Client Service Senior Analyst

Job Title: Client Service Senior Analyst Location: Mumbai, India Corporate Title: Associate Role Description The Client Service Officer (CSO) based in Bangalore plays a key role in supporting Institutional Cash Management (ICM) for the Non-Bank Financial Institution (NBFI) client segment. The CSO is responsible for delivering proactive, reliable, and high-quality service to NBFI clients, with a strong focus on payments, cash management solutions, transaction investigations, and client query resolution. The role requires close day-to-day coordination with the relevant Cash Operations teams to ensure seamless service delivery, timely issue resolution, and a strong end-to-end client experience. The role will form part of the global ICM Client Service organisation and will collaborate closely with internal stakeholders across Service, Cash Operations, Product, Sales, Implementation, and control functions. The successful candidate will support the servicing of NBFI clients by applying crisp payment knowledge, understanding operational flows, and helping clients navigate cash management processes, payment queries, investigations, and service-related requirements in a controlled and client-centric manner. 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 Act as the day-to-day service contact for NBFI clients within Institutional Cash Management, ensuring proactive, consistent, and high-quality client service. Apply strong payment knowledge to support client inquiries related to domestic and cross-border payments, payment flows, investigations, exceptions, cut-offs, and operational processes. Work in close coordination with relevant Cash Operations teams to resolve payment and transaction issues, follow up on investigations, and ensure timely communication back to clients. Support client setup, maintenance, and service readiness for cash management products and channels, ensuring a smooth transition from implementation to after-sales service. Coordinate internally with Product, Sales, Implementation, AFC, Operations, and other control functions to address client needs and ensure adherence to internal policies and governance standards. Accurately use Client Service tracking systems to document client activities, monitor inquiries, identify recurring themes, and support management reporting. Follow up on complaints, service issues, and operational escalations, driving clear ownership, timely resolution, and continuous improvement of the client experience. Your skills and experience Strong crisp payment knowledge, including domestic and cross-border payment processes, SWIFT methodology and formats, ISO 20022, payment investigations, exception handling, and operational cut-off requirements. Experience in Institutional Cash Management, transaction banking, client service, or cash operations, ideally with exposure to NBFI clients and financial institution payment flows. Ability to work closely and constructively with Cash Operations teams, translating client issues into clear operational actions and ensuring disciplined follow-through. Strong client focus, communication skills, ownership mindset, and ability to operate independently under tight deadlines while maintaining control, accuracy, and service quality. Fluency in spoken and written English mandatory Proven ability to leverage AI tools to enhance productivity, optimise workflows to solve business problems, while applying critical judgment to ensure responsible and ethical use of