Custody Customer Service Manager
4 weeks ago
Key Accountabilities:Achieve consistently high performance service levels of all major clients.Liaise with SEBI, RBI and Depositories to keep abreast of changes and updation of our operational procedures.Achieve high satisfaction ratings in client due-diligence visits, surveys and market surveysSupport custody product owner and Head, Custody in revenue-engineering activitiesQuarterly marketing event with intermediary channelsUpdate market guide on regular basisNegotiate solutions and acts as a liaison with internal and external customers, as necessaryEnsure essential procedures are followed, contribute to defining standardsAppropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding DBS, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as have accountability to maintain these standards.
Job Duties and Responsibilities:Establish good working relationship with reputed FI clients including FPIs & PEsEstablish good working relationship with the depositories, SEBI and RBIGuide client on documentation associated with FX processing including guiding and assisting client on FC-GPR / FC-TRS reportingConduct marketing events on Quarterly basis for intermediariesResponsibility for ensuring that the compliance of all procedures with banking/statutory requirements and securities industry are updated as per market developments.Participating in projects affecting custody processes arising from new/revised business areas.Initiate continual enhancements to productivity and quality of service in line with developments within Processing & Services Group and the BankPlanning for operational changes to meet securities and custody market developmentsEnsure prompt responses to clients’ queries (24-hr turnaround / acknowledgement).Work with the client on account structure so that the account registration process with SEBI / RBI is smooth.Liaise with client on the account opening document requirements.Ensure that the transition of new business is smooth.Offer innovative solutions to provide clients with value-added services, in consultation with product / operations.Prepare responses to issues and presentation slides for clients’ service reviews and due diligence visits.Liaise with other sections within branch, with Head Office on regulatory or operational issues impacting credit arrangements and overall Bank relationshipKeep abreast of market developments and keep the clients updated on the same.
Experience:Non-technical Experience:Problem solving, management andLeadership skills.Customer/Business Focus,Teamwork & Collaboration, Change/Innovative Skills
Technical Experience:Good market and regulatory knowledge of FX transactions including Foreign Investment regulations /FEMAKYC of Funds
Years of Experience:3-5 years in FX operations for Graduates/Post Graduates2 years in managing client’s One-Off Transactions and documentation associated with FX processing and FC-GPR / FC-TRS reporting
Education / Preferred Qualifications:3-5 years of experience in servicing custody and derivative clearing clientsGood university degree or equivalent majoring in Business Administration, Financial Accounting, Science, Engineering or equivalent with some financial/banking experience preferred.Degree in Securities Law is preferableShould be street smart with good communication skills
Work Relationship:Superior(s) : Direct SuperiorPeers : IT Support, Operations Team, Marketing, Finance & Controls, Systems and other branch sectionsExternal Parties : Depositories, SEBI, RBI, Exchanges, Auditors, Clients, Legal, Brokers, Other Custodian Banks, Correspondent Banks, Authorities and Head Office
DBS India - Culture & Behaviors:DBS is committed to building a culture where all employees are valued, respected and their opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Expected value driven behaviors are:Demonstrate Business Performance through PRIDE 2.0 Value Based PropositionsEnsure Customer Focus by Delighting Customers & Reduce ComplaintsBuild Pride and Passion to Protect, Maintain and Enhance DBS’ ReputationEnhance Self Knowledge, Skills and develop Competencies aimed at continuous improvementMaintain the Highest Standards of Honesty and Integrity.
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