Client Service analyst

Job Description

Title: Client Service Analyst

Location: Mumbai

Note:

• Specific/ mandatory skills: Basic communication skills since this would involve interaction with clients, Ideally should have some experience and knowledge of Finance.
• Experience range: 0.5 - 2 years
• Open to considering fresher candidates (Yes/No): Yes, if they should have some experience and knowledge of Finance.
• Open to considering relocation/ non-local candidates (Yes/No): No
• Contract duration: 8 months
• Shift timings: 9 AM - 7 PM (should be flexible for extended working hours as required in case of any work that is pending to be completed)
• Number of days work from office: Work from office profile

Description
To support all clients of Securities Services (SeS) - GTB for India. Will be one point of contact for any Custody and Fund Accounting related requirements for all clients. To ensure to client satisfaction with respect to services offered under the contract and to ensure all queries and complains are attended and resolved without any escalation.

To support SeS clients on all aspects that needs to be done to manage clients once a deal is won (on-boarding, migration, managing day-to-day queries, Due Diligence Visits, reviews etc.)

As with client queries /inquiries, all complaints to be logged with the Client Manager (CM) for his /her own set of allocated clients. Depending on the severity of client's query / complaint or issue, CM must coordinate with the related parties within the Branch to pro-actively resolve the matter to the satisfaction of the client.

Any issues involving potential losses to be escalated to immediately senior (Head - Client Management). If required, coordination may extend to Head - Client Management SeS, Head - Business or Head - Securities Services (India)

Managing E-mail responses to clients, attending to Verbal / telephone queries from clients

Hold Client Meetings at their office or in premises with pre agreed dashboard including but not limited to client metrics, query TAT / quality / reduction, complaints, requirements, appreciations.

Navigating within various departments within Bank to crater client requirements

Responsibility of Client Service Manager

To ensure to client satisfaction with respect to services offered under the contract and to ensure all queries and complains are attended and resolved without any escalation.

• Ensure client requirements pertaining to onboarding of new schemes are completed seamlessly without escalation.
• Ensure No revenue leakage & follow up for Outstanding fees
• Target to ensure NIL overdue fees from clients and avoid amounts going into provisions
• Ensure all clients are on-boarded on electronic channels for straight through processing (STP)
• Ensure compliance & Nil escalation to KYC / MIFFID and any other regional projects assigned to Client Manager
• Ensure Nil escalation & adverse observation w.r.t audit /compliance w.r.t (statutory / system / internal / concurrent / regulatory / SEBI Audits)
• Upon receipt of any query / complaint, the same needs to be immediately intimated to relevant teams via e-mails or internal meetings as appropriate.
• CM to ensure & obtain all the necessary details and information from the client and document all surrounding circumstances of the query / complaint for a comprehensive understanding and evaluation of the situation.
• Review / investigate client query / complaint raised and discuss with the relevant internal departments as necessary. Devise measures to address the query / complaint to the satisfaction of the client.
• Escalation of the query / complaint to supervisor and discussion of recommended measures. For critical issues that involve potential exposure or losses, subsequent escalation to Head / Senior stakeholders at SeS.
• Subject to decision of Supervisor / Head of Department, consult with Legal and Compliance. Involvement of SeS seniors as necessary.
• Ensure that query / complaint is resolved in 24 hours, else is escalated to SeS Client Management - Head via e-mail. (Reasonable Holding Response should be sent to the client with the information on efforts involved).
• Communicate results of the discussion, i.e. recommended resolution to the client together with immediate superior / Head post discussion internally before reaching out to client
• Client manager needs to ensure that mutually agreed decisions are implemented by operations team & client is updated on the same as per pre agreed frequency
• Queries / Complaints that could result to a financial loss needs to be first discussed internally with respective Business Head / SeS India Head & post that the same needs be reported to SeS Regional Management.
• Nil escalations & client complaints in case of in/out transitions.

Your skills and experience

• Basic knowledge of Custody and Fund Administration
• Familiarity with Client Management aspect
• Knowledge of Capital Market
• Knowledge of basic Microsoft applications (like Excel, word & power point)
• Relevant experience of minimum 0 to 3 years