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 Services Manager (M/F)
Working environment and advantages of the position :
The Client Services Management team is part of the global Client Development team responsible for all client management related activities (ie sales, market specialist and client satisfaction) for the Securities Services business. Within this team, the Client Services Managers oversee the service delivery with an overall responsibility to ensure an optimised client experience.
The global Client Services Management team has the mission to implement a global service model and to ensure a consistent top-quality client experience worldwide. This team includes each local Client Services team and the Central team managing global tools and processes to facilitate their overall mission. The global Client Services team is responsible for service delivery oversight, client satisfaction, client communication, as well as managing relationships with the third party asset managers serving the business’ asset owner clients.
Oversight of client satisfaction includes monitoring that the services delivered are aligned with the service level agreements, managing regular client service reviews to ensure ongoing fulfilment of client expectations and working across the organisation to address any issues or queries escalated by the client. In addition, the Client Services Managers monitor the touch points of the client across the entire organisation to ensure that the client experience with BNP Paribas is optimised, always with a client focus approach.
Given the global nature of the business and clients, the Client Services Managers are expected to work jointly with all teams servicing the clients and also overseeing their activities across all locations.
The Client Service Manager is responsible for ensuring overall satisfaction of their assigned client(s) across the full scope of services delivered by BNP Paribas Securities Services locally or globally.
The Client Service Manager pilots the client experience to achieve a desired level of service across the entire organisation. By understanding the client business and service expectations, the Client Service Manager translates this into service delivery requirements for each team responsible for the service delivery. The Client Service Manager ensures that all client touch-points across BNP Paribas Securities Services are optimised by ensuring each contact person understands the big picture of the client, what the client values and how each person’s role in impacts the client experience. The Client Service Manager should guide everyone to look at services from the clients’ point of view and empower everyone involved directly or indirectly with the client to take the actions required to ensure the best possible client experience.
The Client Service Manager also leads service reviews with the client. The aim is for the Client Service Manager to assess the on-going satisfaction of the client with the service delivered, to identify and to oversee actions to ensure continuous improvement of the client satisfaction.
The Client Service Manager should be seen as a “champion” of client focus and the optimal client experience leveraging the “Uplifting Service” principles.
University degree or equivalent in accounting, banking, business administration
Minimum of 15 years’ experience in the Fund Industry: Fund Administration / Transfer Agency / Fund Dealing Services / Custody / Private Capital
Successful experience in client relationship management
Communication skills - oral & written
Personal Impact / ability to influence
Attention to detail / rigor
Transversal Skills :
Ability to understand, explain and support change
Ability to anticipate business / strategic evolution
Ability to develop others & improve their skills
Ability to develop and leverage networks
Any other language (French, Italian, German, Luxembourgish, Spanish, etc…) would be an advantage