Head of Client Servicing

HEAD OF CLIENT SERVICING – INTERNATIONAL ALTERNATIVE ASSET MANAGER – NT715

Greenfield has exclusively been mandated to work with a listed international alternative asset manager with close to 800 employees worldwide. The Group operates across private debt, private equity, capital markets strategies and real assets, serving an increasingly international base of institutional investors, family offices and sophisticated private wealth clients.

Based in Luxembourg, this appointment will lead the global Client Servicing organisation across its institutional, international and broader distribution activities. The remit extends well beyond Luxembourg, with teams and stakeholders located across Europe and selected international markets. The role will work closely with Senior Management, Sales, Compliance, Legal, Operations, IT, investment teams and external service providers.

Our client is entering a further phase of internationalisation, product expansion and increasing investor volumes, including the development of more retail and semi-liquid investment solutions. The successful individual will be expected to further streamline and scale the Client Servicing model, improve the quality and anticipation of client service, and define how technology, automation and AI can support the next phase of growth.

The role requires a senior leader who can combine strategic vision with practical execution. The environment is entrepreneurial, fast-moving and strongly business-led: the successful candidate must be comfortable taking accountability in complex situations, challenging existing ways of working and remaining personally involved when necessary.

THE MANDATE:

Global Client Servicing Leadership

• Provide strategic direction for the global Client Servicing function and define its next stage of development.
• Lead a geographically dispersed organisation across institutional, international and broader client distribution segments, creating consistent standards while respecting local requirements.
• Monitor client satisfaction, service quality and industry developments, and translate these into practical priorities, operating standards and improvement initiatives.
• Act as a senior escalation point for significant client matters and keep Senior Management appropriately informed of critical issues, risks and priorities.
• Build an active external network with peers and market participants to benchmark best practice and identify new approaches that can strengthen the function.

Investor Onboarding, AML/KYC & Complex Client Situations

• Take senior ownership of the onboarding and periodic recertification of institutional and sophisticated investors across the international fund platform.
• Provide leadership on complex AML/KYC and investor-acceptance situations, including unusual ownership structures, trusts, PEP-related matters and other technically sophisticated LP arrangements.
• Work closely with transfer agents, administrators, banks, Compliance and Legal to resolve issues, negotiate practical solutions and balance commercial timelines with regulatory requirements.
• Challenge service providers constructively where required and ensure accountability for progressing difficult onboarding cases to an appropriate conclusion.
• Ensure subscription documentation, side-letter obligations and other client-specific requirements are correctly reflected in the onboarding and servicing process.

Client Relationships & Service Excellence

• Own senior-level communication with clients in complex, sensitive or high-pressure situations, including service recovery, unusual requests and escalation management.
• Ensure client expectations are managed clearly and that requests are handled with appropriate speed, accuracy and ownership.
• Develop a more proactive servicing culture capable of anticipating investor needs rather than operating primarily in response mode.
• Strengthen connectivity with investment and commercial teams so that Client Servicing understands fund developments, client priorities and upcoming activity early enough to prepare effectively.

Scalability, Technology & Future Operating Model

• Define the Client Servicing transformation and technology roadmap in partnership with IT and relevant operational stakeholders.
• Identify opportunities to industrialise and automate manual activity, including the effective use of AI, while preserving a high-quality client experience.
• Coordinate improvements to client-facing and operational tools, including investor portals, digital KYC solutions, reporting and transfer-agent workflows.
• Ensure technology initiatives are driven by an end-to-end view of the function and avoid fragmented or overly loc