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Securities Services - Client Service Manager - Vice President



Customer Service
Posted on Thursday, July 11, 2024

Job Description

Job Summary

The Client Service Manager, based in Luxembourg, acts as a single point of contact, escalation and advocate for all of our client’s servicing requirements. It will require working in partnership with internal partners and clients, ensuring agreed service levels are met and future needs understood. Our mission is to provide a world-class service experience at every client touch point and achieve quality leadership in the industry through measureable and proven service performance.

The clients will typically also be serviced by other products within Securities Services such as Global Custody, Securities Lending, Company Secretary, and Depository, all of which fall within scope of the role.

The role will focus the growing demand for data related services and delivering optimal joint operating models with our clients, solutioning and delivering seamless end-to-end client experience. You will own a portfolio of operating models and the delivery of in-depth reviews.

This is a client focused role requiring a broad coverage across a wide range of services and issues, and will require a high level of responsiveness and focus on the client experience in order to support business growth

Job Responsibilities

  • Managing a portfolio of high growth/complex/strategically important clients within the Securities Services business
  • Responsible for ensuring exceptional levels of service to the clients and managing their expectations in coordination with business partners
  • Act as key contact and escalation point for the client, key stakeholders, and the business for all service-related client matters.
  • Ensure complex client issues are resolved with minimum impact to the client and the business, and in a timely and effective manner. This will often involve working cross functionally across a number of departments such as Sales, Operations, Onboarding, Product, Product Development and Technology teams and obtaining “buy in” from the business to meet the clients’ needs and achieve a manageable solution
  • Set-up and management of a governance process covering all products that incorporates appropriate measurement and monitoring of service levels, utilising KPI and RAG (Retrieval Augmented Generation) ratings
  • Improve efficiency and reduce risk by seeking opportunities to enhance the operating model and influencing client behaviours
  • Ensure accurate and timely fee billing for all products
  • When the need arises, define and manage a remediation project to address any areas where service is no longer meeting client expectations
  • Act as the client advocate across the business to ensure their requirements and expectations are understood and factored into decision making
  • Ability to perform direct client communication as appropriate and broker successful outcomes to difficult and complex issues. Communicate in a clear, concise and efficient manner.

Required Qualifications, Capabilities, and Skills

  • Client Management & Presentation - Experience in dealing with complex/demanding client organizations and an ability to develop strong client relationships. Must be confident, articulate and be able to combine diplomacy and assertiveness in leading client meetings such as service reviews or ad-hoc issue/resolution meetings
  • Communication – Strong communication and diplomacy skills with an ability to influence and manage effectively across a large virtual team at all levels
  • Problem solving – Ability to resolve problems in complicated, unique and dynamic situations where the analysis of situations or data requires an in-depth evaluation of procedures and associated regulations, with input from multiple stakeholders
  • Planning and organising – Ability to work independently and multi-task under pressure
  • Attention to detail – Diligently attends to details and pursues quality in accomplishing tasks
  • Good level of understanding of Luxembourg regulation impacting Securities Services business
  • Leadership – Takes personal ownership of issues, brokering optimum outcomes and holding business partners accountable for delivering to the high levels of service demanded by clients
  • Proactive – Ability to identify sub-optimal processes such as those that are manual and high risk and working with clients and business partners to developing solutions
  • Knowledge – Strong understanding of products and the ability to understand the client organisation including their strategy and objectives
  • Diverse - demonstrate an appreciation of a diverse workforce by using differences to add value to decisions or actions for organisational success
  • Ability to demonstrate inclusion of risk and control parameters in daily activities

Preferred qualifications, capabilities and skills

  • Experience gained in an operational environment particularly focused on Securities Services would be beneficial
  • Knowledge of CIB products including data products and an enthusiasm to develop their knowledge across the Securities Services Industry
  • Proven track record of team management and delivery of global and regional strategies