# Service Manager

**Company**: Deutsche Bank
**Location**: Kuala Lumpur
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://db.wd3.myworkdayjobs.com/en-US/DBWebsite/job/Kuala-Lumpur-Menara-IMC/Corporate-Bank---Client-Service-Senior-Analyst---AVP_R0380428-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_7c0a6252-2fb

## Description

We are seeking a Service Manager to join our Implementation and Service team in Kuala Lumpur Menara IMC. As a Service Manager, you will be responsible for managing all service-related tasks for Corporate Cash Management (CCM) and Trade Finance Online (TFO) clients.

Your key 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, 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

You will have:

- 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

In return, you can expect:

- Flexible work arrangement

- Corporate group insurance

- EAP – free and confidential counseling, online work-life resources

- Comprehensive leave benefits

- 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

## Skills

### Required
- service management
- customer service
- communication skills
- interpersonal skills
- problem-solving skills

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Source: [Apply at db.wd3.myworkdayjobs.com](https://db.wd3.myworkdayjobs.com/en-US/DBWebsite/job/Kuala-Lumpur-Menara-IMC/Corporate-Bank---Client-Service-Senior-Analyst---AVP_R0380428-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)