Head of Client Servicing

**Your team**:

- The
- **Pictet Group** is one of the world’s leading independent wealth and asset managers. Founded in 1805 and headquartered in Geneva, Switzerland, the Group is represented in 30 offices in financial centres worldwide, currently employing over 4600 people. Pictet has been present in Luxembourg since 1989 where it employs over 600 people.**FundPartner Solutions** provides a full suite of fund administration and private label funds services. The global team of industry experts specialises in fund domiciliation, registration and governance, as well as risk compliance and investment management services.-
**Your role**:

- Managing the Client Servicing unit (comprising 14 people), which covers funds accounting and transfer agent related queries from our clients and business lines
- Prepare and lead monthly Client Servicing follow up meetings with internal clients (business lines) and external clients when applicable
- Drive the implementation of client servicing common tool (JIRA) between TA and FA and joint KPI’s
- Deploy analytics (Tableau Business Intelligence) and metrics to pilot the unit activities and measure quality and timeliness
- Position the unit as a single point of contact, with a professional client centric approach, and achieve the target first line response rate
- Being a driver of change and a source of proposals for the successful completion of various internal projects and/or projects arising from our client/investor requests
- Deliver investors supports along with the TA pool of the teams and shared services along with FA pool of the teams
- Developing a strong ‘client culture’ among the team. Coaching/mentoring the CSOs.
- Establishing the working procedures of the CSOs, covering client servicing, management of requests/incidents, resolution or allocation of incidents, follow-up, escalation and documentation of requests and their resolution
- Coordinating the activity within the CSO team, serve as escalation supervisor, ensuring that questions/issues are correctly allocated among CSOs and providing CSOs with the necessary support with complex cases or in the event of escalation: RFPs, due diligences, client presentations, and expert support requests, financial statements
- Ensuring the systematic and qualitative use of tools used to log and document requests and resolutions

**Your profile**:

- Master degree with an economic or financial focus.
- At least five years' experience in a management, project management or client support role.
- In-depth understanding of investment fund administration.
- Project management and change management experience.
- A keen sense of client service and a willingness to find appropriate solutions.
- Excellent command of French and English. Any other language would be a plus.
- A willingness to commit to the long term, working in a department that is constantly undergoing change.
- Resistant to stress, dynamic, rigorous and showing initiative when solving problems.
- An enquiring mind with the ability to grasp new things quickly

**Note**:

- We will not accept any CVs from agencies.-
Flexible and modern ways of working
- As a responsible and supportive employer, we promote the well-being of our employees through a set of flexible working arrangements, ranging from a work-from-home policy for eligible functions to opportunities for annualised part-time leave and extended parental leave.**Diversity & Inclusion**:
**_ Pictet is an equal opportunity employer and is committed to creating a diverse environment. We respect all individuals and seek their inclusion in the workplace._