Client Services Manager native italian speaker (M/F)

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)

Native Italian speaker

Permanent Contract

Your mission:

The Client Service Manager‘s (CSM) prime responsibility is to :

• Actively manage and develop the relationship of an assigned client base
• Maintain existing revenue and improve direct contribution
• Manage the organic development of the account, e.g. new fund launches and service expansion with Client Vision (CRM tool) update in terms of revenues
• Full ownership of KYC/AML documentation for all clients under management
• Negotiate the agreements with the support of the legal team
• Participate to the Board meetings of the funds
• Follow the credit lines requests
• Define and update Client relationship governance with Client Lines heads or local liaisons and the Global Relationship Managers
• Plan and organize regular Client meetings and visits with detailed agendas and call memos in Client Vision
• Actively identify cross selling opportunities and contribute to the Sales effort by identifying new business opportunities in or outside the Client base
• Be 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 preparation
• Actively manage the operational service quality through animation of client account managers, monitoring of issue / action log and resolution of service issues
• Manage governance of client meetings related to service delivery in the context of the agreed SLA, including responsiveness on actions / follow-ups
• Be 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 business
• Monitor the client’s perception of service - provide feedback internally and influence positively with the client at all times
• Ensure 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 database

Your profile:

Education:

• University degree or equivalent in accounting, banking, business administration

Professional Experience:

• Minimum of 10 years’ experience in the Fund Industry (UCITS & AIF)
• Successful experience in client relationship management

Behavioural Skills:

• Communication skills - oral & written
• Client focused
• Decision Making
• Personal Impact / ability to influence
• Attention to detail / rigor

Transversal Skills:

• Ability to understand, explain and support change
• Ability to anticipate business / strategic evolution
• Ability to develop others & improve their skills
• Ability to develop and leverage networks

Language Skills:

• Native level of Italian
• Any other language (English, French, German, Luxembourgish, Spanish, …) would be an advantage