Cosec

Title: Team Manager - Legal & Compliance
Reports to: Senior Manager – Legal & Compliance
Profile:
You have at least 9 years’ experience in the legal / corporate department of a fiduciary or have 
worked in a law firm and you have at least 2 years prior experience as a team manager. You are willing 
and looking to consolidate and grow your skills and talents in the long term with a company that 
works in a strong team and results-based environment. You have excellent written and verbal 
communication skills in English.
Responsibilities:
• Oversee a team of professionals who handle corporate secretarial and depository reporting
duties for European companies and ensure good communication with the line Manager and the 
Legal & Compliance team in Luxembourg;
• Supervise the organisation of the quarterly board meeting and minutes drafting processes;
• Organise and supervise the training and development plans of the team;
• Ensure that your team delivers results within established deadlines; 
• Prioritise business and data requirements for reporting purposes by planning and 
coordinating the tasks with the other members of the team;
• Be able to navigate easily through corporate and property documents of different 
jurisdictions, so as to answer reporting requests for European entities;
• Liaise with internal finance, tax, treasury, acquisition and sales teams to ensure clear 
communication and collaboration relating to data, reporting and corporate secretarial tasks; 
• Assist in increasing data accuracy, validity, integrity and consistency within the team and wider 
company.
Other skills:
• Experience in supervising team members;
• Excellent communication skills;
• Experience working with and maintaining strong professional links with other departments and 
external parties;
• Legal background on EU jurisdictions is an advantage;
• Total proficiency with MS Office standard applications;
• Ability to work independently as well as be a team player;
• Able to take direction and ask questions;
• Strong organizational skills;
• Eye for detail;
• Resourcefulness and history of taking initiative.

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Do

• Support process by managing transactions as per required quality standards

  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLA’s defined in the contract 
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting 
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features 
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver