders through effective communication
Resolve problems independently, escalating only when necessary.
Identify and promote the generation of ideas to improve processes and client satisfaction. Supervise the implementation of these improvements
Actively drive change, defining the concrete steps to implementation.
Operate in a constructive manner with others (within the team, with the management, with other commercial teams, within KH and SG)
Develop and maintain collaborative relationships with commercial functions, particularly Investment Management, Advisory, Wealth Planning, Credit and Market Solutions ensuring that the product offer and support provided allows self and team to meet client's objectives.
Push support functions with ideas and feedback to improve efficiencies and client service standards
Work with CST colleagues in other jurisdictions to improve client experience and leverage best practice. Risk & Compliance;
To set an example and demonstrate leadership in respect of risk awareness, conduct, behavioural and compliance culture matters; ensure the embedding of a positive culture of compliance within the team, with internal stakeholders, as well as to clients and markets. To lead to the right outcomes in all material respects.
Ensure team members apply all regulatory standards including Treating Customer Fairly, Know your Client and Suitability.
Maintain the highest standards of risk and compliance, ensuring all policies are observed across the team.
Champion the Bank's risk culture applying the rules to daily tasks whilst ensuring the team adopts the same approach.
Ensure team members complete all internal mandatory regulatory training
Perform all duties in accordance with the principles outlined in the SGPBH Code of Conduct, as well as the policies and procedures relevant to your responsibilities, to ensure that you adhere to a culture that treats clients fairly and focuses on the long-term sustainability of client relationships.
Fully respect SG Policies and Procedures defined locally, at PRIV and at Group Level, in order to control operational risks.
Respect of local SGPBH procedures and relevant regulations
Application of IMMUNE and FORCE rules
Level of Autonomy and Authority
Escalate issues to the Head of UK Private Banking or Commercial Chief Operating Officer
Individual contributor competencies as defined in the SG Leadership Model
Team Leadership and management
Coaching and mentoring skills
Excellent working knowledge of business processes, standards, policies and procedures
Strong Verbal and written communication skills
Strong stakeholder management and cooperation skills
Change management essential
People development crucial
Client service and results orientated
Word, Excel, Powerpoint and other relevant IT skills
Knowledge of regulations applying to the bank, its staff and our clients
Knowledge of internal risk management, compliance, AML procedures and constant vigilance in respect of them
Reliability and attention to detail
Strong interpersonal skills
Team Player & Collaboration
Exercise good judgement skills to prevent fraud and raise alerts as necessary
Hard working and confident presenter
Evolution If you feel you have the required experience and qualifications, then please apply to the SG Resourcing Team, and we will manage your application. At Societe Generale, we believe our people are our strength and are core to the success of our business. As such, we search for, recruit and appoint the best available person on the basis of aptitude and ability, regardless of sex, marital or civil partnership status, race, colour, nationality, ethnic or national origins, pregnancy, disability, age, sexual orientation, religion, belief or gender reassignment.
Internal Number: 5874763
About SOCIETE GENERALE Corporate & Investment Banking
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