Corporate Bank – Client Service Senior Analyst - AVP

Deutsche Bank AG; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Flexible working arrangement

Corporate group insurance

EAP - free and confidential counseling

Comprehensive leave benefits

Job summary

Deutsche Bank AG in Malaysia seeks an experienced Service Manager to oversee service-related tasks for Corporate Cash Management and Trade Finance Online clients. You will ensure high-quality client service, respond to daily inquiries, and support incident resolution with L2 and Product teams.

The role emphasizes collaboration with internal stakeholders, proactive issue follow-up, and ongoing reporting to sustain client satisfaction and service quality.

Qualifications

• Proven experience in service management, preferably in banking industries.
• Strong customer service orientation to maintain high caliber service level for clients.
• Excellent communication skills for effective collaboration with clients and internal stakeholders.

Responsibilities

• Manage all service-related tasks for CCM and TFO clients.
• Maintain high caliber client service level for all clients.
• Attend to daily queries related to client accounts and transactions/payments.
• Provide L1 support and guidance for Internet banking platform.
• Collaborate with L2 and Product Management to resolve incidents and product issues.
• Prepare monthly internal and external reporting.

Skills

Service management

Banking industry experience

Customer service orientation

Communication skills

Interpersonal skills

Cross-selling

Job description

Job Description: Details of the Division and Team: Implementation and Service, RTM Malaysia.The team consist of Implementation Managers and Service Manager are dedicated to delivering seamless onboarding, integration and provide ongoing support and service to our clients.

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:

• Flexible work arrangement
• Corporate group insurance
• EAP - free and confidential counseling, online work-life resources
• Comprehensive leave benefits

Your key responsibilities:

• Manage all service-related tasks for Corporate Cash Management (CCM) and TradeFinance Online (TFO) clients
• Maintain high caliber client service level for all clients
• Attend to daily queries related to client accounts, transactions/payments related inquiries and managing client requests.
• Provide L1 support and guidance for our Internet banking platform
• Work closely with L2 and Product Management to resolve any incidents and product-related issues
• Follow up on outstanding service related issues
• Prepare monthly internal and external reporting
• Conduct service reviews for all Tier 1 and pre-selected Tier 2 clients
• Work closely with implementation managers for related tasks
• Any other duties/tasks that may be assigned from time to time by the bank or persons acting on behalf of the bank
• Efficient communication in a cooperation model with clients and internal stakeholders
• Drive client satisfaction action plans for CCM and TFO clients based on client survey inside and outside of l&S.
• Cross-sell bank products, including foreign exchange and fix deposit placement.

Your skills and experience:

• Proven experience in service management, preferably in banking industries
• Strong customer service orientation to maintain high caliber service level for clients
• Ability to handle client queries, complaints efficiently.
• Familiar with Corporate Cash Management Trade Finance products
• Ability to follow up on outstanding service-related issues proactively
• Excellent communication skills for effective collaboration with clients and internal stakeholders
• Strong interpersonal skills to work with other teams
• Flexibility to handle additional tasks as assigned by the bank
• Experience in creating and implementing action plans to improve service quality
• Ability to identify client needs and opportunity for cross-selling products

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.

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.

For over 150 years, our dedication to being the Global Hausbank for our clients has been driven by our people - in around 60 countries and across more than 150 nationalities. Their deep understanding, insights, expertise, and passion help our clients navigate an increasingly complex world - be it in our Corporate Bank, our Private Bank, our Investment Bank or our Asset Management (DWS) division. Together we can make a great impact for our clients at home and abroad, securing their lasting success and financial security.

More information at: Deutsche Bank Careers (db.com)