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

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

• Ensuring 100% of the FO & Risk domain tickets are allocated to the analysts according to client SLA commitments
• Enabling analysts to resolve tickets according to SLAs (time to acknowledge, time to deliver)
• Capacity & ticket 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 a training plan for new joiners and analysts – including embedment into 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 be 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 in 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