Client Service Manager PERE – CDI Interne - M/W

Mission: The Client Service Manager PERE is the main service contact for Asset Managers and Asset Owners. The CSM manages and coordinates service issues and ensures a positive customer experience with SGSS. He leads the service relationship for a portfolio of clients and provides service with other stakeholders in the custody, fund administration and transfer agent business.

Tasks and responsibilities:

Coordination and facilitation of service relationship with internal stakeholders

• Facilitates and coordinates the service relationship with other entities in the group

• Takes full ownership of Client Service reviews

• Liaises with other internal departments to ensure effective communication to and from the client

• Documents and communicates meetings, communication, issues, etc. with other stakeholders within SGSS

• Acts as escalation point for service issues that can not be resolved within operations

Management of a portfolio of clients

• Keeps the overview of client satisfaction and client issues

• Comments KPIs and monitors quality levels

• Communicates client expectation of quality to relevant areas within the organisation and tracks and follows action plans where relevant

• Agrees service priories with the client

• Maintains, prioritises and follows up client change requests

• Maintains and overviews client incidents, claims and related action plans

• Maintains SLA and Operational Memorandums with the client

• Escalates overdrafts to the client

• Participates and contributes to various governance, service and operational meetings held with the client

• Ensures accurate and professional reporting to the clients (KPI, Quality Chart, Board Reports, etc.)

• Ensures a smooth transition of the Client from the commercial and on boarding team to the day to day service

• Passes commercial leads provided by the client to the RM

Operational skills

• Advanced level of French and English

• Advanced level of Italian and German

• Good knowledge of Alternative Investment funds industry (AIFMD)

• Good transversal knowledge of all SGSS services and departments

• Good transversal knowledge of SGSS process and interaction between department

• Knowledge of project management methodologies and tools                                 

• Good written skills

• Good working use of Microsoft Office

Behavioral skills

• Organisation and rigor

• Interpersonal skills

• Team spirit

• Flexibility

• Autonomy and proactivity  

• D level role

• Position submitted to phone recording

• Position submitted to MIFID 2

Société Générale Luxembourg is a multi-category bank offering every employee the possibility to have several careers in a professional career path. Internal mobility and training are two core areas we focus on, in a dynamic, prosperous and evolving context.

Our Recruitment process:

We are an equal opportunities employer and we are proud to make diversity a strength for our company. Société Générale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, sexual or gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.

We offer our employees a working environment adapted to the evolution of the business lines; this translates in two key words: remote working & agility (depending on the department).

“Building together, with our clients, a better and sustainable future through responsible and innovative financial solutions”.
Our CSR strategy is at the heart of our DNA and the Group wishes to position itself as one of the key players in the fight against climate change by supporting customers in their energy transition. In Luxembourg, our international environment offers us tremendous diversity within our teams, for which we guarantee equal opportunities.
Our open-innovation lab #Leplateaulux, in connection with the Luxembourg innovation ecosystem, allows our employees to benefit from proximity with external start-ups and internal project developers.

Société Générale Securities Services (SGSS), the Securities business line of Société Générale Group, is one of the main Administration and Custody actors for mutual funds in Luxembourg. We offer a complete range of services for institutional clients: liquidity management, compensation, depositary and conservation services, funds administration and asset servicing, transfer agent and issuer services.