The Operational Client Relationship Management team (OCRM) team is a cross product and cross-functional pre and post-trade client relationship management team, whose main purpose is to build and develop relationships with a select number of Tier-1 clients and to work with senior internal partners to develop and improve operational services. The individual should be a self-starter possessing the ability to think critically and use creativity to solve complex problems, redesign workflows creating measured commercial impact.

• Take responsibility for SG’s client escalations and requests
• Organization and delivery of formal client interactions to capture client expectations and NPS (or equivalent) attended from time to time by senior firm leadership
• Promotion of SG digital tools to clients
• Contribution to value- or function- chain specific working groups to inform internal audience of client feedback, action points, incidents as well as infrastructure and strategic plans
• Provision of updates to senior firm leaders and business partners on pertinent client topics
• Developing and diversify client contact network
• Definition and implementation of action plans following client escalations or client interactions to stimulate development and improvement of processes and functions
• Empowering and nurturing relationships with GBSU teams to adopt a client centric approach
• Record keeping of OCRM services maintained in a timely fashion
• Organization of added-value or advisory events and services to ensure SG group expertise is leveraged to the benefit of clients, (i.e.: conferences, newsletters)
• Attendance at industry and market events and communication of outcomes to internal audience and clients
• Provide ad-hoc assistance with the delivery of change the bank initiatives