Client Implementation Analyst

About DIPL

Deutsche India Pvt. Ltd., Mumbai, a wholly owned subsidiary of Deutsche Bank, acts as a talent pool for the bank's Corporate and Investment Banking team worldwide. This team significantly contributes to Deutsche Bank's revenues and profits. As one of the leading Corporate & Investment banks globally, Deutsche Bank plays a crucial role in the global financial sector.

Objective of the position

The role involves onboarding Corporate Bank clients by:

• Implementing APIs end-to-end.
• Integrating clients technically.
• Managing technical client onboarding.
• Validating financial message formats for customers.
• Monitoring certificate expirations, coordinating renewals between clients and L2/Production teams, and executing setup changes.
• Providing Level 1 support for client calls and queries, resolving issues by initiating internal queries within Deutsche Bank and providing final responses

Your key responsibilities

• Manage Client Projects: Oversee a portfolio of client projects and ensure the end-to-end implementation of mandates.
• Cash Management Solutions: Implement cash management solutions, including electronic banking, ERP interfaces, host-to-host connectivity, API services, payables, receivables, and liquidity management.
• Client Collaboration: Work closely with the sales team to understand client requirements for products, services, and solutions, and manage post-sales relationships.
• Documentation: Execute Service Level Agreements and other product-specific documentation with customers.
• Team Management: Lead and support the team through training and knowledge sharing.
• Agile Implementation: Serve as an Implementation Owner in an agile team to deliver product builds that support business growth and strategy.
• Customer Support: Provide ongoing support for existing customers on cash management platforms and handle back-office administration.
• Technical Coordination: Act as the primary contact for technical support across all involved areas, coordinating communication with clients.
• Technical Investigations: Initiate and coordinate technical investigations within the Global Implementation & Service organization, follow up with customers, escalate issues if necessary, and provide final feedback.
• Complaint Resolution: Analyze and address complaints from internal and external clients to ensure commitments are met and client satisfaction is restored
• Connectivity Troubleshooting: Discuss and troubleshoot connectivity requirements and issues for hostto-host and API solutions.
• Issue Resolution: Analyze and resolve connectivity issues during customer testing, including log file analysis.
• Client Configuration: Configure clients in test systems and transition setups to production after successful testing.
• Digital Certificate Management: Implement digital certificate management and configure encryption/signing using PGP, SMIME, X509, and JWE keys. Infrastructure Coordination: Coordinate with infrastructure teams for firewall opening requests.
• Production Activities: Handle production cut-over activities and verify production setups.
• Testing Coordination: Coordinate testing activities with multiple back-end application teams.
• Regular Communication: Conduct regular calls with Implementation Managers and clients.
• Document Validation: Receive and validate all signed documents from customers before go-live.
• Issue Resolution: Solve production issues in a Level 1 role or coordinate with Level 2/3 teams in a 24/7 mode.

Your skills and experience

• Communication Protocols and APIs: Understand various communication protocols and APIs supported by the application to suggest suitable solutions.
• REST API Integration: Proficient in REST API integration and using Postman. File Transfer Protocols: Hands-on experience with various file transfer protocols (SFTP, AS2, HTTPS, FTPS) or API integration.
• SQL and Unix: Basic knowledge of SQL and Unix is essential.
• Security Protocols: Knowledge of TLS/mTLS, OAuth2.0, bearer tokens, and SSH authentication.
• Networking: Basic understanding of firewall configurations and networks is an added advantage.
• Payment/Reporting Message Formats: Familiarity with various payment and reporting message formats (e.g., SWIFT MT101, MT940, MT942, and MX messages like pain.001.001.02, pain.001.001.03, pain.002.001.03, pain.008.001.02, camt.053.001.02, camt.052.001.02).
• Banking Payment Products: Knowledge of various banking payment products globally (e.g., SEPA, FTS, ACH, UPI, NEFT, RTGS, FAST).
• Corporate Cash Management: Experience in corporate cash management, trade, and custody application support.
• TLS Certificate Management: Experience in TLS certificate renewal and management.
• Encryption/Decryption: Knowledge of encryption/decryption (PGP/JWE) and digital signatures.

Competencies

• Excellent Communication Skills: Strong abilities in communication, psychology, and writing.
• Client Focus: Ability to balance the interests of Deutsche Bank and its clients effectively.
• Organizational Skills: Good organizational abilities with a keen attention to detail.
• Pressure Management: Capability to work under pressure and meet tight internal and client deadlines.
• Self-Motivation: Strong self-motivation, sound judgment, and a proactive attitude.
• Teamwork: Encourages and reinforces teamwork, collaborating well with others.
• Passion: Demonstrates passion in all aspects of work

Your Profile and background

• Education: Bachelors or Masters degree in Computer Science (preferred) or an equivalent field.
• Customer Service Experience: At least 2 years of proven experience in customer service within a Corporate Investment bank.
• Cash Management Knowledge: Understanding of cash management and related products, preferably within an international Corporate Investment bank, including global and domestic clearing systems and payment mechanisms, and awareness of new market developments (e.g., APIs).
• Language Skills: Fluent in English, both written and spoken