Join our Securities Services team in Frankfurt and make a meaningful impact by delivering exceptional client service to a diverse range of institutional clients across Germany. As a Vice President in Client Service, you will champion service excellence, drive strategic initiatives, and foster a culture of collaboration and innovation. This is an opportunity to build trusted relationships, influence change, and contribute to the success of our clients and the firm. If you are passionate about client-centricity and thrive in a dynamic environment, we invite you to explore this role.
Job Summary:
As a Vice President, Client Service in Securities Services, you will work as part of a collaborative team supporting asset owners such as pension funds, multinational corporations, insurance companies, and KVGs for our Special AIF Funds and Public Funds business. You will own and drive client relationships across all Securities Services products, including custody, fund accounting, middle office, tax, performance, and analytics. You will lead the client governance framework, prepare and deliver monthly service reviews, and act as the senior advocate for clients in Germany. You will proactively resolve escalated issues, identify strategic opportunities, and contribute to broader change programmes.
Job Responsibilities:
- Own and drive the end-to-end client governance framework, including design, measurement, and monitoring of service levels and key performance indicators
- Take ownership of client queries and escalated issues, collaborating cross-functionally to drive resolution
- Lead the preparation, organisation, and delivery of monthly client service reviews and strategic meetings
- Develop and execute service improvement plans in partnership with internal stakeholders
- Identify and drive opportunities to improve efficiency and reduce risk by enhancing the operating model and championing process improvements
- Ensure accurate and timely fee billing and client payment for all products
- Act as the senior voice of the client internally, embedding clients' priorities and goals into Securities Services planning and delivery
- Build and maintain strong, trusted relationships with senior client stakeholders
- Foster a culture of excellence, accountability, and client-centricity within the team
- Contribute to broader strategic initiatives and change programmes that enhance the client service proposition
Required Qualifications, Capabilities, and Skills:
- Extensive financial services industry experience, with strong working knowledge of Securities Services products including custody, fund accounting, and fund administration
- Proven track record of independently managing strategic asset owner relationships, including exposure to senior decision makers
- Commitment to delivering high-quality client service, with the resilience to thrive in a fast-paced, high-pressure environment
- Exceptional verbal and written communication skills, with fluency in German and English and the ability to influence senior audiences and simplify complex issues
- Demonstrated ability to take ownership of outcomes, drive initiatives to completion, and hold others accountable
- Strong analytical and critical thinking skills, with experience resolving complex issues decisively
- Proven ability to manage competing priorities, multiple client relationships, complex workstreams, and virtual teams across different delivery streams
- Strategic mindset, with the ability to identify trends, risks, and opportunities
- Proactive approach to identifying and improving sub-optimal or high-risk processes
- Strong understanding of global and local market dynamics, regulatory developments, and industry trends, with risk and control awareness to embed governance and oversight into client service delivery
- Proficiency in Microsoft Excel, PowerPoint, Word, and comfort leveraging LLM/AI capabilities
Preferred Qualifications, Capabilities, and Skills:
- Knowledge of the German regulatory environment (KAGB) with special AIF and public funds
- Deep understanding of roles involved in German special AIF and public funds, such as KVGs, fund administrator, investment managers, and other service providers
- Experience leading or contributing to change and transformation programmes
- Experience with strategic client initiatives and change management
- Enthusiasm for continuous learning and professional development