Custody Customer Service Manager

1 month ago

mumbai, India DBS Bank Full time

Job Purpose:
Ensure that all Service Level Standards agreed with various units and clients are met with high levels of integrity and professionalism.
Provide custody clients like FPI, FDI, FVCI, AIF, etc. with a single point of contact on all matters pertaining to the custody FX relationship.
Manage FX booking for custody clients in coordination with DBS T&M
Assisting client on documentation associated with FX processing to meet regulatory requirements including FC-GPR / FC-TRS reporting
Prepare and disseminate custody circulars on market developments, operation changes, regulatory & securities industry updates. Incumbent should be seen by the clients as ‘their’ person in India as they normally would not have a local presence.

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 surveys
Support custody product owner and Head, Custody in revenue-engineering activities
Quarterly marketing event with intermediary channels
Update market guide on regular basis
Negotiate solutions and acts as a liaison with internal and external customers, as necessary
Ensure essential procedures are followed, contribute to defining standards
Appropriately 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 & PEs
Establish good working relationship with the depositories, SEBI and RBI
Guide client on documentation associated with FX processing including guiding and assisting client on FC-GPR / FC-TRS reporting
Conduct marketing events on Quarterly basis for intermediaries
Responsibility 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 Bank
Planning for operational changes to meet securities and custody market developments
Ensure 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 relationship
Keep abreast of market developments and keep the clients updated on the same.

Experience:
Non-technical Experience:
Problem solving, management and
Leadership skills.
Customer/Business Focus,
Teamwork & Collaboration, Change/Innovative Skills

Technical Experience:
Good market and regulatory knowledge of FX transactions including Foreign Investment regulations /FEMA
KYC of Funds

Years of Experience:
3-5 years in FX operations for Graduates/Post Graduates
2 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 clients
Good 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 preferable
Should be street smart with good communication skills

Work Relationship:
Superior(s) : Direct Superior
Peers : IT Support, Operations Team, Marketing, Finance & Controls, Systems and other branch sections
External 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 Propositions
Ensure Customer Focus by Delighting Customers & Reduce Complaints
Build Pride and Passion to Protect, Maintain and Enhance DBS’ Reputation
Enhance Self Knowledge, Skills and develop Competencies aimed at continuous improvement
Maintain the Highest Standards of Honesty and Integrity.

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