Client Services Manager PERE confirme
il y a 12 heures
Mission\: The CSM manages and coordinates services, ensureing a positive client experience. In his role, he leads relationships for a portfolio of clients covering custody/ depositary, fund administration and transfer agent business.
Tasks and responsibilities:
Coordination and facilitation of service relationship with internal stakeholder \:
Facilitates and coordinates the service relationship with other entities in the groupTakes full ownership of Client Service review meetingsLiaises with other internal departments to ensure effective communication to and from the clientDocuments and communicates meetings, communication, issues, etc. with other stakeholders within SGSSActs as escalation point for service issues that cannot be resolved within operationsWhere applicable, as a CSM only, acts as the RM, covering commercial aspects for certain clientsManagement of a portfolio of clients \:
Keeps the overview of client satisfaction and client issues, collect client surveysComments KPIs and monitors quality levels Communicates client expectation of quality to relevant areas within the organization and tracks and follows action plans where relevant Agrees service priories with the client Maintains, prioritizes and follows up client change requests Maintains and overviews client incidents, claims and related action plans Maintains SLA and Operational Memorandums with the clientEscalates overdrafts to the client Participates and contributes to various governance, service and operational meetings held with the clientEnsures accurate and professional reporting to the clients (KPI, Quality Chart, Board Reports, etc.)Ensures a smooth transition of the Client from the commercial and on boarding team to the day-to-day servicePasses commercial leads provided by the client to the RMCommunicates key changes/ documents in our model and/ or organizationOperational skills
Advanced level of French and English3 years minimum in the fund industry, ideally in a similar function covering AIFs or at least in the operationsGood knowledge of Alternative Investment Funds Managers Directive (AIFMD)Good transversal knowledge of all SGSS services and departmentsGood transversal knowledge of SGSS process and interaction between departmentKnowledge of project management methodologies and toolsGood written skills Good working use of Microsoft OfficeBehavioral skills
Good organizational skillsRigor Interpersonal skills Team spirit Flexibility Autonomy and proactivity Position submitted to MIFID 2-
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