As a Client Service Delivery Manager (“CSDM”), you will play a pivot role between efa’s Clients and the various internal departments.

In this capacity you will :

• Support the internal departments by sharing your Client knowledge and distribution network insight;
• Prepare and coordinate Service Reviews, Client Due Diligence meetings and attend Board meetings; Act as an escalation point both for the Clients (including the Investment Vehicles’ governance body and the Management Company or Alternative Investment Fund Manager) and the internal teams;
• Support the Customer Due Diligence team in resolving AML/CTF related matters, liaising with internal and external Senior Management representatives.
• Work alongside the Sales team, Client Relationship Managers, Client Service Delivery Support and Product teams. The commercial aspects of the relationship remain with the Client Relationship Managers.
• Participate in any fund lifecycle event in conjunction with the Operational Readiness team and the Onboarding coordinators.

You will be responsible for overseeing various tasks and will:

• Coordinate with the internal teams to address client inquiries;
• Implement quality control measures;
• Collaborate with all stakeholders to enhance service efficiency;
• Analyse data to identify trends, contribute to process improvement initiatives;
• Maintain seamless fund operations and deliver excellent service to clients and any other key stakeholders;
• Assist and provide guidance to the operational teams in dealing with clients as and when required;
• Ensure optimal coordination and communication between different departments and the clients;
• Centralise client requests for system enhancements, additional services or reporting improvements (coordinate the detailed analysis and follow up on the implementation of administrative and/or technical solutions);
• Hold regular meetings with your clients in order to ensure quality service is provided, review KPI reports and follow up on actions items;
• Participate in client projects;
• Handle complaints and escalations, from acknowledgment to final resolution. Ensure corrective actions are implemented and inform the Client accordingly.

• University degree or proven experience in a Fund Administration service/support/relationship management role with a strong understanding of funds’ operational mechanism;
• Extensive track record in European reputable banks or financial institutions in an asset servicing role with knowledge of institutional clients;
• Effective communication skills coupled with empathy, tactfulness and capacity to understand different perspectives;
• Hands-on approach and positive “can do” attitude;
• Knowledge of Private Asset administration is a plus;
• Strong analytical skills, attention to detail, flexibility and adaptability;
• Ability to lead initiatives;
• A genuine service-minded attitude, with an ability to foster long-term relationships and promote team spirit;
• Proficiency in English, both in oral and written communication;
• Fluency in German is a must, French would be a strong asset.