Client Service Manager (h/f)
BNP Paribas
Luxembourg
il y a 10j

BNP Paribas Securities Services - Luxembourg Branch ranks amongst the top providers of Fund Services in Luxembourg.

The BNP Paribas Group is one of the largest financial institutions in the Grand-Duchy of Luxembourg and the Securities Services team provides a wide range of asset-

servicing solutions to institutional investors including global custody, transfer agency, fund accounting and performance measurement, together with global securities lending and dedicated cash management services.

BNP Paribas Securities Services - Luxembourg Branch has an immediate opening for an experienced professional according to the following profile

Client Service Manager (m / f)

Permanent Contract

The Client Service Manager s (CSM) prime responsibility is to be in charge of

  • Proactive operational service delivery in accordance with SLA through KPIs centralisation and Service Review preparation
  • Active management of operational service quality through animation of client account managers, monitoring of issue / action log and resolution of service issues
  • Effective client communication and perception monitoring in liaison with Relationship Managers and Client Account Managers
  • Other specific functions include but are not limited to the following :

  • Managing governance of client meetings related to service delivery in the context of the agreed SLA, including responsiveness on actions / follow-ups
  • Responsible for client communication and client reporting related to transversal service delivery in the context of the agreed SLA, ensuring consistency pro-
  • activity across the business

  • Publishing KPIs and KRIs related to the client activity, to discuss them with the client and internally
  • Producing internal reporting against delivery standards.
  • Monitoring the client’s perception of service - provide feedback internally and influence positively with the client at all times
  • Ensuring that all complaints, disputes and errors raised by the client or escalated by the Client Account Managers are resolved satisfactorily.
  • This includes liaising with the Operational Risk Analyst (ORA) to determine whether complaint should be logged as such in the ORA database.

  • Be responsible for leading the Client Account Manager Network and coordinating the action of each of them.
  • Monitoring and managing the quality of contracted service delivery within defined SLA terms including pro-active monitoring of the action plan related to service delivery for the client.
  • Second escalation contact for clients in respect of operational service delivery issues (first escalation contact being the Client Account Management)
  • Resolving or readdressing to Client Account Managers where appropriate, all operational issues, queries, errors etc raised by the client.
  • This includes timely escalation to Operational Management of issues requiring intervention to ensure that commitments to clients are met.

  • Ensuring the preparation and review of SLAs.
  • Working alongside the Relationship Manager team and the Client Account Management teams to deliver a consistent and professional image of our service.
  • Participating in the Commercial effort and Client Communication effort of the Client Development team, bringing in the technical knowledge of the client
  • Profile

  • University degree or equivalent in accounting, banking, business administration
  • Minimum of 5 years experience in the Fund Industry : Fund Administration / Transfer Agency / Fund Dealing Services / Custody
  • Successful experience in client relationship management
  • Strong relationship skills, communication aptitudes and client-driven
  • Excellent organisational and coordination skills
  • Autonomy, displaying initiative and good team spirit
  • Fluent French and English; any other language (German, Italian, Spanish, etc ) would be an advantage
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