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

Job Description

Client Service Manager - Team Leader at EDB Sofia

Do you have extensive experience of managing client relationships, the services they subscribe to, ensuring service excellence, and are you looking for a new opportunity in Sofia? Apex Group is seeking a flexible, full-time Client Service Manager Team Leader, who will be responsible for 2 additional team members, while reporting to the Head of CSM Luxembourg. The role comes with 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 own a portfolio of clients with responsibility for ensuring delivery of best-in-class service and strive to achieve 100% client satisfaction by building deep and meaningful relationships with key contacts within a client’s organization. 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 key stakeholders to ensure we provide a seamless client experience. You will also inspire change through innovation and transformation, modernizing the client experience whilst executing against the bank strategy.

Working Conditions:

This role requires a full 5-day in-office working week, promoting a collaborative and engaging workplace atmosphere.

As a Client Service Manager Team Leader, you can expect to:

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

expectations exceeded.

• Coordinate onboarding of new clients and ensure smooth transitions.

• Analyze client feedback and implement service improvements.

• Collaborate with internal departments (e.g. Onboarding, Finance, Depositary,

Custody etc.) to resolve client issues.

• Monitor team performance and implement strategies for continuous

improvement.

• Work collaboratively with key stakeholders, internally/externally, to effectively

resolve client issues/escalations.

• Along with the Head of CSM Luxembourg; Conduct regular team meetings,

performance reviews, and training sessions.

• Analyse and interpret client data to identify trends, collaborating with other

members of the Client Service team and broader Apex Group client facing units.

• Prepare and maintain team schedules, workload distribution, and resource

planning.

• Track and report on key performance indicators (KPIs) and service level

agreements (SLAs).

• Ensure timely and accurate documentation of client interactions and service

activities.

• Oversee the preparation of client reports, presentations, and service reviews.

• Maintain compliance with internal policies and external regulations.

• Manage administrative tasks such as time tracking, leave approvals, and expense

reporting.

This list is not exhaustive as the role can change over time, depending on changes in clientele and the bank’s goal’s and aspirations.

To apply for this Client Service Management role, you will need a degree in Business Studies or a comparable qualification. You will also require the following:

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

• 5+ years of experience in client service or account management, with at least 2

years in a leadership role.

• Strong interpersonal and communication skills.

• Proven ability to manage teams and resolve conflicts.

• Proficiency in Microsoft Office Suite, and reporting tools.

• Excellent organizational and multitasking abilities.

If you’re looking to make a positive impact and create change, possessing an inclusive and committed approach, you'll be rewarded with an excellent salary and benefits package. As a truly global business, we tailor benefits to each location to safeguard our people and respect local cultures and ways of working. Our people are our greatest asset, and we invest in talent development. Join our global network, and you will benefit from education support, sponsorship and in-house training programs.

Don't hesitate to please get in touch with our Apex Group's team today to apply and register your interest for this full-time Client Service Management Team Leader position in Sofia. We're looking forward to meeting you.

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.