2019 05 HR PAS

Client Services Delivery Manager


Responsibilities and duties:

The Client Service Delivery Manager (“CSDM”) is a key central role between EFA and its clients. He/she represents EFA with the client and represents the client within EFA. It is essential that the CSDM builds a trustworthy relationship with his/her clients for the clients to know that any topic that they have addressed to the CSDM will be taken care of and followed up.

Working alongside the Sales Team, Client Relationship Managers and the Client Service Delivery Support Team, the CSDM is responsible for customer relations starting from onboarding and throughout the Lifecycle of the clients’ products in EFA, acts as key contact after onboarding for queries, issues, and escalates them when necessary. The commercial aspects of the relationship remain with the Client Relationship Managers, apart from existing client additional product/service onboarding.


Main activities:  

  • Manage migrations, mergers, liquidations: coordinate within EFA on/off boarding, aligning with the client, clear operational roadblocks for given projects and escalate when necessary;
  • Act as key contact for clients after onboarding for any subject with and within EFA needing specific processing, escalation or that cannot be resolved at operational level;
  • Similarly, assist and provide guidance to operational teams in dealing with clients as and when required;
  • Ensure optimal coordination and communication between different departments and our clients (facilitate communication between experts with the client and within EFA);
  • Centralise with the CSDS client requests for system enhancements, additional services or reporting improvements, coordinate the detailed analysis of such requests and follow where relevant the implementation of  administrative and/or technical solutions;
  • Hold regular meetings with clients in order to ensure qualitative follow-up of our services, review activity reports with clients and ensure follow up of actions;
  • Participate in projects regarding EFA’s clients;
  • Responsible with CSDS for complaints, escalations logging and internal dispatching, analysis
  • Participate to implementing corrective actions when relevant and provide feedback to the client.
  • Assist and coach junior members of the team in building their know-how in relation to EFA operations & services.


Your profile:

  • University/Master’s degree or proven experience in a Fund Administration service/support/relationship management department.
  • Solid/strong experience (min. 10 years) gained in reputable banks or financial services organisations in Europe in an asset servicing or institutional sales role.
  • High level diplomatic skills with a hands-on approach.
  • Positive “can do” attitude
  • Operational knowledge
  • Knowledge of Private Assets administration characteristics is a plus
  • The understanding of bank and fund management operations is a plus.
  • Highly developed analytical ability, ability to lead initiatives, openness, flexibility and adaptability to an international environment, a true service-minded attitude, with an ability to build and keep relationships for the long term.
  • English mother tongue and very good command of French, German being a strong asset.


We can offer you:

  • Varied work as part of a dynamic and ambitious company that has been established in the Grand Duchy of Luxembourg for over 20 years,
  • An attractive remuneration scheme: Company Agreement, 34.5 days’ leave, meal vouchers, life and disability insurance, pension scheme, interest subsidies, Sympass card, offices located close to the central railway station in Luxembourg, etc.