Client Service Manager - Team Leader (EDB)

Apex Group; Alcoy; Híbrido; EUR 45.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid working model

Private health insurance

27 days holiday + public holidays

Professional development

Descripción de la vacante

Apex Group in Valencia is seeking a Client Service Team Leader to shape an exceptional client experience while guiding a talented team of Client Service Managers. You will build trusted partnerships with key stakeholders, drive service excellence, and ensure delivery of outstanding outcomes across a diverse client portfolio.

Joining us, you will manage onboarding, resolve escalations, monitor KPIs, and report on service levels.

Formación

• 5+ years of experience in client service or account management, with at least 2 years in a leadership role.
• Proficient in English business language (written and spoken).
• Strong interpersonal and communication skills.
• Excellent organizational and multitasking abilities.

Responsabilidades

• Maintain strong relationships with clients and ensure their needs are met.
• Coordinate onboarding of new clients and ensure smooth transitions.
• Analyze client feedback and implement service improvements.
• Collaborate with internal departments to resolve client issues and escalations.
• Monitor team performance and implement strategies for continuous improvement.
• Lead regular team meetings, performance reviews, and training sessions.
• Analyze and interpret client data to identify trends and inform decisions.
• Prepare and maintain team schedules, workload distribution, and resource planning.
• Track and report on KPIs and SLAs; ensure documentation of client interactions.

Conocimientos

English (business)

Leadership

Interpersonal skills

Communication skills

Herramientas

Microsoft Office

Reporting tools

Descripción del empleo

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.For our business, for clients, and for youRole: Client Service Manager - Team Leader (EDB)Location: ValenciaEmployment Type: Full time PermanentEDB - European Depositary BankRole summary:As a Client Services Team Lead Manager, you will be at the forefront of shaping an exceptional client experience while leading and developing a talented team of Client Service Managers. Combining strategic leadership with a passion for client success, you will build trusted partnerships with key stakeholders, drive service excellence, and ensure the delivery of outstanding outcomes across a diverse client portfolio. Acting as a key liaison between clients, EDB, and Apex Group, you will champion innovation, streamline processes, and identify opportunities to enhance the client journey. Through inspiring leadership, coaching, and collaboration, you will empower your team to deliver impactful results, strengthen client relationships, and contribute to the successful execution of the bank's growth and transformation agenda.Key responsibilities:Maintain strong relationships with clients, ensuring their needs are met and expectations exceeded.Coordinate onboarding of new clients and ensure smooth transitions.Analyze client feedback and implement service improvements.Collaborate with internal departments (e.g. Onboarding, Finance, Depositary, Custody etc.) to resolve client issues.Monitor team performance and implement strategies for continuous improvement.Work collaboratively with key stakeholders, internally/externally, to effectively resolve client issues/escalations.Along with the Head of CSM Luxembourg; Conduct regular team meetings, performance reviews, and training sessions.Analyse and interpret client data to identify trends, collaborating with other members of the Client Service team and broader Apex Group client facing units.Prepare and maintain team schedules, workload distribution, and resource planning.Track and report on key performance indicators (KPIs) and service level agreements (SLAs).Ensure timely and accurate documentation of client interactions and service activities.Oversee the preparation of client reports, presentations, and service reviews.Maintain compliance with internal policies and external regulations.Manage administrative tasks such as time tracking, leave approvals, and expense reporting.Skills Required:Proficient in English business language skills, both written and oral5+ years of experience in client service or account management, with at least 2 years in a leadership role.Strong interpersonal and communication skills.Proven ability to manage teams and resolve conflicts.Proficiency in Microsoft Office Suite, and reporting tools.Excellent organizational and multitasking abilities.What you will get in return:Hybrid Working ModelPrivate health insurance.27 working days holiday + Public holidaysOpportunities for professional development.Professional Development (CPD) and Study Guidance programsPositive and hospitable work environment.Opportunity to work with a diverse, agile and global team.Exposure to all aspects of the business and cross-jurisdiction.A genuinely unique opportunity to be part of an expanding large global business + moreAt Apex Group, we are committed to creating a diverse and inclusive workplace. In Spain, this includes our obligation under the LGD to ensure that people with disabilities are represented within our teams. If you have a recognised disability ( 33%), we welcome your application and will provide reasonable adjustments throughout the recruitment process.Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.