Client Service Analyst 0-3 Yrs

Note Specific mandatory skills Basic communication skills since this would involve interaction with clients Experience range Ideally should have some experience and knowledge of Finance Open to considering fresher candidates Yes No Ideally should have some experience and knowledge of Finance Open to considering fresher candidates Yes No Ideally should have some experience and knowledge of Finance Open to considering relocation non-local candidates Yes No To be based out of Mumbai - NKP Office and hence no relocation Contract duration 8 months Shift timings 9 AM - 7 PM should be flexible for extended working hours as required in case of any work that is pending to be completed Number of days work from office Work from office profile Description To support all clients of Securities Services SeS - GTB for India Will be one point of contact for any Custody and Fund Accounting related requirements for all clients To ensure to client satisfaction with respect to services offered under the contract and to ensure all queries and complains are attended and resolved without any escalation To support SeS clients on all aspects that needs to be done to manage clients once a deal is won on-boarding migration managing day-to-day queries Due Diligence Visits reviews etc As with client queries inquiries all complaints to be logged with the Client Manager CM for his her own set of allocated clients Depending on the severity of client s query complaint or issue CM must coordinate with the related parties within the Branch to pro-actively resolve the matter to the satisfaction of the client Any issues involving potential losses to be escalated to immediately senior Head - Client Management If required coordination may extend to Head - Client Management SeS Head - Business or Head - Securities Services India Managing E-mail responses to clients attending to Verbal telephone queries from clientsHold Client Meetings at their office or in premises with pre agreed dashboard including but not limited to client metrics query TAT quality reduction complaints requirements appreciations Navigating within various departments within Bank to crater client requirementsResponsibility of Client Service ManagerTo ensure to client satisfaction with respect to services offered under the contract and to ensure all queries and complains are attended and resolved without any escalation Ensure client requirements pertaining to onboarding of new schemes are completed seamlessly without escalation Ensure No revenue leakage follow up for Outstanding fees Target to ensure NIL overdue fees from clients and avoid amounts going into provisions Ensure all clients are on-boarded on electronic channels for straight through processing STP Ensure compliance Nil escalation to KYC MIFFID and any other regional projects assigned to Client Manager Ensure Nil escalation adverse observation w r t audit compliance w r t statutory system internal concurrent regulatory SEBI Audits Upon receipt of any query complaint the same needs to be immediately intimated to relevant teams via e-mails or internal meetings as appropriate CM to ensure obtain all the necessary details and information from the client and document all surrounding circumstances of the query complaint for a comprehensive understanding and evaluation of the situation Review investigate client query complaint raised and discuss with the relevant internal departments as necessary Devise measures to address the query complaint to the satisfaction of the client Escalation of the query complaint to supervisor and discussion of recommended measures For critical issues that involve potential exposure or losses subsequent escalation to Head Senior stakeholders at SeS Subject to decision of Supervisor Head of Department consult with Legal and Compliance Involvement of SeS seniors as necessary Ensure that query complaint is resolved in 24 hours else is escalated to SeS Client Management - Head via e-mail Reasonable Holding Response should be sent to the client with the information on efforts involved Communicate results of the discussion i e recommended resolution to the client together with immediate superior Head post discussion internally before reaching out to client Client manager needs to ensure that mutually agreed decisions are implemented by operations team client is updated on the same as per pre agreed frequency Queries Complaints that could result to a financial loss needs to be first discussed internally with respective Business Head SeS India Head post that the same needs be reported to SeS Regional Management Nil escalations client complaints in case of in out transitions Your skills and experience Basic knowledge of Custody and Fund Administration Familiarity with Client Management aspect Knowledge of Capital Market Knowledge of basic Microsoft applications like Excel word power point Relevant experience of minimum 0 to 3 years