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 world's largest range of funds with 80,000 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 world’s 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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Why join us
Embark on your new adventure at Euroclear, and work at the heart of the global capital markets. We connect over 2,000 financial institutions across the globe. As an open and resilient infrastructure, we contribute to the stability of the financial markets. We help clients cut through complexity, lower costs, and mitigate risks of financial transactions. At Euroclear, we have the clear ambition to use our key role to facilitate and accelerate a sustainable global financial system.
What We Offer:
- Work closely with inspiring, supportive and engaged colleagues from more than 80 different countries.
- Practice your talents in a highly professional international environment.
- Join a learning and development environment with an emphasis on knowledge sharing and training.
- Competitive salary and comprehensive benefits.
New ways of working
Find your own optimal balance within our hybrid working model, where you can connect at the office and also benefit from remote working.
Great Place to Work for All
We are committed to creating an inclusive culture that celebrates diversity and strives to be a Great Place to Work for All. All qualified applicants will be considered for employment, regardless of any aspect that makes them unique (including race, religion, national origin, gender, sexual orientation, age, marital status, pregnancy, disability, ...). If you need any specific accommodation due to disability or any other reason, you can let the recruiter know during your application process.
