Liudmila Pavlova is a Client Services Senior Manager at Centralis Luxembourg.
Can you tell us a little about you and your role as a Client Services Senior Manager at Centralis?
In my role as a Client Services Senior Manager, I oversee the activities and output of a Client Services team of five people, ensuring continuous and high-quality service to one particular Centralis client. I constantly look for ways to improve services, train team members to promote autonomy and ownership, and ensure internal policies and procedures are followed. My day involves a lot of coordination and communication, which I love, to maintain and develop business relationships with the client. I am also part of the Centralis ERP implementation team, which brings different kinds of challenges and keeps me motivated.
How long have you been with the company, and what has your career journey been like so far?
I have been with Centralis for seven years, celebrating my anniversary on 21 December. Moving from Dublin to Luxembourg on 20 December and starting a new job the next day was not easy. But I was fortunate to have great mentors who taught and challenged me at the start. That challenge, combined with resilience and tenacity, got me to where I am today, and I am not stopping here.
What do you enjoy most about working in Client Services?
The variety and continuous learning opportunities, but mostly the rapport you can build with team members and with the client. It makes coming to work much more enjoyable and, I firmly believe, makes the work more effective and efficient with higher-quality output for the client. Some may say Client Services is the same thing over and over and, to some extent, that is true, but it is also an environment where you are exposed to many industries and professionals from whom you can learn and apply that knowledge in daily life and day-to-day work.
Can you discuss the challenges you face in your role and how you overcome them?
The biggest challenges for me are managing effective communication between team members and ensuring that I motivate and inspire my team. To succeed, I try to make my verbal, written, and non-verbal communication clear, firm, and precise while still relatable and not patronising. I am empathetic, treat everyone with the same respect I would like to receive, and never put myself above anyone else. I try to lead by example in how I communicate and express opinions. I ensure the team receives constructive positive and negative feedback, and I always stand up for them because I know the hard work done in the background. It is hard to say how I motivate and inspire, but I hope that resilience, dedication, and focus on excellent outcomes help set the tone.
How do you ensure that you and your team provide excellent Client Services to Centralis clients?
Somewhat a little from all the above: efficient communication between team members, readiness to jump in and cover when someone needs help, accountability for the work, learning from mistakes, and doing better next time. It is also about maintaining a friendly, open environment where everyone can express ideas and opinions, and where those ideas are discussed, analysed, and implemented.
Can you discuss the importance of building and maintaining strong client relationships?
Building and maintaining strong client relationships is key to the success of any business. In Luxembourg, where the market is competitive and broad, this is especially important. If you build relationships based on trust and care, you are more secure in retaining clients and better positioned to attract new ones, because word spreads. It also makes your work easier and more enjoyable, so it is a win-win for everyone.
How do you stay up-to-date with the latest industry trends and developments in Client Services?
I subscribe to various newsletters from legal and tax advisers. I also try to attend conferences or courses when possible, not necessarily limited to client services. The more awareness and knowledge you have, the better positioned you are as a professional and the better service you can provide.
What is your motto in life or your greatest inspiration?
On inspiration, that is easy: it has always been my parents and their attitude towards work and life values. I have many mottos I can relate to, but recently I heard a phrase that stuck with me: "You eat life or life eats you, so bon appetit!"