• Permanent, Full time
  • Michael Page
  • 06 Apr 18

Head of Client Services

  • Brussels, Bruxelles-Capitale, Belgium
  • Negotiable
  • Full time

The head of client services ensures the consistent delivery of high quality and seamless service, connecting clients to the full range of solutions the Asset Manager offers.

A global leader in investment management, risk management and advisory services for institutional and retail clients.

Description

The responsabilities of the Head of Client services will be the following:

  • Manage the operational client service experience in partnership with the Client Businesses throughout the client lifecycle and develop strong working relationships with key stakeholders within the company to assist the firm in effectively meeting clients' service needs

  • Work closely with the global team to implement a consistent, scalable and controllable service model

  • Facilitate diagnosis of complex client service issues, identify trends that point to service deficiencies and own resolution, working with the appropriate internal and external delivery teams to ensure timely and accurate response

  • Own and evolve the core service offering and drive continuous improvement both internally and with external service providers such as custodian banks, depositary banks, fund administrators and platforms

  • Represent the client where necessary for change events and implementation of new solutions, including facilitating the handling of client requests for bespoke services and ensuring that any solutions effectively balance the needs of the client with those of the firm

  • Accompany relationship managers in client service review meetings to assess & optimize their servicing needs

  • Focus on sustaining the highest level of client service, while demonstrating risk awareness and a strong focus on an appropriate service delivery control framework

  • Assist relationship managers in leveraging service delivery functions effectively and appropriately to increase client service quality

Profile

The successful candidate shall demonstrate:

  • Relevant experience in the fund/investment management industry with exposure to a variety of operational and client service functions

  • Proven expertise working with intermediaries / financial professionals / Institutional Clients

  • Technical understanding across service functions, together with a strong understanding of the end-to-end client life-cycles

  • Experience in dealing with clients and associated service risk matters

  • Excellent problem-solving skills

  • Excellent communication and interpersonal skills, demonstrate teamwork and initiative

  • Ability to develop strong collaborative working relationships with key client business and service delivery stakeholders

  • Ability to work proactively with others to resolve and escalate issues appropriately

  • Ability to work in a dynamic, fast-paced environment with high self-assurance, energy and drive

  • Strong analytical, organizational and planning skills, proven ability to prioritize effectively

  • Fluency in English, French and Dutch

  • Change management experience

  • Has an entrepreneurial spirit and is willing to take on additional responsibility quickly

  • Passion for delivering service excellence

  • Pro-active & commercial mindset & eye for detail

Job Offer

The client offers a competitive salary with a wide range of benefits, in an international environment.

Brussels, Bruxelles-Capitale, Belgium Brussels Bruxelles-Capitale BE