Head of Client Service Delivery Management

**Responsibilities and duties**:
The Client Service Delivery Management team (“CSDM” team) is a key role within EFA and with EFA’s clients. The CSDM represents EFA with the client and represents the client within EFA. It is essential that the CSDM builds a trustworthy relationship with his/her clients for the clients to know that any topic that they have addressed to the CSDM will be taken care of and followed up.

Working alongside the Sales Team, Client Relationship Managers and the Client Service Delivery Support (“CSDS”) Team, the CSDM team is responsible for customer relations and service delivery from when the client is onboarded throughout the lifecycle of the clients’ products in EFA. The CSDM is acting as key contact after onboarding for queries, support, issues escalation, and ensuring the smooth running of the Clients’ accounts on a daily basis. The commercial aspects of the relationship remain with the Client Relationship Managers, apart from existing client additional product/service onboarding.

**Main activities**:

- Provides leadership, support and supervision to the CSDMs and operational delivery teams; inspire, motivate and mentor.
- Responsibility of key clients.
- Similarly, assist, support and provide guidance to operational teams in dealing with clients as and when required.
- Ensure optimal coordination and communication between different departments and the clients (facilitate communication between experts with the client and within EFA).
- Centralise with the CSDS client requests for system enhancements, additional services or reporting improvements, coordinate the detailed analysis of such requests and follow where relevant the implementation of administrative and/or technical solutions.
- Hold regular meetings with clients in order to ensure qualitative follow-up of our services, review activity reports with clients and ensure follow up of actions.
- Participate to clients’ board meetings to discuss specific KPIs or ad hoc items requested by the boards
- Participate in projects regarding EFA’s clients.
- Responsible with CSDS for complaints, escalations logging and internal dispatching, and review.
- Participate in implementing corrective actions when relevant and provide feedback to the client.

**Your profile**:

- Proven track record in team management in a multicultural environment.
- University degree or proven experience in a Fund Administration service/support/relationship management department with good understanding of funds’ operations.
- Solid experience gained in reputable banks or financial services organisations in an asset servicing role with knowledge of institutional clients.
- High level diplomatic skills with a hands-on approach.
- Positive “can do” attitude.
- Operational knowledge.
- Knowledge of Private Assets administration characteristics is a plus.
- The understanding of bank and fund management operations is a plus.
- Highly developed analytical ability, ability to lead initiatives, openness, flexibility and adaptability to an international environment, a true service-minded attitude, with an ability to build and keep relationships for the long term.
- Fluency in English, German and French being strong assets.

**We can offer you**:

- Varied work as part of a dynamic and ambitious company that has been established in the Grand Duchy of Luxembourg for 25 years ;
- An attractive remuneration scheme: Company Agreement, 34.5 days’ leave, meal vouchers, life and disability insurance, supplementary pension scheme, interest subsidies, a Sympass card, offices located close to the Luxembourg Central Station, etc.