HEAD OF CLIENT SERVICING – INTERNATIONAL ALTERNATIVE ASSET MANAGER – NT715
Greenfield has exclusively been mandated to work with a listed international alternative asset manager with close to 800 employees worldwide. The Group operates across private debt, private equity, capital markets strategies and real assets, serving an increasingly international base of institutional investors, family offices and sophisticated private wealth clients.
Based in Luxembourg, this appointment will lead the global Client Servicing organisation across its institutional, international and broader distribution activities. The remit extends well beyond Luxembourg, with teams and stakeholders located across Europe and selected international markets. The role will work closely with Senior Management, Sales, Compliance, Legal, Operations, IT, investment teams and external service providers.
Our client is entering a further phase of internationalisation, product expansion and increasing investor volumes, including the development of more retail and semi-liquid investment solutions. The successful individual will be expected to further streamline and scale the Client Servicing model, improve the quality and anticipation of client service, and define how technology, automation and AI can support the next phase of growth.
The role requires a senior leader who can combine strategic vision with practical execution. The environment is entrepreneurial, fast-moving and strongly business-led: the successful candidate must be comfortable taking accountability in complex situations, challenging existing ways of working and remaining personally involved when necessary.
THE MANDATE:
Global Client Servicing Leadership
Provide strategic direction for the global Client Servicing function and define its next stage of development.
Lead a geographically dispersed organisation across institutional, international and broader client distribution segments, creating consistent standards while respecting local requirements.
Monitor client satisfaction, service quality and industry developments, and translate these into practical priorities, operating standards and improvement initiatives.
Act as a senior escalation point for significant client matters and keep Senior Management appropriately informed of critical issues, risks and priorities.
Build an active external network with peers and market participants to benchmark best practice and identify new approaches that can strengthen the function.
Investor Onboarding, AML/KYC & Complex Client Situations
Take senior ownership of the onboarding and periodic recertification of institutional and sophisticated investors across the international fund platform.
Provide leadership on complex AML/KYC and investor-acceptance situations, including unusual ownership structures, trusts, PEP-related matters and other technically sophisticated LP arrangements.
Work closely with transfer agents, administrators, banks, Compliance and Legal to resolve issues, negotiate practical solutions and balance commercial timelines with regulatory requirements.
Challenge service providers constructively where required and ensure accountability for progressing difficult onboarding cases to an appropriate conclusion.
Ensure subscription documentation, side-letter obligations and other client-specific requirements are correctly reflected in the onboarding and servicing process.
Client Relationships & Service Excellence
Own senior-level communication with clients in complex, sensitive or high-pressure situations, including service recovery, unusual requests and escalation management.
Ensure client expectations are managed clearly and that requests are handled with appropriate speed, accuracy and ownership.
Develop a more proactive servicing culture capable of anticipating investor needs rather than operating primarily in response mode.
Strengthen connectivity with investment and commercial teams so that Client Servicing understands fund developments, client priorities and upcoming activity early enough to prepare effectively.
Scalability, Technology & Future Operating Model
Define the Client Servicing transformation and technology roadmap in partnership with IT and relevant operational stakeholders.
Identify opportunities to industrialise and automate manual activity, including the effective use of AI, while preserving a high-quality client experience.
Coordinate improvements to client-facing and operational tools, including investor portals, digital KYC solutions, reporting and transfer-agent workflows.
Ensure technology initiatives are driven by an end-to-end view of the function and avoid fragmented or overly local solutions.
Business Partnership & Product Development
Act as a senior partner to Sales, Product, Investment, Operations, Legal and Compliance teams when new strategies, funds or distribution initiatives are being developed.
Assess the operational implications of new products and client channels, including capacity, onboarding complexity, reporting requirements and service-provider dependencies.
Provide a clear Client Servicing perspective in strategic discussions and challenge proposed approaches where operational constraints or client risks need to be addressed.
Support disciplined fund-closing processes and provide reliable visibility to Senior Management and Sales on onboarding progress and expected timelines.
Team Leadership & Development
Lead, coach and develop Client Servicing professionals across multiple locations, building a culture of ownership, collaboration and proactive communication.
Play an active role in resource planning, recruitment, onboarding, performance management, talent development and succession planning.
Protect and support the team in a high-pressure environment by translating senior stakeholder demands into clear priorities and constructive action.
Operate as a genuine player-coach: remain sufficiently close to the work to intervene directly on critical client, onboarding or reporting matters when required.
THE PROFILE:
Senior-level experience within Client Servicing, Investor Relations, Client Operations or a closely related client function within asset management, private markets or another sophisticated investment environment.
Approximately 12+ years of relevant professional experience, with the credibility to operate at senior international level.
Demonstrated leadership of meaningful teams, ideally across multiple locations or jurisdictions, with a strong record of coaching, developing and retaining people.
Deep practical understanding of investor onboarding and recertification, AML/KYC requirements and the judgement required to manage complex or non-standard investor structures.
Credibility when dealing with transfer agents, administrators, banks, Compliance and Legal teams, including the ability to negotiate solutions rather than simply apply procedures.
Strong understanding of investment-fund structures and the ability to absorb technically complex or unfamiliar arrangements quickly.
Experience managing demanding institutional or sophisticated private clients and resolving high-pressure situations with confidence, discretion and accountability.
Evidence of process improvement, transformation, automation or technology-related change, with the ability to translate a strategic vision into a practical roadmap.
A hands-on, entrepreneurial and non-hierarchical leadership style, with the willingness to become personally involved when the situation requires it.
Excellent written and verbal English and the mobility to engage teams, clients and stakeholders internationally.
THE OFFER:
Take on a genuine global leadership mandate within a major international alternative asset manager.
Shape the Client Servicing platform required the next phase of international growth, product expansion and increasing investor volumes.
Build Luxembourg into a stronger centre of expertise for investor onboarding, servicing and operational coordination.
Influence the future operating model across people, processes, service providers, technology, automation and AI.
Work across a broad and technically sophisticated investment platform with direct exposure to Senior Management, Sales, investment teams and sophisticated international clients.
Join an entrepreneurial environment where initiative, accountability and the ability to challenge the status quo are actively valued.
Create a visible and lasting organisational legacy by moving the function towards a more scalable, proactive and institutional-quality client experience.
Greenfield is an independent, fully licensed, full-suite talent solutions firm in Luxembourg. We are a single trusted partner across every hiring need: Interim & Consultant Supply, Permanent & Executive Solutions.
Your trusted partner for talent and careers in Luxembourg.
Greenfield Luxembourg are an equal opportunities employer and welcome applicants from all sectors of the Community. Due to the nature of our client engagements, we are however unable to support applicants that are outside of our core market areas; and/or do not have an existing eligibility to work in Luxembourg or are not EEA/EU/Schengen Citizens. We are unable to provide work permit or visa sponsorship opportunities.