Temporary Client Service Manager (CSM)

It’s never been a more exciting time to join Vistra. 

At Vistra our purpose is progress. We believe that our clients have the power to change the world and to do great things for global progress, and we exist to remove the friction that comes from the complexity of global business – to help our clients achieve progress without friction. 

But progress only happens when people come together and take action. And we’re absolutely committed to building a culture where our people can do just that

We have an exciting opportunity for you to join our team as Client Service Manager (CSM). Reporting to the Head of Client Service Management on a temporary, long term contract basis.

Purpose of Role :

The Funds CSM is responsible for building and maintaining strong service delivery relationships with high-value clients. CSMs serve as the primary point of contact for clients, strategically focusing on managing the client service delivery objectives, whilst maintaining high levels of client satisfaction. The position is ideal for someone who is solution driven and excited by the potential of growing within the business, as we look to solidify our position as market leaders as fund service provider.

Scope :

As the single point of client contact for the coordination and evolution of the Vistra Luxembourg service delivery, you will play a key role in the design, development and delivery of our service to top tier clients. Your role will involve client relationship management, effective communication, and collaboration with internal teams to guarantee exceptional service. You might be asked to take up Luxembourg directorship mandates in your clients’ companies. You will help manage our clients’ journey as they grow their business, proactively identifying issues and developing client focussed solutions. You will be closely work together with global Vistra teams servicing the clients to ensure global client satisfaction. This role brings a broad range of responsibilities inclusive of both hands-on contributions and opportunities for broader leadership.

 Key Responsibilities:

• Foster and build meaningful long-term relationships with your clients.
• Create and support a strategic plan to ensure service delivery objectives are met, providing input into the individual strategic account plans for your clients. Track activities.
• Apply a client centred approach to deliver against plan and meet deadlines.
• Foster a deep understanding of your clients’ needs and proactively apply product and business knowledge. Challenge the status quo, if better solutions could be implemented.
• Collaborate with the operational teams (central administration, transfer agents, depositary, AIFM) to ensure excellent service delivery and stay informed of any issues that need to be escalated.
• Collaborate with the operational teams to ensure we are maximising opportunities to cross sell into existing clients.
• Maintaining risk and compliance standards in client portfolio, in collaboration with Compliance team
• Become a recognized reference, eg cultivate a strong professional presence and become a recognized authority within clients’ circles.
• Provide thought leadership, industry insights, and strategic guidance, positioning yourself as an indispensable asset to clients' businesses.
• Directorship Mandates: Assume leadership roles in client companies as required, ensuring compliance with all legal requirements.
• Executing our Service Management Framework, you will be responsible for:
• driving account and relationship governance, facilitating client and account team meetings,
• managing account communications and maintaining account plans,
• delivering excellent client service across multiple accounts, whilst
• collaborating with internal stakeholders to support opportunity management, helping our clients achieve progress without friction.

Attributes / Technical Skills :

• Proactive, self-motivated leader with ambition, energy and drive
• Excellent communication and client management skills.
• Quickly able to build relationships and gain trust of clients
• An expert at creative proactive problem-solving
• Strong team player that embraces collaboration and transparency
• Able to prioritise and ensure agreed timelines are adhered to
• Ability to identify issues and bring in experts to solve client issues
• Competent with MS Office (Outlook, Excel, Word)
• Comply with regulations, rules, and procedures (both internal and external) as applicable to the role and to services delivered.

 Relevant Experience :

• Significant experience in client service delivery and operational fund management
• Strong background in client relationship management, with a track record of building trusted relations, revenue generation and client retention.
• Demonstrable knowledge of key business issues for private asset managers, with experience of designing and delivering complex operational solutions
• Excellent communication skills, both verbal and written, with the ability to convey complex concepts clearly and convincingly.
• Analytical mindset with proficiency in interpreting data and offering actionable insights to clients.
• Experience in assuming leadership roles and contributing to projects with a direct impact on clients.
• Previous experience in establishing oneself as a recognized industry reference, providing thought leadership, and positively influencing stakeholders.

Education and Professional Qualification :

• Bachelor’s degree, demonstrated post qualification experience
• Desirable – accounting, legal or company secretarial or other relevant technical qualification

If you are excited about working with us, we encourage you to apply or have a confidential chat with one of our Talent Acquisition team members. Our goal is to make this a great place to work where all our people can thrive. We hope you join us on this exciting journey!