Customer Services Manager

Customer Service
Saudi Arabia 🇸🇦
October 7, 2023

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Job Description

Job Description:Customer Services Manager

Corporate Bank

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 / Coverage team, 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 brand named corporate clients is critical to maintaining our position as a leading major industry player

Your Role

Client facing job. The Customer Service Officer is responsible to ensure an excellent service & to manage the full periodic KYC(Know your client) process for a portfolio of 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 clients’ 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 as the clients advocate within the global Cash Management organization, the Customer Service Officer  will  act  upon  high  complex client  inquiries  or  escalations,  to  resolve  them  by taking ownership and revert with a final response. Take care of client satisfaction so that it is easy to do business with DB and service is the reason to stay.

Your Key Responsibilities

  • Reports to the Head of Implementation and Service.

  • Management of full periodic KYC (Know your client) & New client adoption.

  • Management of a personal portfolio of selected Global Brand Name clients, providing a dynamic, sensitive & professional contact point and coordinator for all their strategic and day-to–day service needs upon hand over.

  • 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.

  • Respond to account / transaction related inquiries and provide solution in close coordination with internal departments or other Implementation and Service units abroad.

  • Liaise   closely   with   global  &   regional  Cash   Management   Implementations, Sales,  Product Management and service teams in a dynamic international environment.

  • Travel to our client’s main offices in order to conduct client quality service reviews based on pre– agreed quality indicators to discuss client’s Cash Management service experience on a global or European  level  and  to  ascertain  client  expectations  relative  to  quality of  day-to–day customer service 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.

  • Work in close collaboration with Sales to ensure optimal client coverage around daily service needs.

  • Organize and lead (international) meetings on issues and escalations that impact client’s Cash Management operations. Take responsibility/ownership for the identified  issues until a successful resolution is implemented.

  • Act as liaison and end to end escalation point between client and respective business units within DB and develop Contingency plans for clients if applicable.

  • 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 knowl

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