Corporate Bank - Customer Service Manager - Associate / Assistant Vice President

Position Overview

Details of the Division and Team:

Deutsche Bank’s set-up includes four divisions that are well-positioned to grow: A Corporate Bank, the Investment Bank, the Private Bank and the asset manager DWS.

At the heart of Deutsche Bank’s client franchise is the Corporate Bank, a market leader in cash management, trade finance & lending, trust & agency and securities services. The Corporate Banking division of Deutsche Bank combines all cash management services for our corporate clients. Cash management has gained in importance and has become increasingly the focus of attention for corporate treasurers over the last years. Deutsche Bank provides our multinational clients with Cash Management solutions tailored to their specific needs, especially electronic banking products, payment services, liquidity management and other value-added services. In order to meet this challenge, optimal combination of products and services with a dedicated Client Deal Team of Sales, Relationship Managers, Implementation, Customer Service, Electronic Banking and Product Managers is a prerequisite. In addition, our intimate understanding of the Cash Management strategy of our clients plays a key role in the successful implementation of Cash Management solutions.

Deutsche Bank offers state-of-the-art Cross Regional Cash Management products and solutions, as one of the major banks on the global scale. Our ability to provide dedicated personal support to Global corporate clients is critical to maintaining our position as a leading major industry player.

This is a client facing job. The Customer Service Manager is responsible to ensure an excellent service to our most important clients on a global or Cross Regional basis, by proactively visiting, monitoring and improving the service levels, building a good understanding of the client’s business as a basis for consultancy on new business and prioritizing issues in day to day business, acting as a sparring partner for internal (e.g. Sales, Implementation, Relationship Management) and external counterparts.

To fulfil the role being the client’s advocate within the global Cash Management organization, the Customer Service Manager will act upon client inquiries or escalations, to resolve them by taking ownership and revert with a final response. Taking care of client satisfaction so that it is easy to do business with DB and our service is the reason to continue banking with DB.

What we will offer you:

A healthy, engaged and well-supported workforce is better equipped to do their best work and, more importantly, enjoy their lives inside and outside the workplace. That’s why we are committed to providing an environment with your development and wellbeing at its center.

You can expect:

• Life Insurance
• Accidental Death Insurance
• Permanent Partial Disability Insurance
• Private Medical Insurance for you, your spouse and dependent children
• Flexible working arrangements
• 30 days of annual paid leave, plus public holiday & Flexible Working Arrangement
• DB contributions to DIFC Employee Workplace Savings (DEWS)
  
  
  

Your key responsibilities:

• R e p or t s t o t he H e a d of Implementation and S e r v i c e for the United Arab Emirates
• Support the Know Your Client (“KYC”) process, in coordination with other Client Relationship Managers where required, with focus on outreach for New Client Adoption documentation.
• M a n a g ement of a p e r so n al p o rt f o li o of clients – predominantly subsidiaries of multinational global brand name clients operating in the country, pro v i d i ng a d y n a m i c, se n s i t i v e & pro f ess i o n al co n t act p oi nt a n d co o r d i n a t or f or a l l t h ei r s tr ate g i c a n d d a y -t o - day banking and ser v i ce n e e d s.
• A s t he d e d i cated f oc a l p oi nt a n d t he f ace of D e u t sche B a n k C ash M a n a g emen t , r ec ei v e e n q u i r i es f r om se l ected c li e n t s a n d r es p o n d i mm e di ate l y or h a nd o v er t o t he a p propri a t e o p era t i o n al u ni t s f or h a n dli n g , uti li z i ng o u r w eb b a sed tr ac k i ng & m o ni t ori n g t o o l t o c o - ord i n a t e, f o ll ow up a n d pro v i de s t atus u p d a t es and f i n a l r es ol uti o n t o t h o se cl i e n t s.
• L i a i se c l os el y w i t h g l o b al & r e g i o n al C ash M a n a g ement Im p l emen t ati o n, S a l es, P r o d uct M a n a g ement a n d se r v i ce t e a m s i n a d y n a m i c i nte r n a t i o n a l e n v i r o n m e n t.
• Visit c li e n t ’ s m a i n o ff i ces t o co n d u ct c li e n t q u ali t y ser v i ce r e v i e w s b a sed on pr e - a g r e e d q u ali t y i n di cato r s t o d i scuss c li e n t ’ s C ash M a n a g ement ser v i ce e x p e r i e n ce on a g l o b al l e v el a n d t o asc e rt a i n that the c li e n t e x p e c t ati o ns r e l ati v e t o the q u ali t y of d a y -t o - d a y custo m er ser v i ces are co n t i n u o u s l y m et. F a c ili t ate i nte r n a l pr e -m e e t i ng bri e f i ng sess i o n s w i t h a l l k ey s t a k e h o l d e r s pri o r t o such m e e t i n g s i nc o r p o r ati n g d a t a g athe r i n g , prepara t i o n , k ey s tr ate g y m ess a g es and f o ll ow up.
• G a i n a comp r e h e n s i v e acc o u n t o v er v i ew on comp l ex a n d custo m i z ed cash m a n a g ement so l uti o ns a n d pro v i de a proac t i v e ser v i ce, e. g . pro v i de r e com m e n d a t i o n s f or ser v i ce a n d a u t oma t i on i m pro v emen t s.
• P r o v i de l oc a l ass i s t a n ce / su p p o r t f or t he C r oss R e g i o n al custo m er ser v i ce t e a m n e t w ork w h e n r e q u i r ed.
• P r o a c t i v e l y m o ni t or i m p o rt a n t tr a n sacti o ns ( n e tt i ng r o u n d s).
• C r e a t e a n d m a i nta i n d e t a il ed s er v i ce p l a n s f or c li e n t p o rt f o li o w h i ch co n t a i ns d e t a il ed i n f or m ati o n on t he C ash M a n a g ement sco p e f or t he c li e n t.
• R es p o n s i b l e f or b illi ng r e v i e w s, ne g oti a t e a n y d i sc r e p a n c i es f o u nd w i t h S a l es a n d c li e n t a n d co o r d i n a t e t he pric i ng cor r ecti o n in t he v ari o us count r i es.
• I d e nti f y c r oss - se lli ng o p p o rt u ni t i e s a n d t o l i a i se w i t h Sa l es abo u t f ur t h e r f o ll o w - up D a il y O p e r ati o n a l M a n a g ement.
• A ct as k n o w l e d g e o w n e r a n d li a i son b e t w e e n I & S t e a m s a n d P r o d uct M a n a g ement f or d e d i cated su b j ects.
• R es p o n s i b l e f or u p d a t i ng s t a n d a r d opera t i ng proced u r es ( f or m a l / i n f or m al processes).
• I n i t i ate, co o r d i n a t e a n d m o ni t or ser v i ce i m pro v emen t s a n d e ff i c i e n c i es ( i . e. i n f l ow r e d ucti o n) t h a t b e n e f i t t he c li e n t a n d/or t he b a nk by acti v e l y li a i s i ng w i t h r es p o n s i b l e s t a k e h o l d e r s l o c a ll y or g l o b a ll y.
• A ct in li a i son w i t h t he other d y n a m i c Cli e n t D e a l T e a m m embers. D uri n g t he h a n d o v er p h ase t o C usto m er S er v i ce, to l e a d t he Cli e n t D e a l T e a m , ar r a n g e a n d ch ai r s ( c li e n t ) m e e t i n g s, such as t he k i c k - o f f m e e t i ng , pro g r ess m e e t i n g s and i n t ernal m e e t i n g s w i t h s t a k e h o l d e r s. T h i s i s d o ne i n co - ord i n a t i on w i t h Sa l es, Im p l emen t ati o n and C o v era g e t e a m.
• Management of credit relevant topics in close connection with local/ regional CRM Team.
• Responsible for complaints handling and logging.
  
  
  

Your skills and experience:

Personal competences

• Strong client focus and experience in dealing with multinational clients
• Knowledge of Cash Management / Corporate Banking products
• Comprehensive knowledge of regulatory requirement and corporate KYC process & client adoptions.
• Ability to balance between DB interest and client’s interest.
• Make decisions within guidelines and policies to avoid risks.
• Strong interpersonal and communications skills, verbally and in written.
• Analytical, decisive and problem-solving skills.
• Ability to take full ownership and responsibility across the Cash Management
• Organization.
• Flexibility and willingness to work autonomously.
• Ability to withstand stress, organize and set priorities to meet deadlines/targets whilst remaining responsive, calm and attentive to client needs, proactive mind-set.
• Accurate, “first-time right” attitude.
• Ability to encourage and persuade colleagues around the global DB infrastructure to obtain specific, accurate and timely answers/solutions for clients.
• Continuous improvement capabilities.
  
  
  

Your Skills And Qualifications

• Bachelor or Master degree, preferably in Finance or Business Administration.
• Good knowledge of banking products, innovation in banking products and service.
• Fluent in English language (written and spoken), Arabic (preferred)
• 5+ years of experience in the banking industry and Cash Management products
• Good knowledge on policies and regulations preferably incl. PSD2.
• Well experienced in interacting with clients.
• Strong client centric focus, service minded.
  
  
  

How we’ll support you:

• Flexible working to assist you balance your personal priorities
• 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
• Training and development to help you excel in your career
  
  
  

About us and our teams:

Deutsche Bank is the leading German bank with strong European roots and a global network. click here to see what we do.

Deutsche Bank & Diversity

Our values define the working environment we strive to create – diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teams to drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer.

We promote good working relationships and encourage high standards of conduct and work performance. We welcome applications from talented people from all cultures, countries, races, genders, disabilities, beliefs and generations and are committed to providing a working environment free from harassment, discrimination and retaliation.