Job Summary:

The Client Service Manager (CSM) will be based in our Luxembourg office working as part of a team that services a global, industry-leading asset manager. The CSM will have assigned responsibilities for ensuring consistent levels of service for the client’s Luxembourg Funds across custody, fund accounting and transfer agency. They will assist in the preparation, organisation and delivery of monthly client service reviews and other client meetings, and will act as one of the main points of contact for the client in Luxembourg. The CSM will assist with the resolution of escalated issues, as well as contribute to the client agenda for growth and change. They will work closely with internal partners to ensure consistent service levels are maintained and advocate for the client’s requirements. The role will be office-based five days a week. 

Job Responsibilities:

Manage monthly client governance processes across custody, fund accounting & administration and transfer agency, including the measurement and monitoring of agreed service levels, key performance indicators and RAG ratings. Work with internal colleagues to create and execute plans to resolve service issues Identify opportunities to improve efficiency and reduce risk by enhancing the operating model and influencing client behaviors. Ensure accurate and timely fee billing as well as timely client payment for all products. Work with internal colleagues to ensure the client’s priorities, strategy and goals are communicated and the impact is understood and prepared for in Securities Services. Resolve client queries and issues promptly and efficiently, collaborating cross-functionally with Sales, Operations, Onboarding, Product, and Technology teams.

Required Qualifications, Capabilities, and Skills:

Product and Industry Experience: 3-4 years of relevant financial services experience, with a foundation knowledge of some or all of the main Securities Services products i.e. custody, fund accounting & administration, transfer agency Client Skills: Experience working in a client facing role and ability to prepare for and participate in client meetings. Confident and articulate in leading client meetings. Communication and Language: Verbal and written communication skills showing the ability to present ideas clearly and succinctly as well as simplify complex issues to both client and internal recipients. Ability to ensure consistent attention to detail. Fluency in the English language is essential for this role. Teamwork: Enjoy contributing as part of a team to achieve common goals. Problem Solving: Demonstrate analytical skills and evidence the resolution of issues, often under time pressure Planning and Organization: Capable of working independently, planning and organizing work, managing multiple priorities and deadlines. Proactive Approach: Able to identify sub-optimal or high-risk processes; collaborate with clients and internal partners to improve the operating model.  Industry Knowledge and Awareness: Demonstrate an interest in global and local current affairs, financial services and the asset management industry. Risk and Control Awareness: Demonstrate risk and control awareness. Resilience: Able to thrive in a fast-paced environment and maintain a strong work ethic and a positive attitude under pressure. Technical Proficiency: Proficient in Microsoft Excel, PowerPoint, and Word.

Preferred qualifications, capabilities and skills

Knowledge of the Luxembourg regulatory environment for both Banks and Funds.  Knowledge of Alteryx and Tableau to streamline data analysis and create impactful visualizations. Other languages, including French.