BNP Paribas Securities Services - LuxembourgBranch ranks amongst the top providers of Fund Services in Luxembourg.
The BNP Paribas Group is one of the largestfinancial institutions in the Grand-Duchy of Luxembourg and the SecuritiesServices team provides a wide range of asset-servicing solutions toinstitutional investors including global custody, transfer agency, fundaccounting and performance measurement, together with global securities lendingand dedicated cash management services.
BNP Paribas Securities Services - LuxembourgBranch has an immediate opening for an experienced professional according tothe following profile
Client Services Team Leader (m / f)
Working environment :
The Client ServiceManager s (CSM) prime responsibility is to be in charge of
Proactive operational service delivery inaccordance with SLA through KPIs centralisation and Service Review preparation
Active management of operational service qualitythrough animation of client account managers, monitoring of issue / action logand resolution of service issues
Effective client communication and perceptionmonitoring in liaison with Relationship Managers and Client Account Managers
Your mission :
Other specific functionsinclude but are not limited to the following :
Managing governance of client meetings relatedto service delivery in the context of the agreed SLA, including responsivenesson actions / follow-ups
Responsible for client communication and clientreporting related to transversal service delivery in the context of the agreedSLA, ensuring consistency pro-activity across the business
Publishing KPIs and KRIs related to the clientactivity, to discuss them with the client and internally
Producing internal reporting against deliverystandards.
Monitoring the client’s perception of service -provide feedback internally and influence positively with the client at alltimes
Ensuring that all complaints, disputes anderrors raised by the client or escalated by the Client Account Managers areresolved satisfactorily.
This includes liaising with the Operational RiskAnalyst (ORA) to determine whether complaint should be logged as such in theORA database.
Be responsible for leading the Client AccountManager Network and coordinating the action of each of them.
Managea team of 5 people :
Identifyand share actions to improve individual and collective performance
Managethe incident to reduce to its maximum the impact on clients
Yourprofile : Education :
University degree orequivalent in accounting, banking, business administration
Minimum of 15 years’experience in the Fund Industry : Fund Administration / Transfer Agency / FundDealing Services / Custody / Private Capital
Successful experiencein client relationship management
Successful experiencein a managerial role
Communication skills - oral& written
Personal Impact / abilityto influence
Attention to detail / rigor
Ability to understand,explain and support change
Ability to anticipatebusiness / strategic evolution
Ability to develop others& improve their skills
Ability to develop andleverage networks
Native level of English;French is an asset; any other language (Italian, German, Spanish, etc )would be an advantage