Client Services Team Leader Native level of English
BNP Paribas Securities Services
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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)

Permanent Contract

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 :

Education :

University degree orequivalent in accounting, banking, business administration

ProfessionalExperience :

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

BehaviouralSkills :

Communication skills - oral& written

Decision Making

Personal Impact / abilityto influence

Attention to detail / rigor

TransversalSkills :

Ability to understand,explain and support change

Ability to anticipatebusiness / strategic evolution

Ability to develop others& improve their skills

Ability to develop andleverage networks

LanguageSkills :

Native level of English;French is an asset; any other language (Italian, German, Spanish, etc )would be an advantage

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