IPB EMPLOYEE & CLIENT EXPERIENCE LEAD

Position Overview:
This position is for an IPB Employee & Client Experience Lead (Vice President) within AWM Finance & Business Management in India, supporting the International Private Bank. The ECX team delivers a first-class experience for IPB employees, clients, and prospects across all channels, partnering with stakeholders to continuously improve every interaction.

As the Employee & Client Experience Lead, you will drive key initiatives, manage and develop communications for senior leadership, and lead a team. The successful candidate will be energized about enhancing employee and client experiences, driving innovation, and fostering a culture of continuous improvement. You will partner with functional areas to execute business strategies in compliance with regulations, support senior management, and coordinate resources to achieve objectives.

Strong leadership, effective communication, and a focus on process automation and operational efficiency are essential for success in this role. You will be expected to identify and implement automation to boost efficiency and effectiveness.

Key Responsibilities:

• Team Leadership:
  Lead a team, providing clear direction, career development, and support, with a strong understanding of the team’s varied responsibilities. Oversee all activities, handle new requests, and ensure adequate holiday coverage within the team, while proactively proposing and implementing initiatives to improve efficiency and effectiveness.
• Technical and Digital Transformation Expertise:
  Apply skills in Tableau, Alteryx, Python, Excel, and digital tools to drive process automation, enhance client and employee experiences, and streamline operations. Familiarity with surveys and Qualtrics is a plus.
• Data Analysis and Reporting:
  Apply analytical skills to interpret datasets, independently conduct analyses, and produce key metrics and presentations for senior management, ensuring attention to detail and logical thought processes in reporting.
• Internal and External Communications:
  Deliver accurate, timely, and polished communications to both internal and external audiences. Maintain detailed and precise reporting and tracking, ensuring all communications and documentation meet high standards.
• Proactive Ownership:
  Ensure accuracy and timeliness in all deliverables, taking initiative in problem-solving and decision-making to drive project success.
• Strategic Support and Stakeholder Engagement:
  Collaborate with senior leaders to drive strategic priorities, effectively articulate complex data findings to diverse stakeholders, and engage with global stakeholders to address challenges and implement best practices.
• Process Improvement and Risk Management:
  Participate in initiatives to enhance business processes, identify and mitigate risks, and ensure operational integrity.
• Program and Stakeholder Management:
  Lead multiple projects with a focus on timely completion, building strong relationships with stakeholders and facilitating effective communication.

Required Qualifications, Skills, and Capabilities:

• Bachelor’s/Master’s degree with over 12 years of relevant experience, including client survey, employee/client relationship experience, or a related background.
• Proficient in Tableau, Alteryx, Python, and Advanced Excel for data manipulation, analysis, and survey design. Qualtrics experience, is a plus.
• Experience driving operational change and strategic initiatives in financial services. Led front-to-back transformation and AI-driven change to enhance processes and experiences.
• Proven leadership abilities with a track record of delivering results on time, capable of working independently and collaboratively.
• Polished English language skills and attention to detail. Strong communication skills with the ability to synthesize work into executive summaries and reports, effectively conveying complex information.
• Organized approach to controls and risk management, with a proactive attitude and ability to provide value-added support to business partners.
• Structured problem-solving skills with proficiency in detailed analytics and issue identification, enhancing reporting processes using BI tools.
• Strong business acumen and technical literacy, with the ability to collaborate effectively with senior stakeholders and understand market trends.
• Proven experience in business and project management, with excellent leadership, communication, and interpersonal skills, capable of thriving in a fast-paced, dynamic environment.
• Experience managing a team and providing direction, with an understanding of the unique tasks of supported teams.
• Experience working with development teams to ensure timely delivery of reporting platforms and dashboards.
• Skilled in identifying areas for process improvement and enhancing efficiencies through innovative solutions.
• Capable of working under minimal supervision and adapting to demanding environments, maintaining a detail-oriented and results-focused approach.
• Strong ability to articulate and demonstrate thoughtful rationale in design decisions, with an emphasis on detail-oriented and results-focused work.