• Manage the overall service quality offered to a group of institutional clients (Investment Managers, (Private) Banks, Insurance Companies, Pension Funds,…) to ensure client satisfaction and a consistent client experience.• Have a deep understanding of all products and services provided to a client, and work through multiple client issues at varying levels of complexity (incl. revenue management, contract negotiations, business acceptance, complaint management,…).• Conduct periodic Service Review Meetings to understand the client’s servicing needs in order to coordinate mutually beneficial solutions, manage the client’s expectations and exceed service levels.• Assist in the RFI/RFP process• Communicate the client’s experience and demonstrate satisfactory service delivery in accordance with the Service Level Agreements (via Virtual Team Meetings and Management Reporting – KPI’s, client dashboards, scorecards,…).• Establish and maintain a continuous partnership with a broad base of global service teams to strive excellent service, continuously improve the relationship and identify new business/cross-sell opportunities.• Maintain full understanding of the client’s business profile to ensure compliance with the company’s acceptable risk profile and all regulatory requirements by performing periodic Due Diligence/Know Your Customer reviews.• Support the roll-out of new product/services and new/revised policies or procedures and maintain oversight and ownership for client implementation and transitions.

Including a 3 month assignment in London, UK• Daily people, team and performance management of 8 Senior Client Service Representatives• Client Management: Professional and pro-active service offering to EMEA based clients (Spain, Portugal,Andorra, Israel)• Daily risk management and escalation point for internal and external clients and stakeholders• Identify, coordinate and evaluate training needs• Identify trends and implement solutions• KPI/KRI analysis to ensure goals and objectives are achieved at a departmental, team and individual level

Money Transfer Processing & Investigations, Liquidity & Treasury Services