Senior Client Support Manager - Market Solutions M/FOverviewCACEIS 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.Job detailsReference 2026-108042Publication date 29/01/2026Business type Types of Jobs - Sales / Customer ServiceJob title Senior Client Support Manager - Market Solutions M/FContract type Permanent ContractLocation Europe, Ireland — Dublin (hybrid)Education Bachelor Degree / BSc Degree or equivalentLevel of minimal experience 6-10 yearsExperience 6-10 years of experience in Market Solutions/CustodyRole purposeThe Client Support Senior Manager (CSM) is responsible for leading and directing the team of CSMs in Ireland. Each CSM is responsible for monitoring customer satisfaction for allocated clients within Market Solutions, guaranteeing the quality of services and the advancement of action plans to optimise client satisfaction. The role includes regular internal reporting and direct client contact for problem solving as needed. This role will have management responsibilities.Main activitiesTrack client satisfaction and operational effectiveness: Produce reports for the management chain and Client Team to measure quality of responses (response and handling times).Operational efficiency: Define, implement and follow up on improvements when services do not meet defined SLAs, in conjunction with the operations team and taking into account the client’s situation.Management of the client experience: Produce reports measuring client satisfaction, complaints and dissatisfaction; present information to operations teams for discussion; analyse recurring problems and monitor corrective actions; notify management, Client Owner and CRM within 24 hours with progress until resolution.Operational Memorandum/SLA: Contribute to writing Ops Memos/SLAs and review existing ones with the business line; share needs to review processes with the client.Client requests for IT adjustments: Ensure requests are recorded with responsible person and delivery date; may define priority applications for development in committees.Client contact for problem solving: When significant problems occur, act as the client’s point of contact for tracking resolution and define remedial measures.SkillsCoordinate internal/external playersProduce reportsManage complaintsManage a client relationshipReport on activityProject managementClient-oriented behavioursCompliance
#J-18808-Ljbffr