Head of Onboarding & Client Renewals Experience

About The Company Saxo Bank Securities Ltd, Japan (“SBS”) is a licensed subsidiary of Saxo Bank A/S in Denmark and has operated in Japan since 2007. We provide access to global markets for our local customers and serve as a gateway to Japan markets for our global customers. Saxo enables individual and institutional clients to trade more than 40,000 instruments globally from one single margin account and provides institutional clients such as banks and fintech with Open Banking solutions from multi-asset execution, prime brokerage services to trading technologies. About The Role The Local Journey Owner is responsible for the entire local client experience across Onboarding Experience and Client Renewal Experience, 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.

  • Prioritise solutions for bottlenecks, such as feedback loop reduction, eID solutions, and risk framework adjustments.

  • Track 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.

• Ensure local journeys/flows are always up to date with global AML/Compliance guidelines and requirements, as well as local AML/Compliance, in close collaboration with local Compliance and relevant HQ stakeholders.

• Assist as a local PM/coordinator to bridge potential gaps between global IA/Compliance recommendations and local requirements/local knowledge around AML/KYC practices.

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

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!