Client Service Analyst

Job Title: Client Service Analyst

Location: Mumbai, India

Role Description

Client Service is responsible for retaining, growing and developing strategic client relationships for a portfolio of (country, regional or global) clients for which they have primary service coverage responsibility, in line with applicable internal policies and external legal/regulatory frameworks.

Work includes:

• Facilitating interactions with new and existing clients
• Liaising with clients and supporting their account related queries
• Building relationships and operations where needed
• Ensuring adherence to internal policies and external legal/regulatory frameworks

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

• Provides support to clients on all day-to-day, service-related queries applying the highest standards; Works closely with, but not limited to, onshore teams like Coverage, Sales, Product Managers and Operations to promote Corporate Bank and resolve roadblocks 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 clients.
• Coordinates and aligns closely with offshore Implementation Team.
• Provides technical support for electronic banking platforms and self-service apps.
• Escalates issues to onshore teams in timely manner to manage client expectation & relationship.
• Escalates issues with respective L2 / L3 support teams if needed.
• Work closely with onshore teams on E2E procedures and processes.
• Prepares and provides MIS reports, internally / externally.
• Contributes to Continuous Improvement activities leading to operational efficiencies

Your skills and experience

• Have a minimum of 5 to 8 years’ client services experience in the Securities Services business covering Custody & Clearing and preferably Fund Services.
• Be able to handle/address day to day client queries and liaise with both clients and internal stakeholders related to but not limited to clients’ transactions inquiries, Trade settlements, Cash settlements, FX, Corporate actions, KYC requirements etc. across Global markets.
• Excellent communication skills, teamwork spirit, positive working attitude and experience in managing discussion with clients.
• Ability to build relationships by communicating, influencing, and negotiating effectively with internal stakeholders and Clients.
• Be pro-active and able to resolve and respond to clients’ queries and issues within the agreed SLA.
• Diligent to ensure quick escalations on key client issues requiring senior management attention.
• Strong time management, organizational, planning and follow-up skills, ability to multi-task effectively.
• Be independent, self-starter and able to liaise with clients and internal stakeholders including senior management.
• Required excellent team member who can work in virtual global teams and a matrix organization.
• Proficient in MS-Office applications, especially excel.
• Dynamic thinking and highly adaptable to constantly changing environment.
• Ability to work with information/files receiving from multiple directions and able to observe trending during the massive data pool.
• Able to work under pressure and meet deadlines.
• Eye for detail and willingness to STP / change the process wherever required.

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:

https://www.db.com/company/company.htm

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.