Transformation Program Manager, Client Life Cycle Intelligent & Care

  • Competitive
  • Hong Kong Hong Kong Hong Kong HK
  • CDI, Plein-temps
  • Societe Generale
  • 20 mai 18 2018-05-20

Transformation Program Manager, Client Life Cycle Intelligent & Care


Societe Generale is one of the leading financial services groups in Europe. Based on a diversified and integrated banking model, the Group combines financial solidity and a strategy of sustainable growth.

Primary Objectives

Client Lifecycle Intelligence & Care (CLIC) is part of the Cross-Business Client Management Division for Global Banking and Investor Solutions (GBIS). Its mission is to ensure a simple-track and distinctive client journey, both on clients' and on employees' side, with a continuous commitment all along our clients' lifecycle.

The CLIC APAC Transformation program aims at the adaptation and upscale of CLIC APAC organisation, processes and tools to the current and target CLIC environment.

The CLIC department is responsible for

  • Protecting the bank by being the only department of GBIS in charge of the application of GBIS KYC Policy
  • Performing the KYC validation for all the customers, whether it is a new relationship or an existing relationship
  • Making the regulatory categorisation of the customers (FATCA / CRS)
  • Ensuring ethical and corporate compliance
Its main challenges are
  • To constantly adapt to the new regulatory requests
  • To optimise processes via global projects or local initiatives
  • To develop the expertise and support the innovations
  • To secure the production for onboarding and periodic KYC reviews
CLIC APAC Transformation program should cover the following topics
  • Regulatory transformation (in collaboration with Ops Regulatory Group)
  • Policies & Procedures transformation (in collaboration with Compliance)
  • Client / Counterparty and Business relationship management (focus on CLIC) (in collaboration with business lines - Global Markets, Global Finance, Financial Institutions Group, Coverage & Investment Banking, Global Transaction & Payments Services)
  • CLIC organization and operating model
  • CLIC processes and tools implementation (from quick-win to sustainable, globally embedded solutions)
  • People and how to accompany them throughout the transformation
CLIC APAC Transformation should be aligned with global transformation of organization, processes and tools, but to be implemented based on APAC own target vision and priorities.

The Transformation Program manager oversees CLIC APAC Transformation Program and in charge of the Transformation team (currently 4 PMs), delivering APAC projects under the program.


Main Responsibilities and Accountabilities

The CLIC APAC Transformation program manager should
  • Deliver CLIC KYC APAC Transformation roadmap
  • Be responsible for coordinating strategic projects, defining the appropriate methodology and governance and ensure deliveries are made on time and within the budget allocated
  • Assess the best balance between client satisfaction, operational risk, value creation, and timeline to propose adequate solution
  • Engage management, key stakeholders and SMEs on project deliverables - carefully plan availability in high pressure production environment
  • Coordinate with the Global Project Team in Paris to ensure that regional project is in line and in sync with the global roadmap and strategy
  • Coordinate with other projects (regional / global) to ensure global consistency
  • Identify areas where end-to-end processes can be streamlined, standardised or automated
  • Report to management and key stakeholders the progress on the program as well as potential issues / decisions needed
  • Provide visibility to middle-managers and SMEs on program progress and their contribution on various project initiatives. Carefully plan change management
  • Setup project management team within CLIC KYC APAC and accompany ITEC on the setup of their team to deliver projects
  • Setup project team knowledge sharing sessions (presentations for team meetings etc.) and continuous improvement (constant effort of mutualisation, standardization, automation of team day-to-day tasks)


Key Skill Areas & Knowledge Required

Result Orientation
  • Rigour
  • Ability to raise relevant alert to sponsor and management
  • Understanding of project stakes
  • Able to work in high pressure environment
Client Orientation
  • Autonomy
  • Pro-activity and proposition-making mindset
  • Ability to understand the big picture of initiatives in his/her portfolio
Change Management
  • Curiosity and critical sense
  • Negotiation and Leadership skills
  • Good oral and written communication
Project Management
  • Mastering of all the different steps of a project cycle from scoping to execution phase
  • Ability to find the consensus with all stakeholders when necessary
  • Strong coordination skills and capacity to drive several and different contributors and stakeholders
  • Ability to onboard people on a project and to keep the momentum during all the phases of the project
  • Capacity to identify project risks and to identify mitigation action to deliver on time
  • Ability to adapt communication to different level of interlocutors

  • Good interpersonal skills
  • Ability to stay tuned to Global Client Lifecycle Management and Regional Management, Business lines and Compliance requirements

Technical Skills
  • Strong analytical skills
  • Sound business knowledge of Global market and financing activities and product
  • Basic knowledge of AML, Compliance and/or regulatory requirements is a plus
  • Basic knowledge of client relationship management is a plus

Behavioural Competency Required
  • Demonstrate strong cooperation and team spirit capability to work efficiently with all departments
  • Result-driven behaviour to ensure assigned goals are achieved on time with optimal use of allocated resources
  • Ensure internal client requirements are properly addressed and client satisfaction on service offer is monitored


  • Graduate degree in finance, business administration, economics or computer science
  • Min 5 years as project manager, on large scale projects
  • Experience as regional project manager would be a plus
  • Experience as program manager would be a plus
  • Six Sigma Green Belt certification with several projects experiences or Black Belt certification is a plus
  • Other project certifications (PMP, PRINCE etc.) are also a plus