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

- Making sure 100% of the FO & Risk domain tickets are allocated to the analysts

according to client SLA commitments

- Enabling Analyst to resolve Tickets according to SLAs (time to acknowledge, time to

deliver)

- Capacity & tickets 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 training plan for new joiners & analysts – including embedment to 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 being

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 embedements 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 to 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

Relevant university degree, preference for finance, mathematics, physics, computer science,

or related degrees

Experience within the Asset Management industry or within FinTech supporting Asset

Managers

- Knowledge of Investment value chain, Front-to-Back Office processes

Business & client skills in French & English

o Excellent client-facing communication, stakeholder management and

presentation skills.

o Track record of translating technical issues into business impact and

recommendations.

- Leadership & soft skills

o Coaching and mentoring experience; proven ability to build high-performing

teams.

o Strong organizational skills and the ability to manage competing priorities in a

fast-moving environment.

- Technical skills

o Strong troubleshooting, root cause analysis and incident management skills

- Excellent communication and presentation skills in French & English: Ability to

communicate clearly and persuasively, both in writing and orally, with clients at different

hierarchical levels and internal teams.

- Prior experience as part of a management team (lead role with plan, resource and

issue/change responsibilities) that successfully managed a full life cycle implementation