Client Service - Team Leader

MFEX Mutual Funds Exchange

Posted:

April 2021

Location

Luxembourg

Start Date:

Immediate 

Type of Contract:

Permanent contract

About MFEX

As independent experts in global fund distribution, MFEX offers a complete solution for fund companies and distributors. With assets under administration of EUR 320 billion, MFEX is one of the leading B2B fund platforms. Over 350 institutional clients (including banks and insurance companies) use MFEX to access one of the world's largest range of funds with 80,000 funds from over 950 fund companies. MFEX offers complete transparency between distributors and fund companies.


The MFEX Group is headquartered in Stockholm and has offices in Paris, Luxembourg, London, Geneva, Kuala Lumpur, Milan, Madrid, Umeå, Hong Kong and Singapore. The main supervisory authority is the Swedish Financial Supervisory Authority (Finansinspektionen).


MFEX was founded over 20 years ago and is now active in 52 countries on 5 continents with more than 300 employees.

Role

The Senior Client Service Manager is the dedicated and primary point of contact for a handful of key clients to advocate their daily requests and ensure a high standard of service.

As a newly open position to support MFEX growth with upcoming new Tier-1 clients, you will join our Client Service team based in Luxembourg and report to Head of Client Service.

As senior member, you will also take an active role within the Client Delivery department encompassing Client Service, new clients implementation and client change management.

Also, the Senior CS position has vocation to move to a Team Leader role. As such, you will be in charge of driving the CS team, act as their escalation point to remediate to client issues and input amelioration of processes.

Key Responsibilities

  • Primarily responsible to ensure delivery of MFEX core services to clients and ensure a high standard of satisfaction

  • ​Receive, track, follow-up and ensure execution of client’s queries received from our Salesforce CRM, email, phone

  • Closely work, as a duo, with the Client Executive for each client: lead generation, escalation of issues, planning and preparation of business reviews with clients

  • Responsible to ensure completion of each client request by advocating client’s requirements within MFEX

  • Analyze client’s queries in order to answer them independently. Must demonstrate ability to understand the roles of all operational components to liaise accordingly in case of further investigation needs

  • Drive the CS team based in Luxembourg and ensure their efficient service delivery

  • Support CS team with client meetings 

 

Skills, knowledge & experience

  • Bachelor Degree in Business or related field required

  • Previous experience (minimum 5 years) within Client Service and/or Operations at an Asset Manager, Transfer Agent, Custodian, Funds Platform is required

  • Previous successful experience in a Supervisor/Team Lead role would be highly appreciated for further evolution

  • Heads-on approach, risk focus and analytical thinking – problem solver mindset

  • Previous user experience on Salesforce CRM appreciated

  • Ability to collaborate transversally and with other departments is a must

  • Previous professional experience with a strong international culture appreciated

  • Capacity to flag issues and escalate them

  • Ability to switch from executing administrative tasks to drive Client business reviews & meetings

  • Excellent communication both written and verbal

  • Organized, with sense of priorities

  • English & French mandatory. German would be highly beneficial and any other language, appreciated.

  • Knowledge of MS office suite (Excel, Powerpoint). PowerBI, appreciated

Apply Now

Please apply with CV and personal letter to HRLux@mfex.com