Senior Client Support Manager

MTM Partners is an independent management consulting firm based in Luxembourg. Our team of experts provides support for organizations in project leadership, operational process optimization, change management, and recruitment activities to sustain strategic growth plans. We assist businesses in transforming processes, implementing changes, scaling up, and structuring successful strategies.

For one of our clients, a renowned global financial institution located in Luxembourg , we are seeking a Senior Client Support Manager in order to support the creation of a brand new innovative digital wealth management platform.

Note that this offer is only applicable to candidates who are eligible to work in Luxembourg – a Luxembourg working permit is required. Remote work from abroad is not possible

As a Senior Client Support Manager, your role will involve assisting customers across multiple channels, offering support during the on-boarding process and investment subscriptions, as well as managing after-sales activities. You will also play a key role in improving the customer service model and overseeing accounting-related activities.

Your Responsibilities

• Deliver exceptional support and assistance to both existing clients and potential prospects through various channels, including chat, phone, and email.
• Offer expert guidance on processes such as opening current accounts, managing cards, and providing asset management products (non-advisory), with a focus on commercial initiatives.
• Manage the onboarding experience, ensuring client satisfaction and adherence to compliance standards by following the KYC/AML control framework and conducting regular reviews.
• Address and resolve complex client inquiries independently, escalating only when absolutely necessary.
• Cultivate and sustain strong relationships with key clients, focusing on the highest tier clients.
• Respond to client complaints efficiently and professionally, ensuring swift resolution and overall satisfaction.
• Collect valuable customer feedback and insights to identify opportunities for process enhancements and service improvements.

Your Skills

• MANDATORY : Luxembourg working permit – Remote work from abroad is not possible
• Solid experience with a minimum of 5 years in a client-facing role in the banking or financial services sector.
• Proficiency in English, French, and Dutch, both written and spoken; knowledge of additional languages, such as Italian, is an advantage.
• Familiar with digital onboarding processes, basic banking products (such as current accounts, deposit accounts, debit cards), and financial offerings.
• Experience in managing support processes, handling and resolving complaints.
• Ability to monitor data and generate reports aimed at enhancing services and optimizing processes.
• Basic understanding of anti-money laundering practices to carry out relevant control activities in line with current legislation regarding anti-money laundering and counter-terrorist financing.
• Excellent communication and interpersonal skills, with a strong ability to work effectively in a team.
• Strong customer-oriented mindset.
• Proactive, driven, with the ability to work independently and adapt to changing situations.
• Strong analytical skills and attention to detail.
• Willingness to work in shifts during the weekdays

Our client offers a highly competitive salary package, along with numerous benefits, as well as a stimulating and dynamic work environment that fosters both professional and personal growth.

If you’re interested by this open role, please send us your CV at info@mtmpartners.lu and we will discuss.