Director Client Services

At Vistra our purpose is progress. We believe that our clients have the power to change the world and to do great things for global progress, and we exist to remove the friction that comes from the complexity of global business – to help our clients achieve progress without friction. 😊

But progress only happens when people come together and take action. And we’re absolutely committed to building a culture where our people can do just that.

We have an exciting opportunity for you to join our team as Director Client Services. Reporting to the Executive Director, this full-time and permanent position is based in Luxembourg and offers regional coverage, allowing you to make a significant impact to our operations and its growth.

Key responsibilities

Leadership and Management:

• Lead, mentor, and manage the client services team, ensuring high performance and professional growth.
• Develop and implement client service strategies and best practices to enhance client satisfaction and retention.
• Foster a positive and collaborative team culture focused on exceptional client service.

Client Relationship Management:

• Serve as the primary point of contact for high-value clients, addressing their needs and concerns with professionalism and efficiency.
• Build and maintain strong, long-lasting client relationships through regular communication and exceptional service.
• Anticipate client needs and proactively offer solutions to enhance their private equity experience.

Service Delivery:

• Oversee the delivery of services to clients, ensuring adherence to company standards and client expectations.
• Monitor and evaluate client service processes, implementing improvements to enhance efficiency and effectiveness.
• Ensure timely and accurate resolution of client issues and complaints.

Strategic Planning:

• Develop and execute strategies to grow the client services department and expand the client base.
• Collaborate with other departments, such as sales, marketing, and operations, to align client services with overall business objectives.
• Participate in client visits and developing the client relationship through canvasing their opinions.
• Service provider visits, both existing as well as service providers to be developed and act a deal captain in negotiations.

Performance Management:

• Set performance goals for the client services team and monitor progress against targets.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Utilize key performance indicators (KPIs) to measure and report on the effectiveness of client services activities.

Training and Development:

• Develop and implement training programs to ensure the client services team is knowledgeable and skilled.
• Stay updated on industry trends and best practices to continuously improve team capabilities.
• Encourage professional development and provide opportunities for team members to advance their careers.

Key requirements

• Coordinating and organizing the work of the team including team coverage.
• Ensure team’s effective understanding of specific process and strict adherence to relevant procedures to deliver project.
• Adhere to and promote the culture and conduct approach.
• Comply with regulations, rules and procedures (both internal and external) as applicable to the role and to services delivered.
• Take ownership and act at all times with exemplary, ethics and courage.
• Display the 4 key postures “Be attentive, “be constructive”, “Be proactive” and “Be partner”.
• Identify and monitor the team’s Training and Personal Development needs.
• Proven track record of managing high-value client relationships and delivering exceptional client service.
• Strong leadership and team management skills, with the ability to inspire and motivate a team.
• Strategic thinker with strong problem-solving abilities.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Excellent communication skills, both verbal and written, with the ability to convey complex concepts clearly and convincingly.
• Analytical mindset with proficiency in interpreting data and offering actionable insights to clients.
• Experience in assuming leadership roles and contributing to projects with a direct impact on clients.
• Proven ability to build and maintain positive client relationships, exhibiting professionalism and a customer-centric approach.
• Previous experience in establishing oneself as a recognized industry reference, providing thought leadership, and positively influencing stakeholders.
• Bachelor’s degree in business administration, Private Equity, or a related field; Master’s degree preferred.
• Minimum of 10 years of experience in client services, with at least 5 years in a leadership role within the private equity industry.

If you are excited about working with us, we encourage you to apply or have a confidential chat with one of our Talent Acquisition team members. Our goal is to make this a great place to work where all our people can thrive. We hope you join us on this exciting journey!