Client Relationship Management Officer

As Client Relationship Management Officer, you will act as a responsible for the delivery of high quality services or products to our clients. You will ensure that:

a) the delivery of end-to-end services will be properly executed as agreed in the scope of work within specific client administration agreements.

b) you will provide support to the business growth by achieving agreed upon sales targets (if applicable).

By building strong client relationships, you will act as the key-escalation point for clients and within IQ EQ organization.

You will collaborate with the different heads (from Operations) and their respective reports, Client Services Directors to build an effective team by working collaboratively and instilling trust, through honesty integrity and sincerity will be one of your main focuses.

As an administrator in services delivered to investment vehicles and schemes in Luxembourg, you will facilitate processes and specific client structure implementation by being a contributor on top of the supporting network within the team with responsibility to effectively meet client or colleague’s demands.

Key accountabilities & Responsibilities (how we will measure success)

• Act in a support capacity with our clients, maintaining and developing long term relationships and looking to add value through identifying opportunities and growing IQ-EQ client base
• Support monitoring our client requests on a timely basis and deploy appropriate actions arising to relevant deliver within our organization to enhance the services (or provide support in remediation programs when appropriate)
• Support the client board directors when requested and provide service assistance to the colleagues attending the meetings, following our IQEQ Golden rules and best practices
• Contribute to the increase in quality of “IQ-EQ Tier 3 Client Portfolio” to meet agreed upon services and revenue targets
• Build strong foundation and connection within the Client Services team by communicating often and openly successes and challenges aiming at reinforcing the employees’ sense of belonging to IQ-EQ
• Participate and provide support to the other colleagues on “Lock-up Days” (“LUD”), invoice’s investigations, timesheet investigation and related analysis to facilitate the cash collection
• Provide support to the coordination with other internal and external stakeholders from Operations or any other Business line, under the supervision of Client Services Management Head/responsible
• Actively collaborate with other stakeholders to identify and implement synergies between service delivery teams and Client Relationship Management function
• Provide support to IQ EQ colleagues in the implementation of quality standards and best practices for operational processes 3
• Ensure good collaboration, information collection, reporting to ensure the daily management of the Client Portfolio
• Provide support to the service delivery/operations teams in delivering, structuring and prioritizing solutions and projects having a strong impact on the quality and the revenue collection
• Assist the Head of Client Services Management in preparing KPI reports (monthly targets, KQI (“Key-Quality-Indicators”), SLR reports, Action Plans or Incidents trackers
• Escalate any reported/detected significant operational and client issues to the Head of Client Services and the Client Services Directors in charge the Client Portfolio

Tasks (what does the role do on a day-to-day basis)

• Business Development support role through existing and new opportunities (including Account Plans Building, One View feeding, ANTrance remediation or maintenance)
• Act as Horizon supporter on client matters • Always act as a problem solver.
• Ensure quality of the deliverables and track the Key Quality Indicators reports.
• Coordinate the Quality trackers from IQ-EQ Tier 3 Client Portfolio and assist the Client Services Directors in the follow-up of the quality metrics.
• Deliver quarterly quality metrics reports to the Client Services Directors and Head
• Ensure that the deliverables are timely and accurately provided to our clients and colleagues
•  Ensure timely and correct billing of services performed according to contract specifications
• Provide support to the billing of extra fees (additional work performed/out of agreement scope of services)
• Support the Cash collection efforts and related follow-up as a second point of escalation
• Ensure correct billing by playing an active role in the “LUD” billing process Key competencies & skills (for the position and level)
• Action Orientated
• Customer Focused
• Deliver on time (Task Management)
• Pay attention to details (Task Management)
• Strong Business understanding (Information Management)
• Enterprising (Task Management)
• Networking (Interpersonal Management)
• Organizational ownership (Personal Management)
• Achieving objectives (Personal Management)

Key behaviors we expect to see

In addition to demonstrating our Group Values (Authentic, Bold, and Collaborative), the role holder will be expected to demonstrate the following:

• Proficient verbal and written English and French, other languages are an advantage
• Positive, professional, and can-do attitude
• Excellent interpersonal and communication skills towards management and staff
• Contribute to the positive atmosphere and image of Client Services
• Support and contribute to IQ-EQ initiatives

• Master/bachelor’s in law, Economics, Finance or an equivalent degree
• Relevant work experience, preferably in the Finance sector in Luxembourg or in an equivalent jurisdiction (Mauritius, UK, Switzerland)
• Good knowledge of the Luxembourg regulatory environment of investment funds, companies and services provided to investment vehicles and schemes in Luxembourg
• Very good command of Microsoft Office packages including Excel, Word, PowerPoint
• Fluent in English, French or German (any other EU language is a plus)

At IQ-EQ we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations. With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices.