Client Service Manager- Vice President
On-site · Mumbai, Maharashtra, India
Job Summary
Lead day-to-day enquiry management and resolution of escalated client exceptions across trades, cash, FX, and asset servicing, ensuring timely and accurate responses. Own case management discipline by maintaining ownership of open enquiries, ensuring updates, and closing cases per best practices and case status policy. Manage a team of 10–15 professionals, providing hands-on leadership, coaching, and development of diverse talent. Host client review meetings and drive service improvements and efficiency opportunities, preventing re-opened cases through forward-thinking response quality. Publish and review daily/weekly performance metrics, analyze deviations and ageing items, and escalate and follow up to restore expected service levels. Oversee group mailboxes and SharePoint queues to ensure responses meet urgency-sensitive timeframes and protect internal/external client satisfaction. Identify and implement process/procedural changes driven by client needs, market changes, or business requirements, partnering with stakeholders to closure and control adherence.
Required Qualifications
- 12+ years financial services experience in Custody or Investment Bank environment within Trade Management, Cash Management, or Asset Services
- Strong executive presence with excellent written and verbal business communication and interpersonal skills
- Proven success in a risk-based environment with a track record of risk reduction and rapid escalation during critical situations
- Strong analytical thinking, multitasking, and time management in a fast-paced environment; strong Microsoft Office skills (Excel, Word, PowerPoint)
- Experience with leading service delivery in a matrix, global organization with boundary-less collaboration
- Experience with client-facing duties and ability to host client review meetings
- Proficiency with Tableau for performance reporting and insight generation
- Demonstrated experience learning, documenting, and implementing new processes efficiently in a changing environment
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