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
