Client Service Manager

European Depositary Bank SA ("EDB") is part of the Apex Group. As an independent provider free from institutional influences we can deliver an agile and responsive cross-jurisdictional service in an ever-changing regulatory environment. Our powerful global infrastructure and breadth of technical experience enables us to provide market leading solutions tailored to benefit our clients. Our vision is to be the leading provider of Banking, Depositary and Custody services to Asset Managers, Family Offices, Institutional Investors and Corporates. Our company was founded in 1973 in Luxembourg. As a wholly owned subsidiary of Hamburg-based private bank M.
M.
Warburg & CO (AG & CO) KGaA, we made it possible for institutional investors to directly access the Luxembourg financial market. This makes us one of the most experienced depositaries for traditional and alternative investment structures in the Grand Duchy. In 2017 the bank was acquired by the Apex Group and renamed to the European Depositary Bank (EDB) in 2019. We currently hold fund and securitisation structures with a total value of $260 billion. This is mainly allocated to alternative investments, including real estate, private equity, private debt and renewable energies & infrastructure (as of March 31, 2024). For the avoidance of doubt we do not deal with retail clients. We neither offer any securities (bonds, shares, notes etc.) nor do we act on behalf of any other financial institution to offer such securities to any clients. Do you have experience of managing client relationships, the services they subscribe to, ensuring service excellence, and are you looking for a new opportunity in Luxembourg? Apex Group is seeking a flexible, full-time Client Service Manager, this role would report to the Head of CSM Luxembourg. The role comes with the opportunity to work in an attractive salary and benefits package. As a Client Service Manager, you will manage an assigned portfolio of clients and will be responsible for ensuring delivery of best-in-class service, supporting high levels of client satisfaction and building strong working relationships with key contacts within each client’s organisation. As a CSM, you must develop an excellent understanding of the client’s primary business, the products and services they receive from EDB, and collaborate with other EDB and Apex Group stakeholders to support a seamless client experience. You will also contribute to service improvements and support the modernisation of the client experience in line with the bank’s strategy. As a Client Service Manager, you can expect to:
• Maintain strong relationships with clients, ensuring their needs are met and expectations exceeded.
• Coordinate onboarding of new clients and ensure smooth transitions.
• Analyse client feedback and contribute to service improvements.
• Collaborate with internal departments (e.g. Onboarding, Finance, Depositary, Custody etc.) to resolve client issues.
• Support the Client Service team in monitoring client service activity, identifying recurring issues and proposing practical improvements.
• Work collaboratively with key stakeholders, internally/externally, to effectively resolve client issues/escalations.
• Analyse and interpret client data to identify trends, collaborating with other members of the Client Service team and broader Apex Group client facing units.
• Ensure timely and accurate documentation of client interactions and service activities
• Prepare or support the preparation of client reports, presentations and service reviews.
• Maintain compliance with internal policies and external regulations. This list is not exhaustive and the role may evolve over time, depending on changes in clientele and the bank’s goals and aspirations. To apply for this Client Service Manager role, you will need a business-related degree or comparable qualification. You will also require the following:
• Proficient in English business language skills, both written and oral, proficiency in German also welcomed
• 2-5 years of experience in client service or account management
• Strong interpersonal and communication skills
• Proficiency in Microsoft Office Suite, and reporting tools.
• Excellent organizational and multitasking abilities. Please note that a background check will be conducted as part of the hiring process once a job offer has been made. In accordance with the provisions of the Luxembourg law of 23 July 2016 amending the law of 29 March 2013, candidates may be required to provide an extract from their criminal record. This document, issued by the authorities, must not be older than three months. Such a document will be requested with the aim of carrying out a character check on candidates, bearing in mind the area of activity of our establishment and, more particularly, the tasks described in the

job description
. As a vital team member and in return for your expertise, inclusive approach and commitment, we'll provide a favourable salary and the chance to join a passionate and welcoming team. Benefits As a truly global business, we tailor benefits to each location to safeguard our people and respect local cultures and ways of working. Our people are our greatest asset, and we invest in talent development. Join our global network, and you will benefit from education support, sponsorship and in-house training programs. Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.