Client Experience Business Manager - Vice President in City of London

Job Purpose: The purpose will aim to elevate the voice of clients across Global Markets Institutional and Corporate franchises. This role aims to design and implement Global Markets’ client experience in coordination with GBLs and Regions. Working closely with Global Markets front office sales as well as our business partners in CIB, Functions and the Group to deliver initiatives to measure, analyse and act upon client feedback, to ultimately foster a client satisfaction culture within Global Markets.

Scope: GLOBAL Key Responsibilities:

• Provides excellent support in relation to key activities within the Client Experience strategy and ambition.
• Demonstrates extensive experience of understanding and managing relevant factors impacting the area of the clients as well as Global Markets as a whole.
• Applies expert level knowledge to perform complex tasks and solve issues in creative and effective ways.
• Accountable for tasks such as:
• Strong leadership, commanding engagement from senior stakeholders, embracing change management across the whole value chain within the initiative’s scope.
• Promote change and innovation of new strategies and follow up between clients and the Sales culture and operations and functions.
• Manage the transformation and prepare the committee for senior management: raise and ask the right decisions and support from the General Management of the firm.
• Put in place global reporting on client experience for GM.
• Develop and monitor tracking process on feedback obtained from Client Satisfaction Interviews and surveys, customising e-surveys to be relevant for Institutional and Multi-National Corporates clients.
• Gather all the different sources of feedback, make an analysis of the feedback per client and prepare a proper monography for the governance when appropriate.
• Support the change management guidelines and communication for GM sales based on the client feedback: new position following the experience that we surveyed.
• Define & implement global Client Experience KPI metrics with a strong alignment across the regions to follow the Client experience in terms of Client prioritisation business, governance and streamlining processes of the E2E client lifecycle for Inst. Clients and Corp Clients.
• Set up a global governance across the regions and a dataset follow up to monitor the Client improvements projects, lead-time and experience & efficiency with a breakdown per function/activity (clients/Sales/OCRM/back office…).
• Follow the resource monitoring per project and per region to ensure capacity for the transformation of GM client experience to be best in class.
• Ensure a good connectivity, sponsorship and achievements of the OCRM strategy within GM.
• Act as the main point of contact for department discussions with all typical control and support functions within the Bank for their relevant business area and liaise with other internal teams to facilitate resolution of issues or escalates matters to more senior business management colleagues/senior management.
• Independently utilise expertise to make independent judgments to deal with a variety of situations.
• Manage and co-ordinate relevant internal teams where required including the Compliance function in relation to all compliance and regulatory matters and audit teams in relation to the Bank’s audit processes. Manage relationships with all relevant internal stakeholders to facilitate such workstreams.