Client Services Manager PERE confirme - M/W- H/F/X

Responsibilities

Mission: The CSM manages and coordinates services, ensureing a positive client experience. In his role, he leads relationships for a portfolio of clients covering custody/ depositary, fund administration and transfer agent business.

Tasks and responsibilities:

Coordination and facilitation of service relationship with internal stakeholder :

• Facilitates and coordinates the service relationship with other entities in the group
• Takes full ownership of Client Service review meetings
• Liaises with other internal departments to ensure effective communication to and from the client
• Documents and communicates meetings, communication, issues, etc. with other stakeholders within SGSS
• Acts as escalation point for service issues that cannot be resolved within operations
• Where applicable, as a CSM only, acts as the RM, covering commercial aspects for certain clients

Management of a portfolio of clients :

• Keeps the overview of client satisfaction and client issues, collect client surveys
• Comments KPIs and monitors quality levels
• Communicates client expectation of quality to relevant areas within the organization and tracks and follows action plans where relevant
• Agrees service priories with the client
• Maintains, prioritizes and follows up client change requests
• Maintains and overviews client incidents, claims and related action plans
• Maintains SLA and Operational Memorandums with the client
• Escalates overdrafts to the client
• Participates and contributes to various governance, service and operational meetings held with the client
• Ensures accurate and professional reporting to the clients (KPI, Quality Chart, Board Reports, etc.)
• Ensures a smooth transition of the Client from the commercial and on boarding team to the day-to-day service
• Passes commercial leads provided by the client to the RM
• Communicates key changes/ documents in our model and/ or organization

Profile required

Operational skills

• Advanced level of French and English
• 3 years minimum in the fund industry, ideally in a similar function covering AIFs or at least in the operations
• Good knowledge of Alternative Investment Funds Managers Directive (AIFMD)
• Good transversal knowledge of all SGSS services and departments
• Good transversal knowledge of SGSS process and interaction between department
• Knowledge of project management methodologies and tools
• Good written skills
• Good working use of Microsoft Office

Behavioral skills

• Good organizational skills
• Rigor
• Interpersonal skills
• Team spirit
• Flexibility
• Autonomy and proactivity

• Position submitted to MIFID 2

Why join us

Société Générale Luxembourg is a multi-category bank offering every employee the possibility to have several careers in a professional career path. Internal mobility and training are two core areas we focus on, in a dynamic, prosperous and evolving context.

Our Recruitment process:

The short-listed candidates will be invited to perform a reasoning test, a personality questionnaire and to one or more face to face interviews in order to discuss about their experience, skills and values. In order to finalize the recruitment process, the selected candidate will have to present a certain number of supporting documents before his integration (copy of diplomas, proof of previous jobs, and possibly an extract of the criminal record (bulletin n ° 3 for the Grand Duchy of Luxembourg).

Business insight

We offer our employees a working environment adapted to the evolution of the business lines; this translates in two key words: remote working & agility (depending on the department).

“Building together, with our clients, a better and sustainable future through responsible and innovative financial solutions”.
Our CSR strategy is at the heart of our DNA and the Group wishes to position itself as one of the key players in the fight against climate change by supporting customers in their energy transition. In Luxembourg, our international environment offers us tremendous diversity within our teams, for which we guarantee equal opportunities.
Our open-innovation lab #Leplateaulux, in connection with the Luxembourg innovation ecosystem, allows our employees to benefit from proximity with external start-ups and internal project developers.

Société Générale Securities Services (SGSS), the Securities business line of Société Générale Group, is one of the main Administration and Custody actors for mutual funds in Luxembourg. We offer a complete range of services for institutional clients: liquidity management, compensation, depositary and conservation services, funds administration and asset servicing, transfer agent and issuer services.

We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.

Reference: 24000BAG Entity: SG Luxembourg Starting date: 2024/05/27 Publication date: 2024/04/24