Reports to: Team Manager - Legal & Compliance

Profile: You have at least 2 - 3 years' experience in the legal/secretarial department of any organisation or have worked in a law firm. 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 speak English fluently.

Responsibilities:

• Manage the legal, secretarial, and corporate requirements for approximately 100-150 entities across Europe within the Real Estate Industry.
• Organize board meetings, prepare board minutes, and oversee their execution.
• Coordinate with service providers for board meetings of non-Luxembourg-based entities and review the minutes for accuracy.
• Review project structure charts (SC) and provide updates on any changes during the quarter.
• Draft loan agreements and shareholder resolutions for contributions, approval of financial statements, review legal documents from external parties, and ensure their accuracy.
• Oversee restructuring and financing activities in collaboration with internal teams and external advisors.
• Maintain and update the company database/repository and assist with virtual archiving processes.
• Act as the corporate officer of the entities assigned post the acquisition, managing their corporate lifecycle until the entities are disposed of or sold.
• Collaborate with cross-European, UK, and internal management teams, as well as service providers and advisors, to ensure efficient corporate governance for all projects and entities.
Liaise with finance, tax, acquisition, and disposal teams for day-to-day operations and to incorporate advice into legal documentation.

Other skills:

• 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;
• Excellent communication skills;
• Fluent English, any other language will be an advantage (especially German, French or Spanish);
• Total proficiency with MS Office standard applications;
• Experience working with and maintaining strong professional rapport with lawyers, auditors, notaries, service providers.

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

• 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

• 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

Deliver


NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

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