Client Service Manager, AVP

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, tax payments, proof of payments, GIRO/MEPS payments, BACS recall of funds, FX transactions, statements/advices, Standing order/Direct Debits CHAPS/Faster payments, billing, Cash pooling, Cheque book/Payin slip requests, 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 8-15 years in servicing corporate clients or in a financial institution in a client facing role.
• 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