The Securities Services business of BNP Paribas is one of Europe's leading providers of custody services for securities.The Luxembourg branch plays a major part in its operations, offering clients high value-added services extending from custody to securities lending, fund administration, performance measurement and ratings, and bond issuance services.We are currently looking for a:Client Services Manager (M/F)Permanent ContractYour mission:The Client Service Manager‘s (CSM) prime responsibility is to :Actively manage and develop the relationship of an assigned client baseMaintain existing revenue and improve direct contributionManage the organic development of the account, e.g. new fund launches and service expansion with Client Vision (CRM tool) update in terms of revenuesFull ownership of KYC/AML documentation for all clients under managementNegotiate the agreements with the support of the legal teamParticipate to the Board meetings of the fundsFollow the credit lines requestsDefine and update Client relationship governance with Client Lines heads or local liaisons and the Global Relationship ManagersPlan and organize regular Client meetings and visits with detailed agendas and call memos in Client VisionActively identify cross selling opportunities and contribute to the Sales effort by identifying new business opportunities in or outside the Client baseBe the key contact for the Clients assigned in what concerns the overall relationship with BP2S (communication in and out)Be in charge of proactive operational service delivery in accordance with SLA through KPI’s centralization and Service Review preparationActively manage the operational service quality through animation of client account managers, monitoring of issue / action log and resolution of service issuesManage governance of client meetings related to service delivery in the context of the agreed SLA, including responsiveness on actions / follow-upsBe responsible for client communication and client reporting related to transversal service delivery in the context of the agreed SLA, ensuring consistency – pro-activity across the businessMonitor the client’s perception of service - provide feedback internally and influence positively with the client at all timesEnsure that all complaints, disputes and errors raised by the client or escalated by the Client Account Managers are resolved satisfactorily. This includes liaising with the Operational Risk Analyst (ORA) to determine whether complaint should be logged as such in the ORA databaseQualificationsYour profile:Education:University degree or equivalent in accounting, banking, business administrationProfessional Experience:Minimum of 10 years’ experience in the Fund IndustrySuccessful experience in client relationship managementBehavioural Skills:Communication skills - oral & writtenClient focusedDecision MakingPersonal Impact / ability to influenceAttention to detail / rigorTransversal Skills :Ability to understand, explain and support changeAbility to anticipate business / strategic evolutionAbility to develop others & improve their skillsAbility to develop and leverage networksLanguage Skills:Native level of EnglishAny other language (French, German, Luxembourgish, Spanish, …) would be an advantageLanguage Skills:English FluentAny other language (French, Italian, German, Luxembourgish, Spanish, etc…) would be an advantageDuring the finalization of the recruitment process, the preselected candidate will be asked to provide us an extract from his/her criminal record dated less than 3 months (record N°3 for Luxembourg), according to the dispositions of the law from July 23 2016 concerning the criminal record.
