The Senior Client Relationship Manager (CRM) is responsible for a portfolio of dedicated clients, for whom he/she manages the client relationship on a daily basis.
He/she ensures the quality of CACEIS services delivered and guarantees client satisfaction.
As such, he/she plays a key role in execution of the commercial strategy by acting as a facilitator between the client and the internal CACEIS players involved in execution of the services.
Main Activities
Monitoring of the quality of the services provided
Chair periodic committee meetings to monitor the quality of the CACEIS service according to the governance policy defined
Intervene, as a point of contact with Operations, in the client complaint escalation procedure
Supervise action plans in respect of his/her clients
Assist Client Project Managers in the effective management of the client's projects
Ensure that the necessary documentation (S, Ope Memos, action plan, etc.) is up to date and reviewed with clients and internally
Represent CACEIS at seminars, conferences and market meetings
Potentially be responsible for pricing for certain transactions, in agreement with Client Coverage Executives
Present the acceptance of a new file to the Risks and Compliance Committee, if necessary
Potentially present a file to the Risks and Compliance Committee, in the event of a change in the business relationship
Coordinate Client Satisfaction Surveys, feedback and management of action plans
Contribute to the completeness of the AML/KYC file, in coordination with the dedicated teams
Propose process reviews in the event of recurring client problems, in collaboration with the CSM
Know Your Customer and business development
Develops a thorough understanding of client needs and key success factors:
Analyse market information about clients (annual reports, press releases, etc.)
Propose bespoke solutions to meet client needs, in line with client expectations and in coordination with the Client Team
Use the main client satisfaction indicators available:
Analyse these indicators
Establish action plans in collaboration with the Client Team and monitor them during the Client Team Meeting
Regularly inform the Client Team of news concerning clients in his/her portfolio
Chair Service Reviews according to the defined governance (presentation of CACEIS news, quality indicators, project status, etc.) and determine the level of client satisfaction with the client
Prepare and participate in Board of Directors meetings for clients with activities in Luxembourg
Development of commercial strategy
Work in partnership with the Client Coverage Executive to define the actions contained in the "account plan" documentation (connectivity, competition, value proposition)
Actively contribute to Account Reviews led by the Client Coverage Executive and his/her delegates
Contribute to development and updating of the "client profile" documentation with a view to improving client satisfaction and business development
Develop knowledge of the competitive landscape and stay up to date with the client's perception of CACEIS
Responsibility for risks associated with clients in his/her portfolio
Perform the necessary checks and analyses for assessment of risks relating to clients within his/her scope in accordance with the standards and procedures applicable within CACEIS
Send an alert on risks detected if necessary
Geographical area
Europe, Ireland
City
Dublin
hybrid
Education
Bachelor Degree / BSc Degree or equivalent
Bachelor Degree in Financial Services / Relevant Professional Qualifications desirable
Level of minimal experience
6-10 years
Experience
5+ years in fund services with a proven track record in a client relationship management position at a senior level
Required skills
Strategic thinker with strong client-first mindset
Confident dealing with senior clients, boards and regulators
Highly organized, proactive and managing multiple priorities
Strong problem solver with excellent follow through
Technical skills required
Strong knowledge of Irish fund structure
Proven track record in managing senior stakeholders and complex client portfolios
Excellent communication, influencing and presentation skills
French an advantage
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 ****).
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.
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