Client Service Manager - CDI - M/F-(H/F)

  • Competitive
  • Luxembourg
  • Permanent, Full time
  • 10 Dec 18

Client Service Manager - CDI - M/F-(H/F)

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.

The Client Service Manager is the principal service contact for SGSS clients in Luxembourg. The Client Service Manager manages and coordinates service issues and ensures a positive customer experience with Société Générale Securities Services.

Main responsibilities:

  • Owner of the Client Service Reviews:
  • Set the agenda, organise participants and agree the dates with the client;
  • Document the meeting and follow up on the actions;
  • Follow Société Générale Securities Services best practice for documentation and follow up of the service review.

  • Monitoring of Quality of services and related action plans.

  • Maintain SLA and Operational memorandums with the Client:
  • Negotiate the content with the client and chase the signature;
  • Make annual check up to ensure the documents are up to date;
  • Follow up with Operations to ensure the document complies with Operational processes.

  • Track and follow up with the client:
  • Ensure validation on the client side for the change requests, in some cases prepare the change request;
  • Be the centralisation point of complaints by keeping the client up to date of the status, logging complaints and ensuring action plan was done;
  • Chase unpaid invoices after second reminder stays unpaid.

  • Client Governance:
  • Participate to various meetings and committee's with the client;
  • Analyse and maintain the delivered quality charts and other client metrics;
  • Agree service priorities with the Client;
  • Maintain a close relationship and follow the satisfaction levels of the client.

  • Other:
  • Liaise with other internal departments to ensure effective communication with the client;
  • Communicate client expectations within the organization;
  • Be the escalation point of entry for the client for Operational issues;
  • Agree service priorities with the Client;
  • Potentially support and/or management of Client Service Officer.

  • Broad technical knowledge of the mutual fund industry;
  • Advanced knowledge of English and French or German;
  • Strong interpersonal and communication skills;
  • Self driven and able to work independently;
  • Team spirit.

The successful candidate can expect to work in a dynamic environment which is both challenging and rewarding in a long-established financial institution in Luxembourg.

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).