Customer Implementation and Service Manager

Job Title: Customer Implementation and Service Manager

Corporate Title: Associate

Location: Istanbul

Overview [Business/Role Specific Description]

This is a client facing job. The Customer Service Manager is responsible to ensure an excellent service to our most important clients 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 Relationship & Transaction 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.

Your Key Responsibilities:

• Reports to the Head of Implementation and Service for Turkey
• Support the Account Opening and Know Your Client (“KYC”) process, in coordination with other Client Relationship Managers where required, with focus on outreach for New Client Adoption documentation.
• Management and serving to  a 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.
• Receive customer inquiries & investigations related with customer transactions such as time deposits, receivables & payables, FX deals, funds transfers, letter of guarantees, loan utilizations etc.
• Daily follow up of financial needs and cash flows of customers including cash, trade & loan products.
• As the dedicated focal point and the face of Corporate Bank, receive enquiries from selected clients and respond immediately or hand over to the appropriate operational units for handling, to co-ordinate, follow up and provide status updates and final resolution to those clients.
• Liaise   closely   with global & regional 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 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 solutions and provide a proactive service, e.g. provide recommendations for service and automation improvements.
• Create and maintain detailed service plans for client portfolio which contains detailed information for the client.
• Identify cross-selling opportunities and to liaise with Sales / Coverage 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.
• Management of credit relevant topics in close connection with local Coverage i.e. Relationship Managers
• Responsible for complaints handling and logging.

Your Skills and Experience:

• Bachelor’s or master’s 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)
• 3+ years of experience in the banking industry and Cash Management and Trade products
• Good knowledge on policies and regulations
• Well experienced in interacting with clients.
• Strong client centric focus, service minded.

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.