Head of Platinum Client Services

4 tygodni temu

Warsaw, Polska Allfunds Pełny etat

Location:Poland

Type of job vacancy:Permanent Employee

No. Job vacancies:1

About us

Allfunds – we give you the path, you blaze your trail


Looking for your next challenge? Allfunds (AMS: ALLFG) is a fast-paced, dynamic, Wealthtech leader with 17* offices around the globe and our employees are the best at what they do.
We have a relentless passion for quality and a drive to keep ahead of the competition. We also have a strong business foundation built by experts over 20 + years ago, with the flexibility and agility of start-up.
As a Wealthtech, Allfunds blends our wealth management expertise with the innovation and creativity of a fintech. We have over € trillion assets under administration and are the leading B2B platforms for the fund industry. We built and continue to evolve a digital ecosystem that covers the entire fund distribution value chain and investment cycle, with solutions including dealing and execution, data analytics, regulatory solutions, ESG tools, blockchain, and alternative investments.
Founded in Madrid in 2000, Allfunds offers international opportunities, a commitment to work-life balance, competitive benefits packages including flexible holidays, and continued training and development. This is under-pinned by our values to have a positive social impact on the markets in which operate. 
If you are open to new prospects, an adaptable professional, and enjoy collaborating with diverse and inclusive people, then Allfunds is the place for you. 


*Brazil, Chile, Colombia, France, Hong Kong, Italy, Luxembourg, Miami, Poland, Shanghái, Singapore, Spain (Madrid/Valencia), Sweden, Switzerland, United Arab Emirates and United Kingdom.

Our purpose

Our purpose is to transform the WealthTech industry. Allfunds. is achieving this through a deep commitment to quality and outstanding human capital, by providing the best service for our clients, and by creating value for all our stakeholders. For our employees.

We believe that our people’s talent is what creates our world-class service. Allfunds' employees are high performers and team players who live our core values. We encourage them to grow professionally and personally, and to stretch themselves to achieve their goals.


What you will find when working at Allfunds

We believe in

All for Excellence All of our experience and expertise, along with the passion we put in everything we do. So, our clients, employees, and partners can count on us for the best services.

All for Accountability We always looking to make a difference through our transparent and responsible attitude towards people and society.

All for Empowerment We work to continuously enhance our tools and services to make them accessible to our clients.

All for Inspiration People are our driving force and helping them to reach their goals is our biggest motivator. That is why we aim to adapt to their needs and wants, accompany them on their journey, and inspire them to reach their dreams.

If you believe you match these values, we look forward to meeting you.

Diversity, Equity and Inclusion

For Allfunds, Human Capital is at the heart of the company’s strategy and results, as well as part of our ESG strategy. DEI, represents the acronym of Diversity, Equity and Inclusion and how we understand it within our group. For Diversity Allfunds includes ways in which people differ, encompassing the different characteristics that make one individual different from another. For Equity Allfunds encompasses the policies and practices used to ensure fair treatment, opportunity, and advancement for all employees. For Inclusion Allfunds creates a working environment in which any individual can be and feel welcomed, respected, supported, and valued. 

Through DEI, Allfunds fosters a culture that recognizes and minimizes bias.

Sounds interesting?

Please take a closer look...

We are looking for

Profile:

At least 7 years of business experience, ideally in the financial industry in client servicing or client facing service delivery. Demonstrated experience in working transversally in a large organisation to address complex requirements for demanding clients. Demonstrated experience in managing client expectations and facilitating delivery on the service promise. Experience in preparing written documentation and presentations with demonstrated competency in effective content, clarity and length. Experience in team management, including hiring, training, coaching, organising and optimising team members and their activities, and providing leadership to attain defined goals and objectives.. Fluency in English (written and spoken). Proven track record of effective teamworking. Ability to adapt to fast moving, constantly changing environment. Strong communication skills, ability to build relationships and influence others

Your role in the team

The Head of Platinum Client Services accompanies the Platinum Account Management initiative by contributing to the work to define, build and implement the effective client management and service coordination approach with the aim to optimise the client experience across service delivery. The Head of Platinum Client Services will apply this initially to a pilot client (BNP Paribas) and then accompany the adoption of the new methodology to other large, important clients selected for the Platinum approach.

Key responsibilities include:

Contribute to the definition and documentation of the new Client Services approach and maintaining and enhancing once established Lead client facing team accompanying service activities to ensure quality delivery and timely contact Identify client needs and drivers of client satisfaction and organise service delivery client facing teams to focus on factors which positively influence client perception; this means translating client needs and wants into a practical service set-up, while ensuring a smooth and efficient delivery of the daily service. Set-up a structured client services process (procedures, templates, control framework and best practices) and manage the client services team to use them in the regular interaction with the client and the management of the client experience. Manage service escalations and initiatives for robust service delivery. Lead meetings and workshops with client including service reviews, due diligence reviews and client training. Manage reporting, documentation and client presentations for service and KPI oversight. Pro-actively collect and monitor client feedback to identify, prioritise and coordinate across the bank any actions to improve the client experience. Implement explicit measurement of client satisfaction, based on client input and objective assessments, and manage the related action plans to address areas requiring improvement. Propose and support service enhancements and developments to accompany client’s business growth and evolving needs based on a thorough understanding of the service requirements. Provide internal information, documentation and support to reinforce a collective approach in enhancing the client experience across the clients’ multiple points of contact with Allfunds.

You must expect

A competitive pay and attractive benefits package.

On-going development opportunities in a multinational environment that will inspire you to grow professionally and personally.

Wide variety of projects and tasks, ambitious goals, and independence in achieving them.

Flexible working conditions

Modern office in a convenient location.

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