Head of Onboarding & Client Renewal Experience - Dubai

Saxo Bank

3mo ago

Job
Full-time
Senior Level
Customer Relations
Business, Operations & Strategy
Dubai
Quick Apply

AI generated summary

You have 5-8 years' experience, strong project management skills, AML/KYC knowledge, analytical abilities with CRM data, and a client-centric focus on continuous improvement and automation.
You will enhance client journeys, manage compliance, analyze data for improvements, coordinate local and global initiatives, and ensure effective client communication and experience optimization.

Requirements

5-8 years of relevant working experience.
Strong project management and stakeholder engagement skills.
Proven experience in managing client journeys, working knowledge in onboarding and renewals is highly preferred.
In-depth knowledge of AML/KYC compliance practices is highly preferred.
Analytical mindset with proficiency in using CRM data and dashboards.
Experience in applying automated processing and AI for business development.
Excellent communication and leadership abilities.
Client-centric approach with a focus on continuous improvement.

Responsibilities

Single point of contact, communication and information sharing global to local and local to global for Journey 3
Full oversight and responsibility for enhancing digital and non-digital local Journey 3 client experience applying local knowledge and market practices, competitor insights though mystery shopping of own experience vs. competitors
Identify, prioritize and execute on client journey enhancements both implementing global roll outs and tasks and locally identified enhancements
Ensure that local journeys/flows are always up to date in terms of global AML/Compliance guidelines and requirements as well as local AML/Compliance in close collaboration with local Compliance and relevant HQ stakeholders
Assist as local PM/coordinator to bridge potential gaps between global IA/Compliance recommendations and local requirements/local knowledge around AML/KYC practices
Constantly stay up to date and proactively work with the different conversion rates/data points in the journey such as Lead Quality, DropOff, STP, SLAs by applying the knowledge and insights from the dashboards based on DCF and CRM data and ensuring that tangible actions and tasks are taken and executed on the back of analysis and learnings.
Work closely with the Manual Approval Team to better understand PROs and WINs and apply them in improving the digital client experience in terms of enhancing client communication and local documentation requirements.
Provide input, contribute and sign off business requirements, UAT and translations for local flows when changes are implemented
Keep up to date and apply automated processing, system capabilities and AI to produce ”ready for development” business requirements
Ensure that all client communication/content in always on and ad-hoc flows for leads and ANF clients is client friendly, up to date and aligned with local standards and requirements (timing, channel, content) and that it is constantly improved based on client feedback and other relevant information
Run local optimization meetings and keep a prioritized list of initiatives to work on with HQ and other stakeholders. Ensure to align local priorities with global capacity by proactively aligning with global J3 owner. Ensure alignment and proactive communication with HQ on same.
Present qualified ideas for improvement at OB/ODD forum
Use global/local Acquisition call for escalations
Actively collaborate with Institutional & Other Local Journey Owners to ensure nothing drops between chairs
Single point of contact for communication and information sharing global to local and local to global for Journey 8
Identify, prioritize and execute on client journey enhancements both implementing global roll outs and tasks and locally identified enhancements
Provide input, contribute and sign off business requirements, UAT and translations for local flows when changes are implemented
Present qualified ideas for improvement and escalations in global/local ODD call.
Run local optimization meetings and keep a prioritized list of initiatives to work on with HQ and other stakeholders. Ensure to align local priorities with global capacity by proactively aligning with global J8 owner. Ensure alignment and proactive communication with HQ on same.
Actively collaborate with Institutional & Other Local Journey Owners to ensure nothing drops between chairs
Full oversight and responsibility for enhancing digital and non-digital local Journey 8 client experience applying local knowledge and market practices, competitor insights through mystery shopping of own experience vs. competitors
Constantly stay up to date and proactively work with the different conversion rates/data points in the journey such as STP, FBL, SLAs by applying the knowledge and insights from the dashboards based on DCF and CRM data and ensuring that tangible actions and tasks are taken and executed on the back of analysis and learnings.
Keep up to date and apply automated processing, system capabilities and AI to produce ”ready for development” business requirements
Ensure that all client communication/content in always on and ad-hoc flows for clients in ODD process is client friendly, up to date and aligned with local standards and requirements (timing, channel, content) and that it is constantly improved based on client feedback and other relevant information
Work closely with the ODD team in India and local AML team to better understand our ODD triggers and related work instructions (WINs) and apply them in improving the digital client experience in terms of enhancing client communication and local documentation requirements.
Ensure that local journeys/flows are always up to date in terms of global AML/Compliance guidelines and requirements as well as local AML/Compliance in close collaboration with local Compliance and relevant HQ stakeholders
Assist as local PM/coordinator to bridge potential gaps between global IA/Compliance recommendations and local requirements/local knowledge around AML/KYC practices

FAQs

What is the main responsibility of the Head of Onboarding & Client Renewal Experience?

The main responsibility is to oversee the entire local client experience for Onboarding (Journey 3) and Client Renewals (Journey 8), ensuring both digital and non-digital processes are optimized.

What qualifications are required for this position?

Candidates should have 5-8 years of relevant experience, strong project management and stakeholder engagement skills, and proven experience in managing client journeys, with a preference for those familiar with onboarding and renewals.

Is knowledge in AML/KYC compliance necessary for this role?

Yes, in-depth knowledge of AML/KYC compliance practices is highly preferred for this position.

What tools or data sources are expected to be utilized in this role?

An analytical mindset with proficiency in using CRM data and dashboards is required, along with experience in applying automated processing and AI for business development.

How important is communication and leadership ability in this role?

Excellent communication and leadership abilities are essential, as the role requires collaboration with various stakeholders and teams.

Will I have opportunities for professional growth at Saxo Bank?

Yes, Saxo Bank is committed to employee development, offering a robust career progression and ample opportunities for growth.

What type of work environment does Saxo Bank promote?

Saxo Bank fosters a dynamic and inclusive workplace that values teamwork, diversity, professionalism, and open communication.

How does Saxo Bank view diversity and inclusion?

Saxo Bank sees diversity and inclusion as a genuine source of strength that drives growth, fosters innovation, and positions the company for long-term success.

What can applicants expect during the application process?

Applicants can create an account and upload their resume along with a short motivation. The company looks forward to getting to know potential candidates better.

Is there support for continuous improvement in this role?

Yes, the role emphasizes a client-centric approach with a focus on continuous improvement based on client feedback and relevant data insights.

Saxo Bank

At Saxo we believe that when you invest, you unlock a new curiosity for the world around you. #BeInvested

Finance

Industry

1001-5000

Employees

1992

Founded Year

Mission & Purpose

Saxo Bank is a Danish investment bank that provides online trading and investment services to retail and institutional clients worldwide. Their platform offers access to global financial markets, allowing users to trade a wide range of assets, including stocks, bonds, forex, and derivatives. Saxo Bank's ultimate mission is to empower individuals and institutions with the tools and knowledge to achieve their financial goals. Their purpose is to democratize access to financial markets through technology, enabling clients to invest with confidence and efficiency.