ICT – ICM Service Excellence Specialist, AS

Job Title: ICT – ICM Service Excellence Specialist Corporate Title: Associate Location: Mumbai, India Role Description Institutional Cash & Trade Management (ICT) helps Financial Institutions clients to optimize their treasury and commercial payments businesses. This improves their cash flow, while offering a wide range of solutions including channel management, global payment services, check services, liquidity management, information and reporting services, and financial supply chain management. CM Client Service Specialist covers clients out of our global locations with hubs in Frankfurt London and New York. ICM Client Service Specialist provide personalized and proactive services to financial institutions for their day-to-day cash management business needs What we’ll offer you As part of our flexible scheme, here are just some of the benefits that you’ll enjoy, Best in class leave policy. Gender neutral parental leaves 100% reimbursement under childcare assistance benefit (gender neutral) Sponsorship for Industry relevant certifications and education Employee Assistance Program for you and your family members Comprehensive Hospitalization Insurance for you and your dependents Accident and Term life Insurance Complementary Health screening for 35 yrs. and above Your key responsibilities Account Opening, Pricing and Set-Up Management Validate requests received from ACOs and CSOs relating to account opening, pricing, and set-up changes. Perform quality assurance reviews and ensure all requests are handled in accordance with audit and compliance requirements. Provide approvals, sign-off, and instructions directly to Operations and relevant back-office teams. Ensure accurate implementation of account opening, pricing, and set-up changes, including appropriate documentation and record archiving. Act as a subject matter expert for queries relating to account opening, pricing, and set-up changes. Produce and maintain regular reporting for internal stakeholders. Monitor and escalate outstanding or unpaid invoices and dormant accounts to senior management, as required. Document, review and improve processes the team is responsible for Support regulatory and governance-related ICM activities, including responsibilities associated with the Source Data Coordinator role. Provide support to the Client Service Organization and undertake additional Service Excellence activities as required. Support in different projects the Service Excellence Team is responsible for Manage and appropriately escalate project issues and risks Regular Review and update of KODs along with creation of comprehensive user guides Ensure all deliverables are completed accurately and within agreed timelines. AI-Enabled Process Excellence & Automation Leverage AI-powered tools and analytics to streamline account opening, pricing, maintenance, and client offboarding processes, enhancing operational efficiency and reducing manual effort. Utilize AI-driven insights to identify process bottlenecks, operational risks, and opportunities for continuous improvement. Develop and maintain automated reporting solutions and dashboards to provide actionable insights to stakeholders and senior management. Employ AI-assisted quality assurance techniques to validate requests, monitor data integrity, and ensure compliance with audit and regulatory requirements. Support the implementation of intelligent workflow solutions to improve productivity, service quality, and turnaround times. Utilize predictive analytics to proactively identify dormant accounts, unpaid invoices, and potential operational issues, enabling timely escalation and resolution. Drive digital transformation initiatives by evaluating, adopting, and optimizing AI and automation capabilities across Service Excellence processes. Create and maintain AI-assisted knowledge repositories, user guides, and process documentation to improve knowledge sharing and operational consistency. Partner with