Location: Mumbai, Maharashtra, India

Lead client-facing custody operations by owning escalations, strengthening controls, and driving measurable service improvements in a fast-paced, risk-focused environment.

As a Client Services Manager within Custody Middle Office, you act as the primary liaison between clients and the Bank to resolve escalations, protect service quality, and retain existing business. You lead a team to deliver timely, accurate inquiry management and drive continuous improvement through disciplined metrics, strong controls, and proactive stakeholder engagement across global partners. You operate with executive presence and risk-based decisioning to escalate critical situations quickly and reduce operational risk.

Job Responsibilities

• Manage day-to-day inquiry handling and resolution of escalated client exceptions in line with documented procedures and controls.
• Ensure end-to-end ownership of open cases, keeping statuses current and closing items within case management best practices and policy.
• Lead a diverse team through hands-on people management, coaching, and talent development in a matrixed global environment.
• Host client review meetings and drive service improvement and efficiency opportunities to strengthen client satisfaction and retention.
• Publish and review daily/weekly performance metrics, investigate deviations from agreed service levels, and escalate ageing items to closure.
• Oversee group email boxes and SharePoint queues to deliver responses within internal/external deadlines and event urgency.
• Identify and implement process and procedural enhancements driven by clients, markets, and business functions while maintaining strong checkpoints and controls.

Required qualifications, skills, and capabilities

• 10+ years of financial services experience within Custody or an Investment Bank environment across trade management, cash management, or asset services
• Strong executive presence, interpersonal effectiveness, and business communication skills (verbal and written)
• Demonstrated strategic and analytical thinking with the ability to operate in a changing environment and implement new processes efficiently
• Proven performance in a risk-based environment with a track record of operational risk reduction, strong time management, and attention to detail

Preferred qualifications, skills, and capabilities

• Experience in corporate actions (voluntary/mandatory) or income-related processing within custody operations
• Strong people management capability with experience building and developing diverse teams
• Proficiency in Microsoft Office (Excel, Word, PowerPoint) and familiarity with Tableau
• Experience managing service performance through operational MI, trend analysis, and continuous improvement delivery

Build your career in Client Service while working in the worlds most innovative bank which values creativity and excellence.