Head of Onboarding & Client Renewal Experience - Dubai

Head of Onboarding & Client Renewal Experience - Dubai

Apply locations: Dubai

Time type: Full time

Posted on: Posted 2 Days Ago

About Our Workplace

At Saxo Bank, our team is driven by a commitment to excellence and thrives in a dynamic and inclusive workplace. We believe in fostering a positive work environment founded on professionalism and integrity, where open communication and continuous learning are encouraged. If you appreciate teamwork, value diversity, and are committed to the highest workplace standards, Saxo Dubai is the perfect place for you. Here, you can build a rewarding career, grow both personally and professionally, and enjoy a work-life balance that is rarely found elsewhere.

About The Role

This will be a combined role where the incumbent will be responsible for the whole local client experience in Journey 3 (Onboarding) and Journey 8 (Client Renewals), both digital and non-digital and is reporting to the Local Head of Mission Control.

Responsibilities

Journey 3 (Onboarding)

1. Single point of contact, communication and information sharing global to local and local to global for Journey 3.
2. Full oversight and responsibility for enhancing digital and non-digital local Journey 3 client experience applying local knowledge and market practices, competitor insights through mystery shopping of own experience vs. competitors.
3. Identify, prioritize and execute on client journey enhancements both implementing global roll outs and tasks and locally identified enhancements.
4. 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.
5. Assist as local PM/coordinator to bridge potential gaps between global IA/Compliance recommendations and local requirements/local knowledge around AML/KYC practices.
6. 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.
7. 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.
8. Provide input, contribute and sign off business requirements, UAT and translations for local flows when changes are implemented.
9. Keep up to date and apply automated processing, system capabilities and AI to produce “ready for development” business requirements.
10. Ensure that all client communication/content is 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.
11. 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.
12. Present qualified ideas for improvement at OB/ODD forum.
13. Use global/local Acquisition call for escalations.
14. Actively collaborate with Institutional & Other Local Journey Owners to ensure nothing drops between chairs.

Journey 8 (Client Renewals)

1. Single point of contact for communication and information sharing global to local and local to global for Journey 8.
2. Identify, prioritize and execute on client journey enhancements both implementing global roll outs and tasks and locally identified enhancements.
3. Provide input, contribute and sign off business requirements, UAT and translations for local flows when changes are implemented.
4. Present qualified ideas for improvement and escalations in global/local ODD call.
5. 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.
6. Actively collaborate with Institutional & Other Local Journey Owners to ensure nothing drops between chairs.
7. 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.
8. 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.
9. Keep up to date and apply automated processing, system capabilities and AI to produce “ready for development” business requirements.
10. 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.
11. 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.
12. Compliance related work.
13. 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.
14. Assist as local PM/coordinator to bridge potential gaps between global IA/Compliance recommendations and local requirements/local knowledge around AML/KYC practices.

We get curious people invested in the world

When you work at Saxo, you become a Saxonian and part of a purpose-driven organisation, where good ideas are always taken seriously, and where you can make a true impact. We are invested in your development, and you can expect a robust career from day one when you join Saxo – no matter which role you take on.

You will join 2,500 other ambitious colleagues across 15 countries and become part of an international organisation. Working in Saxo, you will get to meet colleagues from many different cultures and backgrounds, and you should know that we value diversity and inclusion and see it as a genuine source of strength to drive growth, foster innovation and position us for long-term success.

We encourage an open feedback culture and supportive team environments enabling employees to grow and fulfil their career aspirations.

When you bring passion, curiosity, drive and team spirit, your learning journey will be dynamic and your career opportunities in Saxo will be immense.

At Saxo we don’t just offer a job – we offer an opportunity to invest in your future!

How to apply:

Click here to create an account and upload your resume and a short motivation. We look forward to getting to know you better!

Welcome to Saxo Bank

About Saxo Bank

Support our purpose

We believe access to global capital markets is not only for the privileged few. Our vision is to enable people to fulfill their financial aspirations to make an impact. That’s why we use the power of technology to deliver clients what they need, when they need it in a user-friendly and personalised experience. We aim to deliver the world’s most user-friendly and personalized trading and investment platform experience, which gives our clients exactly what they need to make more informed investment decisions.

Be part of a unique journey

Do you want to work for an extremely ambitious organisation at the cutting edge of banking and technology? You’ll be joining a company that:

• Continuously strives to improve the Saxo Experience and exceed our clients’ expectations.
• Always invests in the future.
• Builds unrivalled platforms for seasoned and experienced investors and wholesale clients that provide real-time access to global capital markets.
• Consistently wins the highest accolades for our platforms, products and services.

Own your future

So, if you’re up for the challenge of breaking down barriers in global financial markets, we’re always looking for ambitious and enthusiastic people who share our passion for clients, technology and innovation and can bring new perspectives to our diverse team.

For more on our story, culture and identity, please read the Saxo Bank Foundation, written by our CEO and founder Kim Fournais.