Senior Client Relationship Manager M - F H/F CACEIS

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 (SLA, Ope Memos, action plan, etc.) is up to date and reviewed with clients and internally
Ensure that all the associated CACEIS policies and procedures (risks, compliance, etc.) are followed
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:
o Analyse market information about clients (annual reports, press releases, etc.)
o 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:
o Analyse these indicators
o 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