Head of Onboarding & Client Renewal Experience - Dubai

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)

• 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 (is that a known expression?) to better understand PROs and WINs (is that also a known expression?) 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

Journey 8 (Client Renewals)

• 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.
• Compliance related work
• 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

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.

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!