Client Service Operator
Deutsche Bank AG
Bucharest, Romania
5 zile în urmă

Corporate Services

Corporate Services provides real estate, facilities management, procurement and logistics services to deliver superior commercial value for the bank.

We oversee a global property portfolio in more than 60 countries. As well as defining the standards for our retail branches, providing working environments that help boost productivity, we’re also working to uphold the bank’s commitment to carbon neutrality and sustainable operations.

A career with us provides opportunities to drive change and help shape innovative, exciting initiatives. Some examples? We have improved our performance on everything from water conservation to recycling.

We’ve also developed new global workplace standards, enabling our people to use space and resources more efficiently, rather than rely on the traditional workstation.

Position Overview

The Client Service Operator is accountable for daily enquiries on behalf of the Bank’s clients. Service can be provided to vendors and external clients, or internal clients such as Credit Risk, Front Office (client-

facing professionals), Legal, Compliance, and Operational Risk Management (ORM).

The queries are diverse and can encompass many areas within Deutsche Bank. Queries are in scope with day to day transactions and conform to Deutsche Bank policies and procedures.

The Client Service Operator is responsible for managing relationships with clearing vendors by providing constructive feedback to enhance the user’s experience, while maintaining consistency with the Bank’s values.

In addition, by anticipating and supporting external client’s needs, take ownership and offer professional assistance. The Client Service Operator co-

ordinates discussions between various internal departments by utilising gained industry knowledge for better resolutions while mitigating risk.

They provide guidance on aspects such as regulatory, operational and technical support to the Bank’s internal and external clients.

They are proficient in their ability to troubleshoot and make sound decisions regarding products, asset control, cost analysis and superior client service.

The Third Party Management Process ( TPM Process ) is a cross-functional risk type process for identifying, assessing, mitigating, and tracking risk associated with DB’s portfolio of Vendors.

The TPM Centre of Excellence Team in Bucharest is a team with global operational reach, providing first level support to the Bank’s TPM process and associated stakeholders.

As the primary interface, the TPM team performs Service Risk Assessment and Vendor Risk Assessment work in line with the Bank’s Policies to ensure that relevant outsourcing Risks are appropriately addressed as per Bank’s policies.

Deutsche Bank is developing a new target-operating model to improve the Vendor Risk Management (VRM) process that is designed to assess risks associated with services provided by external and internal service providers.

In this context, Third Party Management implemented a Quality Assurance function to ensure that risk assessments and certified vendors and services fulfil minimum quality requirements and are in line with the operating procedures of the Vendor Risk Management process.

This includes a formal process compliance review as well as content compliance, where applicable.

The members of the Quality Assurance Team will ensure that risk assessments and control requirements for Deutsche Bank’s external and internal service providers are implemented in line with the bank’s Vendor Risk Management process.

The team will be responsible for performing four-eyes’ checks on all critical process steps referring to formal and content compliance.

The team is accountable for successfully engaging with the TPM Operations team and Risk Type Controllers to ensure full compliance with the Vendor Risk Management process.

This encompasses performing quality checks (process and content compliance) across all critical stages of the end-to-end process.

This role requires good analytical skills to ensure compliance with the VRM process and detect any gaps, as well as communication skills in order to manage and engage stakeholders in challenging situations.

Experience in either audit, risk and compliance, procurement or banking operations are an advantage. With the quality assurance function being newly setup, the role requires the ability and appetite to adapt to a changing environment.

There is also an opportunity to influence the setup of a new process and be part of an innovative new solution. In particular, by undertaking process root cause analysis work where the Quality Assurance Team is identifying failures in the process.

Key Deliverables / Responsibilities :

  • Quality Assurance ensuring that the pre-certification inventory of evidences meets the requirements of the Vendor Risk Management process, e.
  • g. that all necessary Vendor Control Requirements are assigned based on the type of service.

  • Ensuring that the requirements of the Vendor Risk Management process are met throughout all stages of the process. This includes the performance of pre-
  • defined quality assurance checks (process and content compliance) based on multiple Quality Assurance checks throughout the process.

  • Complying with the rules and established procedures for the implementation of tasks in the team
  • Preparing required reports, analysis, presentation, as assigned by the team coordinator or the manager
  • Performing activities within processes related to service and vendor assessments requiring detailed interpretation / understanding of information provided to formulate required judgment calls for transactions, adhering to core guidelines set-
  • out within agreed procedures

  • Tracking and driving the remediation of open issues from reviews, advising vendors and internal organizations on control design and effectiveness
  • Evaluating process-related questionnaires and documentation against logic, consistency and standards set out in Key Operating Procedures
  • Complying with the rules and established procedures for the implementation of tasks in the team
  • Liaising directly with Subject Matter Experts Work Stream Leads for advice, guidance and escalation
  • Maintaining strong working relationships with all levels of the organization globally, managing the requirements and expectations of key stakeholders
  • Demonstrating appropriate business etiquette, accountability, professionalism and due care in all daily interactions (internal and external)
  • Strong analytical and problem solving skills
  • Strong knowledge of operations management and business management for services organization
  • Experience in either quality assurance, audit, risk and compliance or procurement are an advantage
  • Hands-on mentality, focused on getting tasks completed in time
  • Good communication skills, written and oral in English
  • Ability to work within virtual global teams in a matrix organization
  • Ability to work in fast paced environment
  • Ability to share and receive information, knowledge and expertise within the team environment
  • Flexible problem-solver, open minded to receiving input from colleagues
  • Open minded, ability to think outside of the box , willing to share information, transfer knowledge and expertise to team members both locally and across the region
  • Bachelor Degree from an accredited college or university (or equivalent) and / or relevant practical experience
  • We offer

  • Hi-tech working environment
  • Career development
  • International exposure
  • Attractive and competitive compensation and benefits
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