Head of Front Office and Risk - Client Services H/F

Crédit Agricole Group; Paris; Sur place; EUR 90 000 - 120 000; Plein temps

Résumé du poste

Amundi Technology is seeking a senior leader to oversee the Client Services Front Office & Risk domain, driving ticket allocation, performance metrics and continuous improvement. You will mentor analysts, plan capacity, and build training programs while coordinating with Product, R&D and other business lines.

You will lead strategy execution, foster accountability and ensure knowledge is shared across the CS team to enhance client delivery and satisfaction.

Qualifications

• Recruit, mentor and coach the CS Front Office & Risk analysts.
• Conduct performance reviews and define career paths.
• Manage capacity planning and resource allocation.
• Build training plans for new joiners and embedment into other teams.
• Set team goals, KPIs and development plans for CS Front Office & Risk analysts.

Responsabilités

• Allocate FO & Risk domain tickets to analysts according to client SLA commitments.
• Enable analysts to resolve tickets according to SLAs (acknowledgement, delivery).
• Report capacity and ticket KPIs to CS & RM management.
• Organize POCs and share results with CS & RM management.
• Coordinate Client Run Reviews and arbitrate across clients and teams.
• Define and execute Front & Risk strategy aligned with Product roadmaps.
• Drive transformation and continuous improvement within FO & Risk.
• Maintain and expand documentation and training materials for Alto modules.

Connaissances

Team leadership

Mentoring

Performance reviews

Capacity planning

Training & development

Cross-functional collaboration

Knowledge management

Client delivery

Strategic planning

Roadmap alignment

Description du poste

Client Services team

Amundi Technology's CS team is the main point of contact for our customers (asset managers, financial institutions, family offices, asset servicers). Its objective is to increase Customer Satisfaction. The CS team is the operational trusted partner of our clients. CS is the main entry point for our customers consuming the ALTO Solutions and Amundi Business line services (Trading, Middle Office, Data services, Risk and Compliance).

Your mission

FO & Risk domain management

• Ensuring 100% of the FO & Risk domain tickets are allocated to the analysts according to client SLA commitments
• Enabling analysts to resolve tickets according to SLAs (time to acknowledge, time to deliver)
• Capacity & ticket KPIs reporting to CS & RM management
• Continuous improvement: identifying initiatives, organizing POCs, sharing them with the CS & RM management team

Team management & people development

• Recruit, mentor and coach the team of CS Front Office & Risk analysts
• Conduct performance reviews, define career paths, and foster a culture of accountability and continuous learning
• Manage capacity planning & resource allocation, foster team motivation
• Build a training plan for new joiners and analysts – including embedment into other teams (Business Line, Product, R&D, Professional Services)
• Set team goals, KPIs, and career development plans for CS Front Office & Risk analysts

Cross-functional collaboration

• Coordinate & organize Client Run Reviews related to FO & Risk domains of expertise: retrieving the different tickets from FO & Risk domain analysts – and be able to arbitrate accordingly across pool of clients, liaising with CSMs and RMs
• Active participation in Product communities
• Create partnerships with Amundi Business lines (FO & Risk mainly): organise regular embedments of Domain Analysts

Leadership & Strategy

• Define and execute the Front & Risk strategy within Client Services aligned with global Client Services objectives, Business Line and Alto Product roadmaps (for both Alto Invest & Alto Asset Servicing offers)
• Lead and participate in CS&RM transformation plan: be a driving force for continuously improving the way we work inside FO & Risk Domain and with counterparties
• Create a culture in which people want to do their best and feel an urgent need to improve process and delivery for clients

Knowledge management

• In collaboration with Product and R&D, maintain and expand documentation, knowledge base articles and training materials for Alto modules
• Drive adoption of knowledge sharing and enablement within CS team

Client Delivery & Support excellence

• Act as escalation point both for the domain analysts and external parties (RM & CSM, Business Lines, Implementation, Client) regarding specific client requests
• Bring Product expertise during special client events – like walk the floor & Trainings at client site