Client Service Manager Luxembourg, Vice President

Who we are looking for Our team is rapidly growing and we are seeking a Client Service/Client Change Manager to join the team. We are looking for a person who has excellent relationship and communication skills, able to work independently in order to manage client relationships but also assist in the onboarding of new business for existing and new clients. You will work with the Client in addressing all types of queries including also setting up new businesses by identifying the fund complexity, service partners and investor-related activities, and their interdependencies. The Client Service Manager will be responsible for monitoring the service quality levels and ensuring the core services are being provided with quality and on a timely manner. The team you will be joining is a part of CCO (Chief Commercial Office). State Street gives asset owners and managers access to the essential financial tools they need to deliver effective investment solutions. From core custody, accounting, fund administration and shareholder recordkeeping, to complete operations solutions and servicing for alternative assets like OTC derivatives, private equity and real estate, State Street tools help our clients make better investment choices and act on growth opportunities. Join us if making your mark in the financial services industry from day one is a challenge you are up for. Why this role is important to us You will be joining the Investment Services function that allows us to deliver a comprehensive, holistic approach to each client relationship — for asset managers and asset owners, insurance companies, and official institutions globally. It means our client-facing functions work together to bring the very best solutions and services the firm has to offer — across all of our locations, products, and capabilities. Join us if making your mark on the long-lasting client relationships we build is a challenge you are up for. What you will be responsible for As a Client Change Manager, you will:
- Develop and stay current with State Street strengths that differentiate us from the competition
- Maintain a high level understanding of all State Street products (including ETF) and services from complex back office outsourcing to bundled custody & fund accounting services
- develop, agree and lead customer account for State Street Bank Luxembourg's customers, working closely with other departments within Investment Services and the rest of State Street.
- Be accountable for product and service excellence, enabling the unified model that joins Client Service and Delivery around a common culture
- Act as first line of defense in service delivery issues
- Own the overall operating model framework and drive operating model improvements
- Track and coordinate fund lifecycle events (fund launches, class launches, mergers, etc)
- Execute key controls to ensure smooth and accurate execution of fund lifecycle events in line with various Service Level Agreements
- Participate in Change Requests to meet new business / customer requirements
- Monitor service quality levels (governance call, SLAs, errors tracking, etc..)
- Connect client with STT expertise on fund structures, regulatory, accounting and administration considerations, market operations and securities processing
- Engage appropriate parties for resolution
- Be primary escalation point for clients’ service issues. Secondary escalation for Transfer Agent related issues
- Review, cleanse and report on client KPIs
- Discuss KPI results and implications with client
- Connect client with STT expertise on fund structures, regulatory, accounting and administration considerations, market operations and securities processing
- Ensure incidents are logged in a timely manner and follow up on remedial actions
- Ensure AML/KYC tasks are duly performed about the customers to cover and that all legal documentation i.e. fees schedules and agreements, is duly signed and stored in the bank
- Act as Local Relationship Manager (where necessary)
- Own and Orchestrate the Client Relationship
- Look after Commercial & Legals
- Ensure regular reviews of service quality take place between the customer and the State Street customer service delivery team.
- Look after financial management
- Actively follow-up the invoicing of our clients to ensure receivables are duly collected
- Work in tandem with the Sales team and when necessary.
- Provide SME support for RFP projects and due diligence meetings What we value These skills will help you succeed in this role
- Excellent relationship and communication skills
- Strong organizational skills
- Able to work independently
- Able to work under pressure and to respect deadlines
- Ability to build and manage the client relationship and communicate effectively to key State Street stakeholders
- Proven ability to self-develop competencies and keep abreast of industry initiatives
- Team oriented and enthusiastic with a positive can do attitude
- Ability to lea