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)
