Head of Front Office and Risk - Client Services H/F

Head of Front Office and Risk - Client Services H/F

CDI

Missions

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 embedments 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

Paris

Relevant university degree, preference for finance, mathematics, physics, computer science, or related degrees

3 - 5 ans

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

• Excellent client-facing communication, stakeholder management and presentation skills.
• Track record of translating technical issues into business impact and recommendations.

Leadership & soft skills

• Coaching and mentoring experience; proven ability to build high-performing teams.
• Strong organizational skills and the ability to manage competing priorities in a fast-moving environment.

Technical skills

• 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