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 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
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