Head of Onboarding & Client Renewals Experience/デンマークに本社を構えるオンライン証券の求人

The Local Journey Owner is responsible for the entire local client experience across Journey 3 and Journey 8, both digital and non-digital, and reports to the Local Head of Mission Control.

Responsibilities
Onboarding Experience (Journey Owner 3)
Facilitate fast and intuitive account opening with Saxo, ensuring a seamless onboarding experience.
Develop strategies to convert leads to approved clients quickly and cost-effectively, while maintaining compliance.
Increase lead-to-client conversion rates by identifying and addressing local bottlenecks and challenges.
oPrioritise solutions for bottlenecks, such as feedback loop reduction, eID solutions, and risk framework adjustments.
oTrack and optimise conversion improvements continuously.
Implement and maintain secure identity creation, use, and recovery processes, including digital signing of legal terms.

Client Renewal Experience (Journey Owner 8)
Ensure a client-friendly renewal process for On-going Due Diligence (ODD).
Facilitate the updating of personal information by requiring only essential documentation, with previously provided information prefilled to streamline the process.
Improve total turnaround time for ODD by achieving ""first time right"" outcomes and minimising feedback loops.
Provide commercial offers or relevant information to clients who hesitate to renew their information or consider leaving Saxo, aiding their decision to continue.

Common Responsibilities
Identify, prioritise, and execute on client journey enhancements, implementing both global rollouts and locally identified improvements.
Provide input, contribute, and sign off on business requirements, UAT, and translations for local flows when changes are implemented.
Present qualified ideas for improvement and escalations in global/local forums.
Run local optimisation meetings and maintain a prioritised list of initiatives to work on with HQ and other stakeholders. Ensure alignment of local priorities with global capacity by proactively coordinating with global journey owners and communicating with HQ.
Actively collaborate with Institutional and other Local Journey Owners to ensure seamless integration and prevent any gaps.
Stay up to date and proactively work with various conversion rates and data points in the journey, such as Lead Quality, Drop-Off, STP, FBL, and SLAs. Utilise insights from dashboards based on DCF and CRM data to ensure tangible actions and tasks are executed based on analysis and learnings.
Ensure all client communication/content in always-on and ad-hoc flows is client-friendly, up to date, and aligned with local standards and requirements. Continuously improve based on client feedback and other relevant information.

Requirements
Proven experience in project management and coordination, with a focus on client experience enhancement.
Strong analytical skills with the ability to interpret data and apply insights to improve processes.
Excellent communication skills, both written and verbal in English, with the ability to liaise effectively between global and local teams.
Familiarity with AML/KYC practices and compliance requirements.
Ability to work collaboratively across teams and manage multiple priorities.
Proficiency in using dashboards and CRM systems to monitor and optimise client journeys.
Innovative mindset with a proactive approach to problem-solving and process improvement.
Bachelor’s degree in Business, Marketing, Finance, or related field preferred.
Japan Securities Dealers Association (JSDA), Sales Representative Level 1, 2 certifications will be a big plus

デンマークに本社を構えるオンライン銀行の子会社