Group Technology & Operations – Client Lead, Sales Support – Up to VP recruitment
About Deutsche Bank:
A Passion to Perform. It’s what drives us. More than a claim, this describes the way we do business. We’re committed to being the best financial services provider in the world, balancing passion with precision to deliver superior solutions for our clients. This is made possible by our people: agile minds, able to see beyond the obvious and act effectively in an ever-changing global business landscape. As you’ll discover, our culture supports this. Diverse, international and shaped by a variety of different perspectives, we’re driven by a shared sense of purpose. At every level agile thinking is nurtured. And at every level agile minds are rewarded with competitive pay, support and opportunities to excel.
Group Technology Operations overview:
The strength of technology and operations is present in everything we achieve. Delivering tailored information technology and seamless transaction solutions is essential to Deutsche Bank's global resilience. Pioneering technologies and reengineering processes, we combine exceptional levels of innovation with world-class client service.
Our division designs and develops the systems, software and solutions that make millisecond transaction times cost-effective and reliable. Every second, we face the technological and logistical challenges implicit in growth, market change and constant competition.
Position overview:
The Client Lead has accountability for implementing the Client Management vision and strategy to meet Divisional or Product business goals and client needs.
The Client Lead will be managing the relationship with external Bank clients, with accountability for the overall post-trade execution experience of clients; Managing the relationship with internal Bank clients, with accountability for identifying and satisfying current and future requirements through industrialized solutions and price/value optionality.
The Client Lead will translate Product strategies into Client Management objectives and implementation plans, and work closely with Service Operations teams to ensure client satisfaction. Their focus is on developing and maintaining effective relationships with their external/internal client group and internal partner functions, acting as a single point of contact within the Bank. They are responsible for identifying new business opportunities and for increasing product penetration within their existing client base. The Client Lead is responsible for client liaison and client satisfaction, providing guidance to clients on product/service options and for creating additional/new product penetration opportunities to support achievement of the Bank’s growth/cost containment targets.
The Client Lead delivers metrics/reports to clients, providing insight and information to assist them in managing and developing their business.
The daily tasks to be performed by the team are primarily sales orientated and will involve working with the Sales-force and Operations teams within the debt and FX businesses. And the Client Lead will managing the team to provide excellence in interaction service for clients, sales, trading and operations is the primary objective.
Job responsibilities:
• Develops proposals and supports delivery of initiatives, in collaboration with clients and colleagues, for new implementation projects. Provides support and guidance to ensure effective implementation and client satisfaction.
• Develops, fosters and maintains strong, productive working relationships with external clients and internal clients across both RTB and CTB functions. Builds and maintains a good understanding of the client’s business strategy and current issues to inform the development of product/service implementation strategies that will meet client needs, competition considerations and the Bank’s strategic direction. Collaborates with colleagues to support delivery of products to achieve positive outcomes for the Bank and its clients.
• Builds and maintains diverse, productive relationships with internal and external partners.
• Supports the implementation of innovative business change solutions, including Product and Division-wide initiatives. Supports new product/service development, process and performance improvement initiatives to deliver industrialised solutions and client options.
• Represents the ‘Voice of the Customer’ (VOC) within the Division as it relates to the Products for which they are responsible, conveying the key drivers and issues that impact client groups. Provides support for new business initiatives, new market opportunities, new client groups, new business and vendor initiatives and any regulatory changes.
• Supports the development of SLAs, KPIs and KRIs, front to back across the business, supporting benchmarking activities and monitoring performance against agreed metrics. Provides clients and partner functions with regular and ad hoc Management Information (MI), analysis and insight.
• Manages Client Management performance against agreed financial and non-financial targets for assigned client and/or product groups, including benefits of investment initiatives.
• Provides client’s perspective and works with the wider team to identify continuous improvement initiatives that deliver both incremental and step change in performance.
• Highlights operational, regulatory and other risks to the Client Director/Manager. Liaises with the client and actively participates in problem resolution to ensure client satisfaction with the outcome.
• Engage with multiple interaction points, both externally (Hedge Funds, Institutional customers, Government Agencies, Asset Managers, and Pension Funds) and internally, Sales Support Global teams, Sales and IT to ensure any issues are resolved or avoided.
• Ensure that the highest level of client service is provided through constant review and process improvements
• Drives successful delivery of challenging objectives in both RTB CTB.
Key responsibilities of the Sales Support teams:
• Working collaboratively with colleagues in the Service Centres to deliver process client requirements within the sales support function
• Trade Allocations – Understanding and assisting (on an ad-hoc basis) with deal processing, trade booking/ cancellation and trade confirmation for cash, swap and debt equity derivatives, FX
• Client / Credit/ Operations queries, general client queries and investigations.
• Query escalation – the sales support role is the primary point of contact between sales and the rest of GBS so a major element of the role is resolving queries from the business and these teams.
• Facilitation and management of the client adoption process for multiple products classes through the dbClient system.
• Investigation of breaks across Cash, Swap and International trading.
• Administration of front-end systems.
• Involvement in ad-hoc and structured projects.
People Management
• Supports the development of an environment where people management and development is the number one priority. Coaches direct reports and others in the organisation, as appropriate.
• Manage, lead and motivates the Sales Support team for Asia, including headcount in Singapore and oversight of staff across the region.
• Balance hands on micro level client support with macro level strategic and organizational involvement
• Actively supports the GTO strategy, plans and values, contributing to the achievement of a high performance culture.
• Takes ownership for own career management, seeking opportunities for continuous development of personal capability and improved performance contribution.
• Acts as a role model for new employees, providing help and support to facilitate early integration and assimilation of their new environment.
• Supports tough people decisions to ensure people performance is aligned with organisation imperatives and needs. Addresses individual performance issues, where necessary, to drive for high performance.
Candidate requirements:
• Experience in managing client relationships.
• Experience in one or more relevant technical area.
• Experience managing the client interface aspects of implementation projects.
• Good team leader, able to work in virtual, global teams in a matrix organisation, transfer knowledge and develop capability of team members.
• Strong relationship management, analytical, problem solving, financial management, strategic agility, communication, influencing and presentation skills.
• Strong communication skills, fluent in English (written and verbal) and local languages if necessary.
• Good business planning skills.
• Ability to work in a fast-paced business environment.
• Exposure to a broad range of client groups and business challenges.
• Accurate, thorough and highly responsible with a good attention to detail.
• Bachelor degree (or equivalent) from an accredited college or university (or equivalent).
Deutsche Bank offers a challenging and rewarding career where your contribution is valued and rewarded. We have an inclusive and friendly working environment coupled with excellent facilities and benefits.
Deutsche Bank is an equal opportunity employer who seeks to recruit and appoint the best available person for a job regardless of marital status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, color, sexual orientation or disability.
See more at db.com/careers