Job Description:
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:
Reports to the Head of Implementation and Service 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.
Management of a personal portfolio of clients – predominantly subsidiaries of multinational global brand name clients operating in the country, providing a dynamic, sensitive & professional contact point and coordinator for all their strategic and day-to-day banking and service needs.
As the dedicated focal point and the face of Deutsche Bank Cash Management, receive enquiries from selected clients and respond immediately or hand over to the appropriate operational units for handling, utilizing our web based tracking & monitoring tool to co-ordinate, follow up and provide status updates and final resolution to those clients.
Liaise closely with global & regional Cash Management Implementation, Sales, Product Management and service teams in a dynamic international environment.
Visit client’s main offices to conduct client quality service reviews based on pre- agreed quality indicators to discuss client’s Cash Management service experience on a global level and to ascertain that the client expectations relative to the quality of day-to-day customer services are continuously met. Facilitate internal pre-meeting briefing sessions with all key stakeholders prior to such meetings incorporating data gathering, preparation, key strategy messages and follow up.
Gain a comprehensive account overview on complex and customized cash management solutions and provide a proactive service, e.g. provide recommendations for service and automation improvements.
Provide local assistance / support for the Cross Regional customer service team network when required.
Proactively monitor important transactions (netting rounds).
Create and maintain detailed service plans for client portfolio which contains detailed information on the Cash Management scope for the client.
Responsible for billing reviews, negotiate any discrepancies found with Sales and client and coordinate the pricing correction in the various countries.
Identify cross-selling opportunities and to liaise with Sales about further follow-up Daily Operational Management.
Act as knowledge owner and liaison between I&S teams and Product Management for dedicated subjects.
Responsible for updating standard operating procedures (formal/informal processes).
Initiate, coordinate and monitor service improvements and efficiencies (i.e. inflow reduction) that benefit the client and/or the bank by actively liaising with responsible stakeholders locally or globally.
Act in liaison with the other dynamic Client Deal Team members. During the handover phase to Customer Service, to lead the Client Deal Team, arrange and chairs (client) meetings, such as the kick-off meeting, progress meetings and internal meetings with stakeholders. This is done in co-ordination with Sales, Implementation and Coverage team.
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
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.