Job Purpose: The role is part of the TTS Account Services CE5 management Team and is responsible for managing the client on boarding, account openings/maintenance process while also driving the strategic development of the Account Services Offering to our clients. He/she will be responsible for ensuring we have the appropriate strategies, tools, and models to execute our key initiatives to support our Account Services Product line. The Account Services Operations Team is responsible for the opening, maintenance and closure of all client cash accounts, spanning across five regions and over 80 countries, which forms the basis of the majority of our ICG client relationships and product offerings. The global team consists of over 900 FTE of direct and extended workforce located across all branches. He/She must be able to participate and partner with key internal and external stakeholders to drive the vision and strategy of the business, ensuring the optimisation of the Account Services footprint. Job Background/context: Citi Treasury and Trade Solutions Group provides integrated cash management and trade finance services to multinational corporations, financial institutions and public sector organizations across the globe. Citi Digital Working Capital, with its full range of digital and mobile enabled platforms, tools and analytics, continues to lead the way in delivering innovative and tailored solutions to its clients. It offers the industry’s most comprehensive suite of treasury and trade solutions, including cash management, payments, receivables, liquidity management and investment services, working capital solutions, commercial and prepaid card programs, trade finance and services This role involves working with the CE5 account opening and documentation teams with aim to streamline the process, ensure adherence to Citi policies/procedures and provide positive impact to Client Experience The role requires the individual to form effective working relationships regionally and globally with key clients and stakeholders – Product, Technology, Coverage etc. Responsibilities: Contribute to the development and execution of a transformation program for Account Services that creates material and measureable improvement in KPIs, KRIs, reduces cycle times and improves overall Client Satisfaction. Effectively manage key business programs of work for CE5 Review of MIS and key deals and give coaching, development and direction to TLs and Documentation Specialist. Centre point of escalation in resolving items that might arise and manage internal/external clients Build strong and effective relationships with key regional partners in TTS Coverage, Product and Technology organization. On-going review of process notes and looking for improvement to the end to end process and improve TAT. Adherence to controls and conduct reviews on monthly and quarterly basis. Fully comply with MCA and ensure satisfactory results. Work with the Senior management team on all projects and initiatives relating to Account Services Ensure process’s are in adherence to Compliance policies, Sanction Screening and KYC. Support the senior team in audit related deliverables & reviews Demonstrates a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals Execute against the Global ASO strategy, inclusive of Operational Efficiency, Standardization, Digitalisation and Commercialisation of our core Account Services Platforms Execute a communication plan to engage with the CE5 teams that provides transparency of execution and encourages participation and collaboration. Collaborate with peer groups to ensure appropriate levels of commonality are achieved and best practice is shared and adopted. Engage in the development an on-going agenda with regard to automation, work avoidance, client self-service and development of our primary applications Performs day to day management of the account opening and maintenance processing, including daily management of in-process, pended, and service related activities, ensuring account opening requirements are clearly defined to support all scenarios of account opening and maintenance requirements, to include delivery of very high quality service to customers and internal partners. Encourages cross functional training for staffs to enrich their skill base. Optimizes manpower to achieve higher productivity levels. Identifies and develops high performers for next level jobs/mid management position. Ensures team delivers as per service level agreements. Understands client requirements and implements them correctly. Understands new customer requirements and ensures adequate support to new customer requirements and initiatives. Monitors customer satisfaction and service level and drives process changes. Provides innovative solutions to clients. Ensures a robust processing environment with effective controls. Establishes risk management practice. Maintains a culture of risk and controls in the team through various processes and check points. Identifies means to reduce transaction defects (internal and external). Develops performance matrices to track defects, productivity. Ensures clean audit results. Supports training for new staff. Develops job descriptions for hiring. Manages subordinate supervisors and project staff. Manages occasionally complex and variable issues with significant departmental impact. Shares responsibility for budget, policy formulation and short-term resource planning. Maintains appropriate staffing /hiring requirements to meet operational needs. Responsible for all training and development needs for assigned personnel. Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards. Qualifications: 6-10 years of experience in documentation review, account maintenance and related cash products. Bachelor’s degree in finance or economy. Strong and detailed understanding of end-to-end Account Services Operations and act as the client advocate. Good interpersonal communication skills. Able to communicate with internal and external business partners. Consistently demonstrates clear and concise written and verbal communication skills. Demonstrated Project management skill including financial cost management skills. Advanced execution skills in a multi-tasking mode. Exposure to Customer Service and handling of system, testing and rollouts. Ability to achieve business objectives without compromising on controls and risk parameters established. Ability to interact confidently with senior management and / or regulators. Ability to coach and develop people, identifying and retaining talent. Able to partner with businesses and other support functions at senior levels in setting strategy and priorities. Able to strive under pressure and covert opportunity from risk. Should be open to working staggered hour /shift / over weekend and on public holidays. To ensure excellent rapport with internal stakeholders including peers and seniors and duly provide inputs to the team and ensure timely resolution of all issues, wherever there are business risks and the issues need to get addressed such cases should be raised to the senior’s forum for appropriate action and advice. Proficient knowledge of English (written and spoken). Education: Bachelor’s/University degree or equivalent experience, potentially Masters degree ————————————————- Job Family Group: Customer Service ————————————————- Job Family: Institutional Client Onboarding —————————————————— Time Type: —————————————————— Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.