Client Service Analyst

Job Title: Client Service Analyst

Location: Mumbai, India

Corporate Title: NCT

Role 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 Candidate /Applicant 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 clients

Hold Client Meetings at their office or in DB 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 requirements.

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

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.

• 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

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.

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.