Client Service Manager - Team Leader (EDB)

• Proficient in English business language skills, both written and oral

• 5+ 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.

Role: Client Service Manager - Team Leader (EDB)
Location: Valencia

Employment Type: Full time Permanent
EDB - European Depositary Bank

Role 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.

• 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.

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.