Description

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Details of the Division and Team:

Operations Client Relationship Management (OCRM) utilizes their cross product market information, their in-depth knowledge of Deutsche Bank’s infrastructure / contact model and comprehensive knowledge of the client’s business to proactively manage the client’s needs and partner with them to fulfil business enablement and create operational efficiencies. OCRM manages a subset of the ICG’s top 106 institutional clients and corporate clients including Central Banks, Sovereign Wealth Funds, Asset Managers, Hedge Funds, Banks and Corporate clients.

OCRM’s delivers to the priority client :

Serve as a senior point of contact for clients, proactively managing client service delivery issues and working with operations partners to implement sustainable and scalable fixes. Partnering clients and internal stakeholders including Sales, Trading, Operations and Technology to deliver commercial opportunities and facilitate Institutional Client Group (ICG) to enable business growth including new markets or products. Proactive management of clients through deep understanding of their organization and strategy, and how we can partner with them to deliver their needs. Work with clients, client captains, technology, and operations partners to deliver on client requirements, move away from non-standard processes across lifecycle of trades. Ensure all client level expectations are met across all products and functions globally. Support clients to execute on strategic opportunities including adoption of third party and digital solutions. Deliver direct client engagement activities to showcase DB thought leadership and enable clients to directly engage with DB and external SMEs e.g client roundtable, panel discussions, voice of the client (fireside chat). Oversight of client performance metrics including tracking, analysis and follow up with clients, vendors and the line for issue resolutions. Regular relationship visits for operational broker reviews, discussion on operational issues, teach in sessions and high level strategic meetings.

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 benefits plan including virtual doctor consultation services Comprehensive leave benefits Gender Neutral Parental Leave Flexible working arrangements 25 days of annual paid leave, plus public holiday & Flexible Working Arrangement

Your key responsibilities:

Actively build deep client relationship at a senior level and bring external client intelligence into the organization cross product, i.e. understanding of client strategy, enabler to new business opportunity, etc. Identify recurring problems caused by DB’s internal process and provide resolution. Interact with sales to understand the client trading profile and bring client intelligence to explore commercial opportunities. Acts as a conduit to help client navigate within DB’s organization and providing key product support contacts bilaterally. Delivering client intelligence into the organization cross product including any upcoming strategies and updates in client’s organizational structure. Using data analysis skills and based on internal metrics to measure performance against both internal targets and market wide standards. Using Salesforce as a CRM tool to identify opportunity to improve client experience, identify market trending and client complexities. Facilitating regional monthly client governance meeting with senior product leads to discuss product KPIs and client centric initiatives. Inform senior operations management, Operations, ICG on DB client service performance by internal and external scorecards, client feedbacks. Facilitate across DB operations to resolve client issues. Escalate where appropriate and capability to prioritize across DB support functions. Extensive liaison with the priority clients’ operations teams and the client’s operations management teams. Establishing ties with key decision makers. Extensive liaison with internal operations teams to take tactical and strategic lead in providing solutions to client issues. Drive a consistent, aligned experience for clients across DB various teams, products, teams and functions. Partnership building with priority clients. Offering differentiating services to priority clients. Providing industry intelligence such as new confirmation platforms, KYC data reference systems and assisting client to be operationally ready in new markets and products. To manage vendor relationships, leveraging on them for their industry knowledge to assist our clients in their queries and issue resolutions. Involvement in the client outreach process by leveraging our senior relationships to ensure client engagement & understanding including regulatory matters. Facilitating external and internal market initiatives events in connection with clients, internal organization and industry community.

Business Awareness

Understand the marketplace and client base in order to help meet their business requirements. Successfully use your knowledge to influence improvements to services provided. Have and use network of contacts to keep up to date and in touch with relevant changes and improvements. Make decisions based on commercial and operational improvements.

Problem solving and decision making

Use existing guidelines for solving routine problems. Can identify problems, their root causes and propose potential solutions. Can analyse situations and identify which may need escalations to senior management. Consult others for help when unclear about way forward. Prioritize problems/issues for resolution. Continually improve judgement by reviewing past actions/decisions

Client focus

Measure success in terms of client satisfaction. Able to deal satisfactorily with client grievances by maintaining a relationship, gaining their trust and respect. Encourage an environment of identifying internal and external clients’ needs. Seek out intelligence from clients’ networks and the marketplace at large. Can negotiate win-win outcomes with clients.

Teamwork

Provide visibility on collective work done by OCRM during engagement meetings with wider operations organization. Support individual diversity so everyone feels valued for their different contributions, Listen and act on information from team members. Provide coverage to teammates in their absence.

Communication

Communicate well, share information, and ask for peoples’ views. Encourage others to air conflicting points of view. Can summarise ideas and events to draw out main points. Can adapt communication style to influence others’ decision making outside immediate team.

Your skills and experience:

Minimum 4 years of Investment/Corporate Banking experience in a role which encompasses Client interaction, in addition to internal relationship management, and cross departmental communication. Proven cross-product knowledge in FX and OTC Derivatives. Proven experience in relationship management of institutional clients Minimum a bachelor’s degree Proven negotiation skills and the ability to manage individual clients’ expectations. A client-oriented mentality is pivotal to the role to ensure a culture of client focus. Possess a risk and control mindset Possess a data analytical mindset and proven problem solving skills Team player with communication and inter-personal skills. Ability to work to tight deadlines in a fast-paced environment. Proactive and commitment to run various client projects independently. Proven desktop PC skills including knowledge of Microsoft package Proven knowledge of Salesforce

Role is required to be performed on-site at One Raffles Quay office. Relevant vaccination requirements may apply.

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

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