Client Services Officer - Asset Services

  • Negotiable
  • London, England, United Kingdom London England GB
  • Contract, Full time
  • Deutsche Bank
  • 16 Sep 18 2018-09-16

As a Client Services Officer, you'll help mitigate reputational risk and ensure that the client satisfaction scores are as per the desired standards.

Deutsche Bank

As a leading global bank with roots in Germany, we're driving change and innovation in the industry - championing integrity, sustainable performance and innovation with our clients, and redefining our culture and relationships with each other. With operations in over 70 countries, we encourage our people to think for themselves and reward integrity. Our large but focused footprint gives us a strong position in Europe plus a significant presence in the Americas and Asia Pacific. We offer clients commercial and investment banking, retail banking and transaction banking as well as ground-breaking asset and wealth management products and services. So if you're talented, collaborative and curious about building an exciting career in finance, you're exactly the type of person who might succeed in our organisation.


Our Operations group provides support for all of Deutsche Bank's businesses to enable them to deliver operational transactions and processes to clients. Our people work in established global financial centres such as London, New York, Frankfurt and Singapore, as well as specialist development and operations centres in locations including Bucharest, Moscow, Pune, Dublin and Cary. We move over EUR 1.6 trillion across the Bank's platforms, support thousands of trading desks and enable millions of banking transactions, share trades and emails every day.

Our goal is to deliver world-class client service at exceptional value to internal partners and clients. A dynamic and diverse division, our objective is to make sure that all our services are executed in a timely and professional manner, that risk is minimised and that the client experience is positive. We are proud of the professionalism of our people, and the service they deliver. In return, we offer career development opportunities to foster skills and talent.

We work across a wide range of product groups, including derivatives, securities, global finance and foreign exchange, cash and trade loans and trust and securities services as well as cross-product functions.

As a Client Services Officer, you'll help mitigate reputational risk and ensure that the client satisfaction scores are as per the desired standards.

Key Responsibilities:

  • Attending daily escalation forum reviewing all risk factors surrounding in-flight events
  • Raising any risks on this forum that they identify from the queries. This could be un-reconciled files, late bookings, delays in static set up, delays in notifications etc
  • Attending weekly meetings with the Client Management Team to address any issues that have been raised
  • Investigating the root cause of queries and deliver training (to Business lines and the Client Management Team) via presentations and classroom training with the objective of reducing the number of future queries
  • Identifying process improvements, analysing the impact that the changes bring, and providing training to the process line via various media types
  • Monitoring the performance of the line against the pre-agreed Service Level Documents that exist between each processing function
  • Adhering to Service Level Agreements (SLA's) to provide responses to the clients
  • Ensuring that Client Scorecard results are as per the desired standards
  • Providing escalation of any risk in accordance with the Service Level Document (Within 24 hours)
  • Acting as first point of contact for any client issues- Ensuring that the Management team are supplied all the relevant concise details. Ensuring all corrective measures fully mitigate any future risk, and are delivered on a timely basis and communicated back to the Client
  • Taking Ownership of queries

Skills & Qualifications:

  • Experience processing for Asset Services within Investment Banking Operations
  • A strong understanding of the securities markets
  • A good understanding of taxable events
  • Strong written and verbal communication skills
  • Strong presentational skills
  • Ability to form and maintain relationships
  • Ability to understand and assess risk
  • Excellent reconciliation skills
  • Ability to identify process improvements
  • Ability to work independently, as well as in a team environment, prioritize multiple tasks in accordance with associated risk or client impact and meet strict deadlines
  • Cross product knowledge equities and convertible bonds

Deutsche Bank is an equal opportunity employer who seeks to recruit and appoint the best available person for a job regardless of marital/civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability.

Please let us know if you require any adjustments to enable you to apply or attend an interview. If you would like to discuss your requirements, or have any concerns about the application process, please contact your recruiter.

Please note that for the duration of this assignment you will be working as an external resource engaged by Resource Solutions based on site at Deutsche Bank.