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.