Mission description intervention scope
Be the lead point of contact for clients within Custody Luxembourg and manage the relationship with the clients for Custody services
Ensure the guarantee of an excellent service delivery to clients for Custody Luxembourg segment and client satisfaction by following up client scorecard and complaints, ensure action plan are created and followed up.
Ensure the client needs are perfectly understood and met
Respond and follow-up on all client queries and ensure their efficient resolution by collaborating with internal stakeholders.
Know your customers and develop a relationship of trust with them
Maintain and update the contractual documents
Review and present Key Performance Indicators to evaluate the quality of service
Prepare and participate to the Client Service Reviews, Due diligences and represent the department in Client Teams.
Technical description of the environment:
Material: PC Laptop
Software: Pack Microsoft Office and Financial applications
Results expected / deliverables
The aim will be to:
Manage a client portfolio for GC Luxembourg
Ensure the service provided to the client is satisfying at all stages by collaborating with internal and external stakeholders, with the aim of continuous improvement
Ensure that all queries, claims, escalations, scorecards are well followed up and action plans are put in place if needed
Facilitate internal coordination with key stakeholders to ensure efficient resolution of client queries
Prerequisites / agreed essential elements
As part of the mission, the non-exhaustive list of prerequisites is as follows:
Business: Proven track record within the investment fund industry and client relationship management, having a minimum of 5 years of experience in Global Custody activities
Norms & Process: In-depth knowledge of the investment funds industry and securities market
Technical: Master Excel (preferred)
Functional: Good knowledge of PC applications (Word, Excel, PowerPoint, and Financial applications (Bloomberg, etc.)
Language: French (fluent)/ English (fluent) / German (preferred) / Italian (preferred)