Client Service Delivery Manager


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.

Responsibilities and duties:

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.

Your profile:

  • 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.

We provide:

  • A stimulating and lively workplace
  • In-depth exposure to the European fund industry
  • A welcoming, international, and achievement-driven atmosphere
  • Significant autonomy in your tasks
  • Diverse responsibilities within a thriving company with over 25 years of presence in the Grand Duchy of Luxembourg
  • An attractive remuneration scheme: Company Agreement, 34.5 days’ leave, Lunch Pass card, life and disability insurance, pension scheme, interest subsidies, Sympass card, offices located close to the Luxembourg Central Station, etc.

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