Vice President, Client Experience & Success - Financial Services/Banking in City of London

We are working with a leading Financial Services client based in the City of London who are seeking an experienced professional to join the team in their London office. This individual will be part of the EMEA and UK CCO team and will be client centric, focusing on the client needs and business objectives. You will be in charge of supporting the analysis and monitoring of client relationships, implementing a structured approach to client management and relationship maintenance, and continuously improving the client engagement framework.

Main responsibilities will be:

• Enhance our support to Business lines & Hubs;
• Improve customer experience;
• Contribute to business development.

The candidate will play an integral role in the build-up of the Client Office function in EMEA. Collaborating with both internal and external data teams, Coverage bankers, salespersons and product specialists, the candidate will have the opportunity to perform a variety of functions and contribute to the development of a growing platform.

Main Responsibilities:

• Understanding our client base across businesses, mapping our relationships, and assessing client profitability and potential.
• Developing a selective approach to our client and optimizing resource allocations, by adopting a client/product neutral view.
• Helping to expand our client base in a coordinated fashion and maximizing our coverage/product penetration (definition of commercial/client action plans with businesses, account reviews, identification of cross-sell opportunities, etc.).
• Working together with Top management, Coverage and Business Lines to support the business and client strategy. Delivery of results, presentations, follow-up with the actions.

• Manage in strong coordination with Business Lines & Coverage Voice of Client (VOC) campaign with CIB Clients (Corporates, Insurers, AM/HF, Banks) measuring client experience & needs to identify concrete benchmark insights from the client as well as concrete actions to monitor (pain points & business opportunities).
• Record and monitor all relevant action plans coming from VOC, or other topics (e.g. complaints, FO/Client request, process improvement) in Nat1 & perform regular follow-up action plan with all relevant CIB stakeholders to ensure completion in due date.
• Ensure alignment with all CRM procedures defined by Head Office.
• Work closely with GM Sales on business development with AMs to guarantee the “Ready to Trade” status on funds in line with FO needs/requests.
• Have a 360° view of the funds onboarding process of your portfolio and play a facilitating role with all stakeholders to ensure a fast and coordinated smooth process.
• Contribute and support, when relevant, the CIB Customer Complaints Global Process Owner to ensure the proper execution of the framework.
• Create a trustful relationship with CIB business lines stakeholders and the COO CIB CRM community (CRM Operations) participating in relevant touchpoints with CRM Ops / CRM CCO.
• Contribute to the digitalization of CRM processes to facilitate the monitoring of KPIs on a day-to-day basis.

Accompany the business in its development. The role could include the delivery of ad-hoc presentations about clients (profitability, strategy, etc…)

Key Skills & Experience:

• Master’s degree in Finance, Economics or equivalent.
• Working practice within a Corporate and Investment Banking environment.
• Solid leadership ability, with good employee motivation skills.
• Sound understanding of one or more Business Lines (Global Markets, IB, Coverage, Real Assets Finance, Global trade), the product suite and client typologies.
• Strategic thinker and open-minded, capacity to think out of the box to identify new opportunities.
• Strong ability to work collaboratively with business lines and support functions executives, across functions and geographies.
• Communicate clearly and effectively, both orally and in written form, and capacity to adapt communication to various audiences and levels in the organization.
• Organizational and time management skills, with a proven ability to prioritize competing demands. Comfortable working in "project" mode.
• Ability to manipulate data, interpret numbers and deliver relevant messages in a succinct fashion for senior management.
• Advanced skills in Excel, PowerPoint knowledge of CRM (Salesforce), Business Intelligence (PowerBI, Business Objects, Qlik, Tableau) solutions and data providers (IQ, Dealogic) is a plus.
• Excellent interpersonal and listening skills.
• Sense of accountability and ownership.
• Demonstrates a proactive approach to project ownership by taking initiative, anticipating challenges, and driving solutions to ensure successful outcomes.
• Comfortable working independently.