Client Services Manager
il y a 2 semaines
Vos missions au quotidien:
Your role:
You will be part of the "Client Service Managers" team covering UCITS Funds, Insurance and corporates where you will be assigned a portfolio of clients.
You will front clients, entertaining the relationship on daily basis, acting as a key person accountable for the quality of the service rendered.
You will have, as well, a direct exposure to the SGSS Luxembourg senior management.Main responsibilities:
- Facilitates and coordinates the service relationship with other entities in the group
- Takes full ownership of Client Service reviews
- Keeps the overview of client satisfaction and client issues
- Agrees service priories with the client
- Liaises with other internal departments to ensure effective communication to and from the client
- Documents and communicates meetings, communication, issues, etc. with other stakeholders within SGSS
- Acts as escalation point for service issues that can not be resolved within operations
- Escalates overdrafts to the client
- Participates and contributes to various governance, service and operational meetings held with the client
- Ensures a smooth transition of the Client from the commercial and on boarding team to the day to day service
- Manages client's change and impact for clients and / or the bank
- Escalates overdrafts to the client
- Participates on client board meetings when requested
- Participates and contributes to various governance, service and operational meetings held with clients
- Maintains client information in the CRM system, ensuring completeness and accuracy
- Manage sales opportunities (business needs, qualification, tarification) with the help of ENG team and if needed sales team
- Negociate with client, specific business agreement
- Helps junior CSM whenever required
- Comments KPIs and monitors quality levels
- Communicates client expectation of quality to relevant areas within the organisation and tracks and follows action plans when required
- Maintains, prioritises and follows up on client change requests
- Maintains and overviews client incidents, claims and related action plans
- Maintains SLA and Operational Memorandums with the client
- Ensures accurate and professional reporting to the clients (KPI, Quality Chart, Board Reports)
Et si c'était vous ?:
- 5 years in the depositary and fund industry or investiment services
- Good understanding of financial products and legislation aspects
- High level of knowledge about operational flows and SGSS organization
- A first experience within an operational department (TA, FA, Depositary bank or IPA) strongly recommended
- MIFID II certification
Behavioural skills:
- Fluent in English, French. A good command of German would be an advantage
- Excellent written and verbal communication skills
- Client and solution orientated
- Teamwork skills
- Autonomy and proactivity
Plus qu'un poste, un tremplin:
Société Générale Luxembourg is a multi-category bank offering every employee the possibility to have several careers in a professional career path.
Pourquoi nous choisir ?:
We offer our employees a working environment adapted to the evolution of the business lines; this translates in two key words: remote working & agility (depending on the department).
Our unique geographical location in the heart of the City Centre and close to the Luxembourg City train station allows our employees to benefit from the advantages of a European capital.
"Building together, with our clients, a better and sustainable future through responsible and innovative financial solutions". Our CSR strategy is at the heart of our DNA and the Group wishes to position itself as one of the key players in the fight against climate change by supporting customers in their energy transition. In Luxembourg, our international environment offers us tremendous diversity within our teams, for which we guarantee equal opportunities. Our open-innovation lab #Leplateaulux, in connection with the Luxembourg innovation ecosystem, allows our employees to benefit from proximity with external start-ups and internal project developers.
Société Générale Securities Services (SGSS), the Securities business line of Société Générale Group, is one of the main Administration and Custody actors for mutual funds in Luxembourg.
liquidity management, compensation, depositary and conservation services, funds administration and asset servicing, transfer agent and issuer services.
Our Recruitment process:
- Nous sommes un
employeur garantissant l'égalité des chances et nous sommes fiers de faire de la diversité une force pour notre entreprise. Le groupe s'engage à reconnaître et à
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promouvoir tous les talents, quels que
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