About the Opportunity

Title                 Associate, Client Relationship Management       

Department    European Client Relationship Management

Location          Luxembourg

Reports To      Head of Client Relationship Management, Central & Northern Europe

Level                Associate

Please note that this role is offered on a fixed-term contract until December 31st 2027 to cover a period of maternity leave.

We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our Client Relationship Management team and feel like you’re part of something bigger.

About your team :

The European Client Relationship Management team (“CRM”) is based in Luxembourg, London, Milan, Paris and Kronberg (Frankfurt), and oversees client take-on and client service for a diverse range of clients including financial institutions, insurers, wealth managers, asset managers, pensions funds, central banks, sovereign wealth funds and large corporates investing through the Fidelity funds as well as through segregated mandates.

The CRM acts as unique interface between the Clients, the Sales Offices and all the internal operational departments and provides high standards services to our Clients based in Europe and Latin America by ensuring a smooth onboarding and managing any operational the Client may have during their investments life-cycle.

The overall mission of the team is to position Fidelity at the leading edge of customer service to Clients in Europe.

About your role :

Reporting to the Head of CRM - Central & Northern Europe,  this role will focus on servicing clients in the Central region markets (Switzerland, Austria & CEE). The candidate will operate as a contact to ensure clients’ satisfaction throughout the client lifecycle, including both initial on-boarding of new clients to existing relationships, to ongoing administration and servicing. The CRM is responsible to provide support, guidance and to assist in resolving any Clients’ queries.

The individual will have opportunity for client contact and help co-ordinate internal resources to meet the client requirements, as well as an opportunity to understand the extensive wider operational business as part of the Client onboarding, servicing and change management role.

In addition to this, the candidate can add value through managing other ad hoc projects and initiatives which positively impact the business and / or client experience.

The successful candidate will make a key contribution to the development of the client relationship and Fidelity’s Business goal of retaining and developing every client we win.

This role will be based in Luxembourg and will support the Central region Sales team, with stakeholders spread across CE and throughout the wider operations team globally.

Your key accountabilities :

• Proactively manage client activities / requests, ensuring deadlines are met, as well as responding to client enquiries or requests via the Sales team as they arise, including the oversight of the assigned mailbox and dealing NIGO queues.. This could include liaising with the senior team members for customised reporting, ad-hoc information requests.

• Ensure compliance with Anti Money Laundering requirements for existing clients in accordance with the Group AML Policy and the department procedures.

• Manage new client implementations, existing client change activities and client terminations in line with procedures and policies.

• Work alongside other Client Relationship Managers within the team in their client account co-ordination and query / problem resolution, including anticipating evolving client needs and developing innovative solutions to meet them, contributing recommendations to strategic client service plans and directly supporting the client administration and quality assurance for any service provided by other internal support functions.

• Identify client service trends and evolve client service practices, policies, procedures and standards by identifying opportunities to improve client engagement via ongoing client feedback and from Client Service Reviews.

• Take full ownership of client issues and complaints from identification to resolution by working closely with internal partner teams.

• Support team workload management and act as back up capacity where volumes require.

• Collaborate with global servicing counterparts and internal partner teams to identify and drive improvements to the global servicing platform including implementing the required changes.

• Analyse data and compile relevant and timely management information on all aspects of client service and assisting with preparation of other metrics and papers.

• Maintain accurate and consistent records of client interactions in Salesforce.

• Comply with operational risk controls and continually reassess operational risks, considering the changing economic, market and regulatory conditions, operating policies and procedures, and the impact of new technology.

• Participates in educational opportunities to continuously develop market / client service / competitor knowledge through reading professional publications, attending industry events / conferences / forums, attending courses, maintains an awareness of latest technology trends and applications and feeds information back to relevant internal projects / initiatives / partner teams.

As part of your role you will ensure that all interactions with clients (distributors, fund buyers/3rd party asset managers, institutional) are handled in a timely manner with a quality of response that continually exceeds their expectations.

About you :

The candidate must show strong interest for the Asset Management industry, high flexibility and maximum commitment to the company's clients and goals. The resource will join a highly dynamic team, so it is essential to be ready to join new challenges and demonstrate willingness to continuous learning and day by day improvement.

Desirable skills are:

• University Degree, ideally in Business Administration, Finance, Economics, or other related studies
• A first relevant experience in a European Client Services position or in a similar role within the Financial services industry
• Strong operational background, ideally with knowledge of the mutual fund industry, including Sub-Advisory Business, distribution platforms, transfer agency operations and Institutional Market
• Experience in collaborating with international operations and customer facing teams, exposure to other cultures/countries
• Can-do attitude with the ability to set priorities
• A 'self-starter' but also a standout colleague able to build close working relations across Europe
• Strong networking skills and customer service orientation
• Dedication to accuracy, timeliness and high productivity while working under pressure to meet deadlines
• Fluent spoken and written English and Polish. Knowledge of additional languages such as German, Czech or Hungarian would be considered an asset.
• Professional qualifications desirable (e.g. IMC / IAC / CFA Foundation).

Feel rewarded :

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

Please note we are committed to providing equal opportunities to all candidates, regardless of background or identity. We value diversity and strive to create an inclusive environment where every individual can thrive and contribute with their unique skills.