Client Services Manager / Client Services Director

IQ-EQ

Luxembourg
CDI
Temps-plein

Il y a 22 jours

Company DescriptionIQ-EQ is a leading Investor Services group which combines global expertise with an unwavering focus on client service delivery. We support fund managers, global companies, family offices and private clients operating worldwide.Job DescriptionAs Client Services Manager/Director, you will act as a senior-level executive responsible for overseeing client operational relationships, coordinating projects, and ensuring the delivery of high-quality services or products to our clients.You will ensure that:a) the delivery of end-to-end services will be properly executed as agreed in the scope of work within specific client administration agreements.b) you will contribute to the business growth by achieving agreed upon sales targetsBy building strong client relationships, you will act as the key-escalation point for clients and within IQ EQ organization.You will collaborate with the different heads (from Operations) and their respective reports to build an effective team mindset by working collaboratively and instilling trust, through honesty integrity and sincerity will be one of your main focuses.Key accountabilities & Responsibilities (how we will measure success)

Act in a lead capacity with our clients, maintaining and developing long term relationships and looking to add value through identifying opportunities and growing IQ EQ client base
Monitor our client requests on a timely basis and deploy appropriate actions arising to relevant staff members within our organization to enhance the services (or provide support in remediation programs when appropriate)
Assume client board director mandates when requested and provide service meeting regulatory and best practices requirements
Contribute to the increase in revenue achievements on the Client Portfolio to meet agreed upon sales and revenue targets
Build strong foundation and connection within the Client Services team by communicating often and openly successes and challenges aiming at reinforcing the employees' sense of belonging to IQ-EQ
Participate and provide support to the other business lines in RFPs, pitches, service proposals and related pricing determination with Business Implementation Team
Coordinate with other internal and external stakeholders from Operations or any other Business line
Identify and promote collaboration and synergies between service delivery teams
Guide the IQ EQ colleagues and rationalize priorities, define standards and practices for operational processes
Work closely with the Head of Operations on the daily management of the Client Portfolio
Work constructively with the Head of Operations/ other CSD and his/her reports to successfully work with the assigned Luxembourg and GCD staff daily to delivery proper service to our clients (after the implementation of Horizon)
Engage broadly with the service delivery/operations teams to frame, structure and prioritize solutions in projects having a strong impact on the quality
Escalate any reported/detected significant operational and client issues to the Head of Operations / other CSD

Tasks (what does the role do on a day-to-day basis)

Business Development role through existing and “new/new” opportunities (including Account Plans Building, OneView feeding)
Act as Horizon facilitator on client matters and help assigned resource(s) to ensure complete handover and knowledge sharing with GCDs throughout the entire life cycle of the Client
Help solving conflicts, providing guidance and always act as a problem solver
Ensure quality of the deliverables and implement Key Quality Indicators reporting to track the feedback from our Client Portfolio
Act as a Board Director of our Client boards (upon request)
Supervise and support the staff to ensure that the deliverables are timely and accurately provided to our Clients (AGMs follow up, Accounts approval …)
Ensure timely and correct billing of services performed according to contract specifications
Provide support to the billing of extra fees (additional work performed/out of agreement scope of services)
Support the Cash collection efforts and related follow-up as a second point of escalation
Track the profitability of services delivered by the Client Services team
Prioritize Management requests from Sales perspective
Analyse the adequacy of the budget with the agreed scope of services
Coordinate/support Clients Visits Plans
Business travel opportunities

QualificationsKey behaviours we expect to seeIn addition to demonstrating our Group Values (Authentic, Bold, and Collaborative), the role holder will be expected to demonstrate the following:

Proficient verbal and written English, other languages are an advantage
Positive, professional and can-do attitude
Excellent interpersonal and communication skills towards management and staff
Contribute to the positive atmosphere and image of Client Services
Support and contribute to IQ EQ initiatives

Requirements

Master/bachelor's in law, Economics, Finance or an equivalent degree
Minimum 4 years (Manager) / 10 years (Director) of relevant work experience, preferably in the Finance sector in Luxembourg or in an equivalent jurisdiction
Good knowledge of the Luxembourg regulatory environment of investment funds, companies and services provided to investment vehicles and schemes in Luxembourg
Very good command of Microsoft Office packages including Excel, Word, PowerPoint
Fluent in English and other EU languages (is mandatory)

Additional InformationAt IQ-EQ we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations. With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices.

IQ-EQ

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