Global Transaction Banking - Head Client Service Germany & Austria (m/f/d)

As a member of the Société Générale GTB team, your goal will be to assist the Payment & Cash Management and Trade Finance Front Office sales teams along with global bankers in relationship management activities focused on their portfolio of large corporate clients by providing consistent, high quality client service and support to achieve high client satisfaction and loyalty. Part of the Global Transaction Banking business line, the Client Service teams are Client-facing teams within the Payments & Cash Management & the Trade Finance departments, and the role of the Head of Client Service is to lead these teams in their day to day activity. The team is key to the delivery and support of the transactional banking products and services offered by the Payments & Cash Management & the Trade Finance departments, which is achieved by adhering to these objectives:

• Supervising the team to ensure that a high-quality service is delivered, this is achieved by verifying that all tasks are completed accurately and correctly first time, every time.
• Demonstrating clear and effective communication by providing both colleagues and Clients with relevant information and comprehensive answers to their enquiries.

The expectation is that by complying with these objectives then our Clients will be provided with the highest standard of Client Service and service available. As part of Client-facing teams, your role requires a strong client service orientation, detailed operational process knowledge, good planning and communication skills as well as professional integrity at all times. You will be an effective team player and possess excellent interpersonal and communication skills (both written and verbal) with the ability to build and influence business relationships at operational levels of our multicultural organisation. You will have the following responsibilities:

• Lead, support and develop the Client Service teams to ensure they have both, the knowledge and skills required, to perform their role.
• Management of individual application rights to ensure that the Client Service teams have access to the tools and data necessary to perform their role.
• Working with the front office sales teams to facilitate the delivery of products and services for Clients.
• Supervising the implementation and support of both domestic and international Cash Management products and services and trade finance transactions.
• Quality control checks to ensure that processes are correctly performed and completed.
• Manage the operational relationship with both settlement agents and correspondent banks.
• Interact with back office teams to ensure that all business activity is conducted and completed in accordance with regulation and policy.
• Create and maintain required documentation/manuals to work towards standardizing implementation processes.
• Ensure Credit/Risk recommendations, Compliance, KYC Procedures and other GTB Procedures Guidelines / Manuals are implemented and adhered to.
• Develop a close relationship with Clients throughout the pre, mid and post implementation stages.
• Ensure a proper task segregation as per target operating model guidelines and promote/implement central initiatives aiming at improving client centricity and satisfaction.
• Ensure that the client service functions are structured and resourced to optimize both service quality and operational efficiency.
• Ensure that the team develops and maintains seamless working relationships with: Sales teams, head office and other banking operations functions.
• Strive for continuous process improvement in close cooperation with PCM/CCS in Paris, European Mid-Office in Poland and European Back-Office in Paris.
• Handle ad-hoc audit and/or inspection requirements.
• Follow annual appraisals, performance management, and recommend improvements.
• Ensure close follow-up and execution/solving of frequent Permanent Supervision Exercise and Audit Issues.