Client Service Manager

Client Service Manager - Analyst

Job Title: Client Service Manager - Analyst

Location: Mumbai, India

Role Description

About Deutsche Bank

• Positive Impact. It's what drives us. More than a claim, this describes the way we do business.
• Our purpose as a business is to enable economic growth and societal progress. We want to be a bank that creates a positive impact for clients, employees, investors and society.
• We're committed to being the best financial services provider in the world, balancing positive impact with precision to deliver superior solutions for our clients. This is made possible by our people: agile minds, able to see beyond the obvious and act effectively in an ever-changing global business landscape. As you'll discover, our culture supports this.
• Diverse, international and shaped by a variety of different perspectives, we're driven by a shared sense of purpose. At every level agile thinking is nurtured. And at every level agile minds are rewarded with competitive pay, support and opportunities to excel.

Corporate Bank

• At the heart of Deutsche Bank's client franchise is the Corporate Bank, a market leader in risk management for FX and Rates, Cash Management, Lending, Trade Finance, Trust and Agency Services as well as Securities Services.
• Focusing on the treasurers and finance departments of corporate and commercial clients and financial institutions across the globe, our universal expertise and global network allows us to offer truly integrated and effective solutions.

What we'll offer you

As part of our flexible scheme, here are just some of the benefits that you'll enjoy

• Best in class leave policy
• Gender neutral parental leaves
• 100% reimbursement under childcare assistance benefit (gender neutral)
• Sponsorship for Industry relevant certifications and education
• Employee Assistance Program for you and your family members
• Comprehensive Hospitalization Insurance for you and your dependents
• Accident and Term life Insurance
• Complementary Health screening for 35 yrs. and above

Your key responsibilities

• Provide support to Corporate clients on all day-to-day, service related queries applying the highest standards. This will cover CMS products like local & cross border payments, fund release, static updations, account confirmations, proof of payments, BACS recall of funds FX transactions, statements/advices, Standing order/Direct Debits CHAPS/Faster payments, billing, Cash pooling, Cheque book/Payin slip requests, tax payments, etc.
• Works closely with, but not limited to, onshore teams like Coverage, Sales, Product Managers and Operations to promote Corporate Bank and resolve road blocks that hinder closure of deals with thorough understanding of policies and compliance guidelines
• Liaises with overseas teams to ensure globally / regionally consistent high standards in service solutions for all clients
• Manage client queries for countries centrally supported from India
• Coordinates and aligns closely with offshore teams
• Provides support for self-service apps for Corporate clients, where possible
• Work closely with onshore teams on E2E procedures and processes. Escalates issues to onshore teams in timely manner to manage client expectation & relationship
• Prepares and provides MIS reports where required
• Contributes to Continuous Improvement activities leading to operational efficiencies.
• Initiate and works with relevant teams on any projects that will lead to efficiencies in processes and reduction of queries
• Manage administrative tasks for the team
• Take on responsibilities as the dedicated Service Manager for clients
• Manage queries on settlement of trades - Cash, trade and Commodities, follow-up for settlement instructions, documents, status of payment, follow-up with clients for underlying documents
• Engage with stakeholders for Compliance and Audit requirements
• Conduct dipstick surveys, VOCs, Service Reviews and work towards closure of issues/complaints

Your skills and experience

• Graduate/Post graduate with 3-6 years in servicing corporate clients or in a financial institution.
• Basic analytical skills, ability to exercise flexibility with regards to production problem solving
• Excellent communication skills, fluent in English and preferably local language
• Excellent team worker, able to work in virtual global teams and a matrix organization
• Ability to work in fast paced environment, keep pace with technical innovation and maintain a broad understanding of the product offering
• Driven and motivated to work under tight timelines
• Extremely diligent and hardworking to efficiently manage deadlines
• Open minded, able to share information, transfer knowledge and expertise to team members
• Strong team spirit with ability to inspire and influence team members to achieve the team's goals, besides achieving own objective
• Experience in electronic banking support is an advantage
• Excellent skills in using MS Office – Power point and Excel

How we'll support you

• Training and development to help you excel in your career
• Coaching and support from experts in your team
• A culture of continuous learning to aid progression
• A range of flexible benefits that you can tailor to suit your needs

About us and our teams

Please visit our company website for further information:

We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.

Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group.

We welcome applications from all people and promote a positive, fair and inclusive work environment.