Asset Management, Head of Client Service France, Benelux and Geneva - Vice President - Luxembourg
Aumni
Customer Service
Niederanven, Luxembourg
Posted on Jul 5, 2024
Job Description
As a Client Service Manager in Asset Management, you will be responsible for delivering exceptional client service to clients of J.P. Morgan Asset Management based in France, Belgium, Luxembourg, and Geneva. You will provide pro-active service delivery and resolution to client queries and actively develop existing relationships to achieve client satisfaction.
You will work closely with the Sales and Sales Support Team and will have the opportunity to partner with other Client Service peers across Europe to establish a strategic common global operating model within the organization.
Job Responsibilities
- Act as day-to-day client service contact for the assigned markets, supporting the Sales & Sales Support in liaison with the Operational Teams
- Provide the essential link between Sales and Operations; take end-to-end ownership of client related issues and participate in projects where appropriate.
- Drive Successful On-boarding (Operational capabilities, AML/KYC) process for allocated client base in close co-operation with Sales and Operations including Retrocessions
- Attend client meetings, trainings and events as appropriate, as well as meetings impacting business and regulatory driven projects or initiatives
- Clearly communicate significant client issues internally and document/escalate as appropriate
- Query/Error/Complaint handling by applying highest quality standards and according to procedures within agreed deadlines.
- Actively participate in client service and regional team meetings
- Constantly review and improve service performance and identify opportunities to enhance client experience.
- Proactively inform clients of changes/issues/initiatives (e.g. regulations, JPM policies, services, etc.).
- Anticipate and manage work volumes, adhering to established policies and deadlines
- Partners closely with global & location/region managers to establish consistency and best practices and provide thought leadership
Communication
- Ensure all relevant information and progress is monitored and delivered in proactively keeping Sales, CS team, Supervisors and Management up-to-date on current status of outstanding issues - ensuring eventual total service delivery.
- Remain updated on assigned market(s), on market specific P&C agenda, product knowledge and clients/ major relationships (research, analyse, generate, gain support, and implement ideas on possible service enhancements, market requirements, legal changes, tax changes, procedure changes, and other innovative service improvements). Act as SME where requested.
- Ensure smooth communication with team leaders and management, actively share all information with team members to expand their ability and professionalism in handling all types of client enquiries and complaints, and act as point of referral for staff from anywhere in the company.
- Share relevant client and market knowledge with Operational areas and the wider CS community. Participate in CS meetings and share best practices. Identify additional opportunities for information sharing.
- Provide regular updates for each market/client segment to Sales and senior management.
- Proactively build network with key partners from operational areas to leverage efficiency, maximise the impact of ideas and achieve targets.
People Management
- Attract, develop and retain top talent. Coach and engage – to drive performance
- Evaluate team and individual performance to achieve business objectives. Nurture diverse and inclusive work culture
- Build and maintain a culture of trust, transparency and integrity
- Be responsible for Client Service image and actively contribute to a positive image building with internal and external partners.
Control of Risk
- Maintain awareness of approved error/incident procedure and exception processes and act on it accordingly.
- Remain updated on procedures and participate in keeping procedures and workflows up to date.
- Escalate and communicate issues to Sales/Management as appropriate.
- Ensure team end of day checklists are maintained, signed and adapted to departmental needs to ensure all team tasks and controls have been performed.
- Support the management team in the mitigation of risk. Actively contribute with feedback wherever appropriate.
- All time accuracy and completeness of departmental logs (incident/error, exception, claim, etc.).
Required qualifications, capabilities and skills:
- Fluency in French and English, Excellent communication skills both oral and written
- Client servicing/Client relationship management with experience in the financial sector
- Strong client service mind-set
- Comprehensive knowledge of Asset Management business
- Ability to provide quantifiable management reporting & present findings
- Bright, enthusiastic, motivated individual; Team player, but able to work independently
- Confident, professional approach to deal with various team including sales , senior managers and broader teams
- Highly accurate with good attention to detail
- Proactive/self-starter
- Excellent verbal, written, interpersonal, presentation, negotiating and organizational skills
- Strategic thinking with the ability to adapt to change
- Demonstrated team building skills and ability to work in a team environment
- Self-sufficient with excellent planning, time management, and organisational skills, demonstrating the ability to steer toward challenging deadlines.
Preferred qualifications, capabilities and skills:
- University degree level education preferred
- Additional European languages such as Italian/German are a strong advantage