Senior Client Services Representative - Funds - (Excellent English Level)

As experts in global fund distribution MFEX by Euroclear 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 worlds largest range of funds with 80000 funds from over 960 fund companies. MFEX offers complete transparency between distributors and fund companies.

In September 2021 MFEX became a part of the Euroclear Group one of the worlds largest providers of domestic and cross-border settlement and related services for bond equity ETF and mutual fund transactions creating a new funds market utility. The MFEX Group is headquartered in Stockholm and has offices in Paris Luxembourg London Dublin Geneva Zurich Milan Madrid Milan Umea Singapore Hong Kong and Kuala Lumpur. The main supervisory authority is the Swedish Financial Supervisory Authority (Finansinspektionen).

MFEX by Euroclear was founded over 20 years ago and is now active in 52 countries on 5 continents with more than 300 employees. The company is divided into four main business areas:

1. Trading and custody
2. Distribution agreement and rebate collection
3. Data and fund information
4. Due Diligence / AML & KYC (Global Fund Watch)

To support our Global Business based in Paris we are looking for a Senior Client Service Manager to join our very dynamic organization.
Will join a team of client services managers dedicated to fund distribution services covering all client segments globally across EMEA with a focus on operational excellence and delivering a best-in class client experience.

Collaborate with Operations and Finance to safeguard the highest level of service and timely delivery of service in accordance with our service standards. Collaborate with the global sales and relationship mangers to ensure a high level of client satisfaction and help to identify new business opportunities with existing clients.
The position reports to the Head of Client Services who is a direct report of the Chief Commercial Officer of MFEX by Euroclear.

The role
Develop a customer service mindset to think above and beyond what can be done to improve the customer experience
Develop collaborative working relationships with different functions within the group in pursuit of delivering best-in class client service
Actively contribute to the improvement and enhancement of the client service model
Ensure frictionless day-to-day servicing of our clients and build long-term relationships with the clients and external stakeholders
Responsible and accountable to meet customers and internal KPIs and service levels
Contribute to quarterly and annual client review meetings with external and internal senior management
Act as a senior point of contact in case of escalations
Continuously work to improve the client experience and client service model
Contribute to change projects involving multiple stakeholders
Identify upselling opportunities and support Sales & Relationship Management in executing upselling

Your profile
Significant experience (8 to 10 years) of working in a similar position within a global/international financial services organization.
A customer service mindset putting the customer needs first
Good fund business knowledge
Good understanding of operations and operational processes
Business development skills
Ability to build strong networks internally and to partner and collaborate with other departments and locations
Project management skills with an ability to contribute to project delivery on time.
Ability to embody the Company interest externally as well as foster a high customer focus culture.
Excellent communication skills
Fluency in English and French both written and verbal (ideally English native or bilingual)

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