Client Service Support Specialist

Job Title: Technical Client Onboarding

Corporate Title: Analyst

Location: Mumbai, India

Role Description

About DB CIB Centre

Corporate and Investment Banking (CIB) Centre, Mumbai is a wholly owned subsidiary of Deutsche Bank and serves as a talent pool for DB's Corporate and Investment Banking team across the world. The Corporate and Investment Banking team contributes to a significant portion of Deutsche Bank's revenues and profits. Deutsche Bank is one of the leading Corporate & Investment banks globally and a key player in the global financial sector.

Objective of the position

The Technical Support role is to on-board clients into various Corporate Bank platforms by

• Providing technical / functional support for End to End customer testing,
• Validation of financial message format for customers & the bank in Production & Test environments, focussing on XML, CSV, iDoc, EDIFACT,
• Monitoring of Certificate expiry, Coordinate Certificate Renewal between Client and L2/Productions, Coordination and execution of setup change,
• Level1 support for clients call / queries to resolve them by initiating queries within Deutsche Bank’s organization, and revert with a final response.

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

• Manage a portfolio of client projects and end to end implementation of mandates. Working closely with the Sales team in understanding client requirements for products / services / solutions towards managing post-sales relationship with customers
• Executing Service Level Agreements and other product-specific documentation requirements with customers
• Coordinating with the Operations team for smooth start-up of services
• Manage team and support them on training / Knowledge sharing
• Be part of the agile team as an Implementation Owner to deliver the product build to support the business growth and strategy
• Implementation of cash management solutions that include Electronic Banking/ ERP interfaces / Hostto-Host connectivity / Services, Payables, Receivables and Liquidity Management. • Supporting existing customers on cash management platforms and back office administration relating to cash management solutions.
• Act as contact person (entry point) for client’s (internal and external) technical support across all involved Deutsche Bank areas and coordinate communication to client. Initiates and coordinates the technical investigation within the Global Implementation & Service organization, follow-up with customer as agreed, escalate if necessary, provides final feedback to the customer.
• Analyze and deal with complaints from internal and external clients, to ensure that the original Deutsche Bank commitment is accomplished and the client satisfaction and loyalty is restored.
• Discussion with Implementation Managers/Customers on connectivity requirements for Host-Host and API solution
• Understanding the various communication Protocols and API (Application Programming Interfaces) supported by the application and suggest the suitable solution
• Sending the required set-up forms and verify once received
• Analyse and resolve connectivity issues as part of customer testing (including understanding of LOGfiles)
• Configure all Test systems & servers including routing rules, PKI, Digital Certificate with SSL/Sign & Verify/Encryption/Decryption mapping
• Support Customer Testing and get the sign-off
• Coordinate with Infra. teams on Firewall opening request/UNIX user creation for customers to connect
• Understand various financial message / transaction file formats (especially XML) to be tested for compatibility with bank’s systems
• Production cut-over activities to be handled and provide all technical and functional parameters as part of Change Request to production team and get all necessary approvals
• Coordinate the set-up of clients/accounts in production environment
• Perform production set-up verification
• Perform hand over procedures to Production Management Team
• Support Penny Testing along with Production Management/Implementation Manager and customers
• Plan, document, track and manage the Client Adoption requests and discuss the priorities when the demand exceeds capacity
• Perform server maintenance sanity checks
• Coordination of Testing activities with multiple back-end application teams
• Conduct regular calls with Implementation Managers on regular basis
• Support all regions including US/AP/EU in various shift
• Raise PKI certificate request and provide the public certificate chain to customers
• Receive and validate all signed-forms from customers(PKC and CSR confirmation)
• Solve production issues as part of API and DBDC L1 and/or coordinate with respective L2/L3-Teams in 24/7 mode.

Your skills and experience

• Hands-on experience in Cash / Trade / Custody Application Support
• Hands-on experience in UNIX
• Hands-on experience in various communication Protocols (SFTP, AS2, HTTPS, FTPS, etc.)
• Hands-on experience with Core Java
• Hands-on experience in Oracle
• Hands-on experience in Firewall opening & networks
• Hands-on experience in various file / message formats
• Knowledge on various compression, encryption techniques
• Knowledge on SSL and SSH authentication Knowledge on Webmethods

Competencies

• Strong communication, psychological and writing skills
• Strong client focus with the ability to balance between DB interest and client’s interest
• Good organizational skills and a high attention to detail
• Ability to work under pressure and to deliver to tight internal and client deadlines.
• Strong self-motivation, self-judgement and pro-active attitude and approach.
• Motivates and reinforces teamwork and works well with others.
• Passion

Your Profile and background

• Bachelor/Master Degree in Computer Science (preferable) or equivalent
• A proven track record in Customer Service is required over at least a 2 year period in a Corporate Investment bank.
• An understanding of Cash Management and associated products, preferable in an International Corporate Investment bank. (global domestic clearing systems and payment mechanisms. Including an awareness of new developments in the marketplace – e.g. API)
• Languages: English (fluent in writing and speaking)

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.