Senior Client Account Manager TA H/F
Fab Careers
Luxembourg
il y a 12j

Mission

To be the dedicated point of contact for clients for all queries relating to the processes / functions TA business - guarantee that all queries are answered in proper and timely manner

  • answering client calls
  • answering client emails
  • answering requests coming from internal departments in relation with TA topics
  • answering management requests
  • To ensure that client queries are properly followed up and resolved, by taking clearly the ownership of client quality throughout TA
  • logging all received queries
  • analysing as far as possible each query, with the objective to answer without involving operational teams
  • taking the lead with adequate people to take corrective measures and preventive measures
  • to follow up the actions to make sure topics are tackle and clients are satisfied
  • to escalate when necessary if no suitable answers are given to existing problems
  • to escalate recurring problems
  • To guarantee client specific knowledge through producing and updating client factsheets
  • being responsible to update client fact sheet for new and existing clients
  • to amend client fact sheet where applicable
  • to detail in client fact sheet specific client setups to make sure information is centralized and made available to all teams
  • with the support of the client fact sheet, sharing the information through TA teams to make sure everybody is aware of specific processes / client expectations
  • To ensure a quality relationship with our clients
  • by answering in time or in case of problems, keeping the client and the management informed
  • by always staying polite and professional in oral / written communications
  • by never copying clients in internal exchanges, nor informing the client that their queries have been forwarded to other teams (intra / extra TA) & by never mentioning formally our warsaw teams
  • by logging any information related to dissatisfaction in order to take corrective measures afterwards
  • by making sure that issues raised by clients are managed, followed up and answered in a timely manner
  • To take the ownership of the client satisfaction on TA perimeter
  • To ensure comprehensive information flow to management and client development
  • by answering one liner open actions
  • by taking part to dry run and service reviews
  • by escalating to both management and client team any important topic - giving context, chronology, already taken actions and proposals for improvement
  • To actively participate in client teams, quality reviews and all other important meetings with clients
  • by not missing any important meetings or organizing the TA representation in case of absence
  • by preparing the meetings and having clear / complete / understandable updates on actions under responsibility
  • by connecting with internal teams / managers when needed to improve the services and answer client expectations
  • Make sure you are aware of all procedures in place for the team your are in; follow strictly the procedures and when it is not possible, make sure your management is duly and timely informed
  • Be proactive to ask your team manager for a training plan if you need it
  • Inform your management / ORC as per defined and communicated rules in case of incident detection
  • Be responsible to manage :
  • your system accesses (all the normal systems for your activity)
  • your holidays
  • planning the full year in the beginning of the year
  • making sure your plan 12 consecutive days
  • making sure you do not postpone more than 5 days to the coming year
  • to make sure your exos request is validated before leaving for holidays or day off
  • your working hours
  • respecting the bank guidelines in term of working hours
  • not doing overtime without prior formal approval from your managers
  • to inform proactively your management in case you go over 20hours in your POT
  • Profil

    Be responsible to manage :

  • your system accesses (all the normal systems for your activity)
  • your holidays
  • planning the full year in the beginning of the year
  • making sure your plan 12 consecutive days
  • making sure you do not postpone more than 5 days to the coming year
  • to make sure your exos request is validated before leaving for holidays or day off
  • your working hours
  • respecting the bank guidelines in term of working hours
  • not doing overtime without prior formal approval from your managers
  • to inform proactively your management in case you go over 20hours in your POT
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