Private Capital - Client Services Manager (h/f)

PRIVATE CAPITAL - CLIENT SERVICES MANAGER (H/F) (NUMÉRO DE LEMPLOI : BNPSUC PCCSM)

BNP Paribas Securities Services, a subsidiary of the BNP Paribas group, is one of Europes 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.

To support its current growth, BNP Paribas Securities Services is looking for a:

Client Service Manager Private Capital (M/F)

CDI

Your mission:

Be the interface between clients and Private Capital department from BP2S Luxembourg in order to follow-up the daily service delivery

Ø Manage a portfolio of client accounts Ø Operate as the point of contact for clients Ø Develop and maintain relationships with clients often through regular meetings and phone calls Ø Act as the first point of contact for client questions and requests Ø Talk to other departments in the bank in order to facilitate clients requests Ø Make sure clients receive requested products and services in a timely manner Ø Ensure close cooperation on transversal issues with different bank departments

Ensure service delivery quality

Ø Ensure operational follow-up of the quality of service delivery to Private Capital clients

Ø Maintain quality log and client action log

Ø Be the escalation for clients inside Private Capital department and main spoke for the operations

Ø Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders

Ø Conduct Service reviews

Ø Conduct Due diligence with relevant partie

Track Client relationship status through

Ø Client satisfaction matrix and action log

Ø Feed CSM for Client Quality Meetings

Ø Active Participation to Client Quality Meetings

Advantages of the position:

Be the interface between clients and Private Capital department from BP2S Luxembourg in order to follow -up the daily service delivery
Ensure service delivery quality to client
Anticipate clients’ needs

Working environment:

You will join within the Private Capital department, the Client Service Manager team where you will act as single point of contact for our client within the department. You will become part of a entrepreneurial team with a clear strategy for growth. You will also have the opportunity to work within a multicultural, pleasant and dynamic environment where you will get a personalized training plan to develop your knowledge and skills.

Your profile:

Experience of working in a customer-facing role

Client-focused,

Solutions experience,

Ability to communicate client needs with staff,

Keen attention to detail and adherence to deadlines

Excellent listening, negotiation and communication skills,

Deep knowledge of the Private Capital products and services

Education:

Bachelor / Master Degree
Experience of working in a customer-facing role
Knowledge of the Private Capital products and services

Professional Experience: Experimented private equity (2-5 years)

Behavioural Skills:

Ability to collaborate / Teamwork

Attention to detail / rigor

Organizational skills

Adaptability

Ability to deliver / Results driven

Active listening

Communication skills - oral & written

Client focused

Critical thinking

Proactivity

Transversal Skills :

Ability to understand, explain and support change

Analytical Ability

Ability to anticipate business / strategic evolution

Ability to inspire others & generate people’s commitment

Ability to develop others & improve their skills

Ability to set up relevant performance indicators

Ability to conduct a negociation

Technical Skills :

Analytical skills to review and to analyse any documents
Communication skills s to be able to express her/his messages, both oral and written, in a clear way
Organisation skills: able to manage her/his day-to-day and priorities
Accuracy:
a.precision and attention to details
b.to respect tight deadlines
c.to follow to-do lists
5.Client focus: ensure to satisfy client’s needs within deadlines
6.Escalation:
a.to ask for assistance when needed
b.to refer issues to the appropriate person(s)

Ability to learn by adjusting practices following newly acquired knowledge

Language Skills:

English mandatory- French

During 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.

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Lieu principal: Luxembourg Type demploi: CDI Domaine dactivité: GESTION DE LA RELATION CLIENT Niveau dEtudes: Non indiqué Niveau dexpérience: Au moins 5 ans Horaire: Temps plein