Client Services Manager (M/F)

March 21, 2024

Client Services Manager (M/F)

ReferenceFVS CSM 01

  • Standard / Permanent
  • Luxembourg
  • CUSTOMER RELATIONSHIP MANAGEMENT
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The Securities Services business of BNP Paribas is one of Europe’s leading providers of custody services for securities.

The Luxembourg branch plays a major part in its operations, offering clients high value-added services extending from custody to securities lending, fund administration, performance measurement and ratings, and bond issuance services.

We are currently looking for a:

Client Services Manager (M/F)

Permanent Contract

Your mission:

The Client Service Manager‘s (CSM) prime responsibility is to :

Actively manage and develop the relationship of an assigned client base

Maintain existing revenue and improve direct contribution

Manage the organic development of the account, e.g. new fund launches and service expansion with Client Vision (CRM tool) update in terms of revenues

Full ownership of KYC/AML documentation for all clients under management

Negotiate the agreements with the support of the legal team

Participate to the Board meetings of the funds

Follow the credit lines requests

Define and update Client relationship governance with Client Lines heads or local liaisons and the Global Relationship Managers

Plan and organize regular Client meetings and visits with detailed agendas and call memos in Client Vision

Actively identify cross selling opportunities and contribute to the Sales effort by identifying new business opportunities in or outside the Client base

Be the key contact for the Clients assigned in what concerns the overall relationship with BP2S (communication in and out)

Be in charge of proactive operational service delivery in accordance with SLA through KPI’s centralization and Service Review preparation

Actively manage the operational service quality through animation of client account managers, monitoring of issue / action log and resolution of service issues

Manage governance of client meetings related to service delivery in the context of the agreed SLA, including responsiveness on actions / follow-ups

Be responsible for client communication and client reporting related to transversal service delivery in the context of the agreed SLA, ensuring consistency – pro-activity across the business

Monitor the client’s perception of service – provide feedback internally and influence positively with the client at all times

Ensure that all complaints, disputes and errors raised by the client or escalated by the Client Account Managers are resolved satisfactorily. This includes liaising with the Operational Risk Analyst (ORA) to determine whether complaint should be logged as such in the ORA database

Your profile:

Education:

University degree or equivalent in accounting, banking, business administration

Professional Experience:

Minimum of 10 years’ experience in the Fund Industry 

Successful experience in client relationship management

Behavioural Skills:

Communication skills – oral & written

Client focused

Decision Making

Personal Impact / ability to influence

Attention to detail / rigor

Transversal Skills :

Ability to understand, explain and support change

Ability to anticipate business / strategic evolution

Ability to develop others & improve their skills

Ability to develop and leverage networks

Language Skills:

Native level of English

Any other language (French, German, Luxembourgish, Spanish, …) would be an advantage

Language Skills:

English Fluent

Any other language (French, Italian, German, Luxembourgish, Spanish, etc…) would be an advantage

During the finalization of the recruitment process, the preselected candidate will be asked to provide us an extract from his/her criminal record dated less than 3 months (record N°3 for Luxembourg), according to the dispositions of the law from July 23 2016 concerning the criminal record.

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