Job Description :
Citi Commercial Bank Client Service Head APAC - SVP Citi Commercial Bank (CCB) is a global line of business at Citigroup that provides commercial banking services to mid-d companies. CCB aspires to be the global bank of choice for trade-oriented companies, with revenues between $10MM - $3B. CCB wants our clients to see us as trusted thought partners who bring simplicity in an increasingly complex world, provide client-centric solutions for long term growth and pave the way for them to reach across borders and achieve their global vision.
This role will be responsible for driving the service strategy for Commercial Banking clients (CCB) in APAC to deliver a best-in-class client and employee experience. The individual will be responsible for the management oversight of over 70 Service team members across 11 countries providing service delivery to over 20K clients.
The focus areas of this role are:The role of Commercial Bank Client Service Head APAC involves driving Client Experience, Transformation and Digitization, building a Robust Risk and Control Framework and leading various initiatives that align to Service Priorities and CCB Business Directives. Reporting directly to the Commercial Bank Service & Operations Head EMEA, with matrix reporting to the ASEAN Service & APAC Citiservice Citi Solution Center (CSC) Head. The role will also be part of a global leadership team driving client experience excellence.
Drive the strategic direction, set priorities, and ensure timely and accurate execution in line with business plans across CCB APAC. Support the Digitization agenda - connecting and aligning with Country, Regional and Global priorities. Have an in-depth understanding of TTS & CCB products and services. Identify the drivers of the Client Experience pain-points implementing solutions and action plans to improve client experience. Work with regional partners to drive focus on global consistency for our Clients across Country and Regional structures.
Key Responsibilities:- Develop a deep understanding of Client requirements and proactively create solutions to enhance Client experience
- Understand the Client's organization structure and align our service coverage accordingly
- Understand best Client Servicing practices in the industry and enhance our service models to create a competitive advantage
- Develop a deep engagement and partnership model with Business/ Coverage Stakeholders and deliver Service reviews with Client
- Owns Client issues End to End - related to CCB Senior Point of Contact/Escalation for Service initiatives/matters
- Trusted partner to the Business teams supporting their Business Goals/Growth
- Maintain a broad level of expertise across TTS & CCB products and services
- Play a pivotal role in key regional initiatives such as new platforms, new products/markets/ capabilities to ensure these are designed with a Service focus for both Clients and Employees
- Identify and implement Process Improvement Initiatives through Digitization, Smart Automation and Elimination of Manual Touch Points
- Create a broad internal network to share product knowledge, process expertise and operational best practice via multiple channels
- Champion Process Improvement Projects/System Enhancement Initiatives that would lead to an enhanced client experience/ better efficiency
- Drive Overall Performance on Customer Satisfaction (VOC), Expenses and FTE Management
- Maintain a Robust Control environment
- Demonstrate a high level of leadership at all levels (staff, peers, and management)
- Defines and implements business strategy and goals through the collection, analysis, review, reporting, documentation and communication of business needs and requirements.
- Manage senior escalations for internal and external clients
- Collate and provide regular VoC, Service and CX metrics and updates to key stakeholders
- Senior CCB Service representative at Business & Sales forums
- Implement and drive best in class service models
- Own and manage VoC results, Client Score cards, generation and management of RFPs
- Through analysis of performance, identify opportunities to reduce expenses through improved technology builds, process changes and efficiencies
- Capacity management and planning to ensure service teams are operating at optimum level
- Identify procedural objectives and identify tools that empower the teams to accomplish goals and continually improve client and employee experience
- Duties will include the generation of regular and special reports and the recommendation of changes in methods or procedures to increase efficiency.
- Support revenue generation and growth
- Drive the service strategy ensuring that teams are set up for success
- Work with key partners on key technology and innovations ensuring they are rolled out seamlessly
- Track, assess and review client complaints reporting on trends and implementing actions plans to address and reduce
- Ensure overall operating efficiency objectives including standards of conduct and regulatory requirements
- Lead, support and provide assistance with regional and global projects or needs the service team may have
- Identify control deficiencies and implement appropriate procedures to mitigate any risk or control losses
- Working closely with key stakeholders to support existing business as well as supporting the Commercial bank expansion plan growth
- Set, drive and review performance objectives, goals, prioritizing effectively whilst recognizing
mitigating, managing and reporting of risk immediately- Budget responsibilities: P&L responsibility for team's budget forecasts and monthly variance.
- 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.
- Foster a culture of zero tolerance on Client issues creating the highest Client compassion across all functions
- Develop a deep understanding of Client requirements and proactively create solutions to enhance Client experience
- Identify opportunities for optimization of service and processes eliminating MTPs and leveraging technology to drive transformation and improved client experience
Knowledge - Experience/Qualifications- Demonstrated strengths in Client Service, (external/internal customers), innovation, leading people, fostering collaboration/teamwork, ethical standards and managing risks.
- Excellent communication skills, including the ability to present to seniors effectively
- Strong execution skills in a multi-tasking mode, including the ability to delegate and follow up effectively
- Independently handle and manage Complex situations with Senior Stakeholders across Product/ Sales & Coverage Organizations across region, the Global Network and directly with Clients.
- Embraces change and has successfully executed large-scale transformations
- Excellent negotiation, influencing and conflict management skills
- Able to manage and influence effectively in a matrix environment
- In-depth knowledge of Operational processes
- Demonstrable track record in control and compliance, including detailed knowledge of Citi policies and procedures
- Experience in performing complex problem solving and business trade off decisions
- Demonstrated people leadership / governance / influencing
- Proven ability to meet new challenges, assimilate new information and to influence people through maturity of approach
- Proven ability to handle complex issues, system outages, changes, and recoveries
- Change Management / Process Re-engineering
- 10 + years of previous customer service experience required
- Proven leadership and ability to drive empowerment
- Proven problem-solving and conflict resolution skills
- Consistently deliver customer service that meets or exceeds clients expectations
- Demonstrated ability to build client relationship and achieve quality results
- Consistently demonstrate clear and concise written and verbal communication
- Bachelor's degree/University degree or equivalent experience
- Master's degree preferred
Skills/ Competencies- Driven, resilient and tenacious, able to apply the learning from setbacks or challenges to good effect
- Valuing Diversity- Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions for organizational success.
- Strong problem analysis and solution skills. Ability to execute against organizational priorities.
- Leadership and management of complex and regional/global operational functions
- Strong influencing skills and ability to work in an environment, which is fast evolving, and dynamic.
- Client centric - anticipates and is responsive to the needs of clients
- Ability to drive and lead the introduction of change, including regulatory in a challenging environment,
- Ability to work as part of and contribute to a high performing global leadership team
- Strong organizational and follow-up skills and the ability to multi-task effectively in a high-volume environment.
- Excellent interpersonal and communication skills
- Ability to create a positive culture in line with the O&T Operating principles
- Execution focused, overcomes obstacles, and minimizes bureaucracy
-------------------------------------------------
Job Family Group: Customer Service
-------------------------------------------------
Job Family:Institutional Client Management
------------------------------------------------------
Time Type:Full time
------------------------------------------------------
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.
Citigroup Inc. and its subsidiaries (Citi) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review .
View the poster. View the .
View the .
View the
