Service Delivery Assistant, NCT

Role Description - To provide L2 support for DB’s Concur Expense System & related to DB Expense & Card Operations.

Team member needs to take complete ownership with respect to RTB activities. Typically, RTB functions include, but are not limited to, End User L2 Support, help desk issue resolution, end user training, Exception approver management, Vendor coordination (IT Teams) for critical issue i.e. Payment feeds, wrong data flow etc Apart from above, team member has to ensure accurate, timely and quality delivery of services provided in relation to RTB activities/projects within a risk free controlled environment, to ensure Deutsche Bank’s overall client satisfaction.

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
• Provides quality support, including assistance with service features, reports, and payment inquiries.
• Document timely action including follow-up calls on cases as necessary and escalating appropriately.
• Utilizes tools and systems proficiently to document activity and effectively troubleshoot and resolve issues.
• Provides additional duties as deemed necessary to achieve and produce a high-quality support solution.
• Maintain working knowledge of Concur products, including new releases and products.
• Maintain accurate, high quality and timely documentation of case notes in order to resolve employee issues and questions.
• Ensure timely completion of projects if assigned any.
• Perform Concur testing to support Release manager.
• Deal with utmost excellence when providing VIP support.
• Liase with AppZen team to streamline audit profiles for each country.
• Be aware of, and comply with, all corporate policies.

Your skills and experience
• Graduates/Postgraduate in business/finance
• Minimum 3+ years of Travel & Expenses and Employee Corporate Credit Card Management
• Sound knowledge on MS office tools – Excel, Word, Power point.
• Experience in handling German customers, excellent written and verbal communication skills in German
• Excellent written and verbal communication skills in English. Should be expert with business email writing skills.
• Strong problem-solving skills with acute attention to detail and ability to meet deadlines
• Flexible and adaptable in a fast-paced and changing environment
• Knowledgeable and skilled in proper accounting principles, practices, and procedures
• Needs to be a self-starter with significant ability to undertake initiatives. Strong interpersonal / good negotiations skills are required, leadership skills will be essential for this role. Follow through skills, ability to confidently handle internal clients

How we’ll support you
• Training and development to help you excel in your career.
• Coaching and support from experts in your team
• A culture of continuous learning to aid progression.
• A range of flexible benefits that you can tailor to suit your needs