General information
Entity
CACEIS is the asset servicing banking group of Crédit Agricole dedicated to asset managers and institutional investors.
Through offices across Europe, North and South America and Asia, CACEIS offers a broad range of services covering execution, clearing, forex, securities lending, custody, depositary, fund administration, fund distribution support, middle-office outsourcing and issuer services.
CACEIS is a consolidator in the European asset servicing market and posts sustained growth in its business activities. The group holds €5.3 trillion in assets under custody and €3.4 trillion in assets under administration (figures as of 31 December 2024)
By working every day in the interest of society, we are a Group committed to diversity and inclusion and place people at the heart of all our transformations. All our job offers are open to persons with disabilities..
Reference
Publication date
/01/2026
Business type
Types of Jobs - Sales / Customer Service
Job title
Senior Client Support Manager - Market Solutions M/F
Contract type
Permanent Contract
Management position
Yes
Job summary
The Client Support Senior Manager (CSM) is responsible for leading and directing the team of CSM's in Ireland. Each CSM is responsible for monitoring customer satisfaction for allocated clients within Market Solutions. As such, he/she guarantees the quality of services and the advancement of action plans aimed at optimising client satisfaction. He/she ensures regular internal reporting, but may also be in direct contact with the client as needed for problem solving. This role will have management responsibilities.
Main activities
Track client satisfaction and operational effectiveness
* Operational responses to clients: Produce reports for his/her management chain and the Client Team which make it possible to measure the quality of responses given to client requests (response and handling times)
* Operational efficiency: Define, implement and follow up in the event of insufficient services relative to the level defined in the Service Level Agreements (SLAs), in conjunction with the operations team and taking into account the client's situation
Management of the client experience
* Produce reports which make it possible to measure client satisfaction, complaints and reports of dissatisfaction
Present the operations teams with the information relating to reports of dissatisfaction for discussion
* Analyse any recurring problems and, where applicable, propose and monitor corrective action plans
* Notify his/her management chain, the Client Owner and the CRM of these problems within 24 hours by sharing a progress report with them until the solution is implemented
Operational Memorandum/SLA
* Contribute to the writing of Ops Memos/SLAs
Analyse existing Ops Memos in conjunction with his/her business line and define potential changes
* Share with the Client Team any needs to review a particular process with a client
Client requests for IT adjustments
* Ensure that the requests are recorded in accordance with the formal mechanisms required (person responsible, delivery date, etc.)
* Within the committees on which he/she sits, may define the priority applications for development
Client contact for problem solving purposes
If there are significant problems (recurring quality problems, changes in process, operational or IT incidents, etc.):
* Be the client's point of contact in tracking the resolution of these problems
* Define and internally organise remedial measures
Skills
* Coordinate internal/external players
* Produce reports
* Manage complaints
* Manage a client relationship
* Optimise operational processing
* Report on his/her activity
* English
* Office automation
* Project management
* Client-oriented behaviours
* Compliance
Geographical area
Europe, Ireland
City
Dublin
Remote work
hybrid
Candidate criteria
Minimal education level
Bachelor Degree / BSc Degree or equivalent
Academic qualification / Speciality
Bachelor Degree
Level of minimal experience
6-10 years
Experience
* 6-10 years of experience in Market Solutions/Custody