BNP Paribas Securities Services, a subsidiary of the BNP Paribas group, is one of Europe's leading providers of custody services for securities.
The Luxembourg branch plays a major part in its operations, offering clients high value-added services extending from custody to securities lending, fund administration, performance measurement and ratings, and bond issuance services.
We are currently looking for a :
Client Account Manager Fund Administration (M / F)
Your Mission :
Ensure customer satisfaction by being the preferred point of entry for all customers and cover customer demands linked to the daily production of BP2S Luxembourg.
Aim to respond quickly and concisely to the client;
Keep an action log in order to file all the open subjects to ensure proper monitoring of customer requests. Answering all demands or following the requests to be given by the Fund Accountant or any other Fund Admin (FA) Team and doing what is necessary for the response to be given to the customer in an acceptable time.
Informing the client of the
status of his request. Treating / making process requests within the deadlines set out in the SLA. Providing quality responses in terms of content (control information transmitted) and editorial terms ;
Ensure knowledge of specific customers by informing the FA teams of any changes to take into account to provide the best service to the customer ;
Ensure bottom up information to the management regarding any customer complaints received. Informing the Management of any highlight on customer relationship from its identification.
Preparing a dashboard (Key Performance Indicators) to evaluate the quality of service rendered by BP2S and presenting this analysis to management on a regular basis (at least monthly).
Objective : To anticipate customer feedback. If the situation has worsened since the last review, propose an action plan to find a good level of benefits faster ;
Ensure bottom up information to Client Dev informing the Relationship Manager (RM) of any customer complaint received. Informing the RM of any highlight in the customer relationship as from its identification.
Participate in quality reviews by organizing regular FA CAM meetings, and performing regular reviews with the RM in charge of the client relationship.
Participating if necessary to quality review meetings with the client.
Professional experience :
Knowledge of the fund industry.
Key strengths :
Client Focus oriented
Team spirit, availability, flexibility
Good communication skills
Sense of organization, priority, analyse, planning & methodology
Technical skills : Word, Excel, Powerpoint
Language skills :
Excellent written and oral English / French and German skills are mandatory.