Client Service Manager - EDB

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

Role: Client Service Manager (EDB)

Location: Valencia

Employment Type: Full time Permanent

EDB - European Depositary Bank

Role summary:

Do you have experience of managing client relationships, the services they subscribe to, ensuring service excellence, and are you looking for a new opportunity in Valencia? Apex Group is seeking a flexible, full-time Client Service Manager, this role would report to a team leader in Valencia and ultimately to the Head of CSM Luxembourg. The role comes with the opportunity to work in an attractive salary and benefits package.

EDB, part of the APEX Group, is currently looking to add further bench strength and support within our Client Service Management team.

As a Client Service Manager, you will manage an assigned portfolio of clients and will be responsible for ensuring delivery of best-in-class service, supporting high levels of client satisfaction and building strong working relationships with key contacts within each client’s organisation. As a CSM, you must develop an excellent understanding of the client’s primary business, the products and services they receive from EDB, and collaborate with other EDB and Apex Group stakeholders to support a seamless client experience. You will also contribute to service improvements and support the modernisation of the client experience in line with the bank’s strategy.

Key responsibilities:

• Maintain strong relationships with clients, ensuring their needs are met and expectations exceeded.

• Coordinate onboarding of new clients and ensure smooth transitions.

• Analyse client feedback and contribute to service improvements.

• Collaborate with internal departments (e.g. Onboarding, Finance, Depositary, Custody etc.) to resolve client issues.

• Support the Client Service team in monitoring client service activity, identifying recurring issues and proposing practical improvements.

• Work collaboratively with key stakeholders, internally/externally, to effectively resolve client issues/escalations.

• Analyse and interpret client data to identify trends, collaborating with other members of the Client Service team and broader Apex Group client facing units.

• Ensure timely and accurate documentation of client interactions and service activities.

• Prepare or support the preparation of client reports, presentations and service reviews.

• Maintain compliance with internal policies and external regulations.

This list is not exhaustive and the role may evolve over time, depending on changes in clientele and the bank’s goals and aspirations.

Skills Required:

• Proficient in English business language skills, both written and oral

• 2+ years of experience in client service or account management

• Strong interpersonal and communication skills.

• Proficiency in Microsoft Office Suite, and reporting tools.

• Excellent organizational and multitasking abilities.

What you will get in return:

• Hybrid Working Model

• Private health insurance.

• 27 working days holiday + Public holidays

• Opportunities for professional development.

• Professional Development (CPD) and Study Guidance programs

• Positive and hospitable work environment.

• Opportunity to work with a diverse, agile and global team.

• Exposure to all aspects of the business and cross-jurisdiction.

• A genuinely unique opportunity to be part of an expanding large global business + more

At Apex Group, we are committed to creating a diverse and inclusive workplace. In Spain, this includes our obligation under the LGD to ensure that people with disabilities are represented within our teams. If you have a recognised disability (≥33%), we welcome your application and will provide reasonable adjustments throughout the recruitment process.

Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.