Vice President, Regional Client Experience

3 weeks ago

Singapore Citi Full time
Citi's Banking franchise is organized around three lines of business: Investment Banking, Corporate Banking and Commercial Banking. The unified Banking and International organization oversees the local delivery of the full firm to clients in each of the 95 markets where Citi has an on-the-ground presence

Citi Commercial Bank (CCB) provides wholesale banking solutions to SME and MME companies that value Citi's distinctive global capabilities and network. To do so, CCB leverages the full suite of Citi's Services, Markets & Banking product capabilities: Cash Management, Lending, Trade Financing & Services, Corporate FX & Derivatives, Securities Services, Advisory and Capital Markets etc.....

Underscoring our commitment to Client Centricity, the Client Experience & Digital Transformation role is part of the broader Product & Digital Transformation function and leads execution of CCB's Client Delivery Roadmap across our 12 markets in Asia. The CEDT Manager works closely with the Asia Product & Digital Transformation Head and the CCB Global Client Experience & Digital Transformation Office in devising, managing, and executing large regional projects to deliver meaningful changes across all touchpoints in the client journey - including but not limited to onboarding (Account Opening & Online Banking setup), implementation, servicing, KYC renewals, loans application and draw down and beyond.

In doing so the individual will be expected to work at a high level of independence and execute across functions, geographies, and hierarchies in delivering on CCB's Client Experience & Digital Transformation Roadmap.

Day-to-Day Responsibilities:

The small size and dynamic caliber of the team drives focus on high-priority, high-impact issues. The team works with the CCB Global Client Experience & Digital Transformation Office as the CCB Asia Project Management Office (PMO) to roll out initiatives in CCB Asia which will add value to the Asia franchise by effectively supporting business growth.

The CEDT Manager will:
  • Devise, execute and deliver regional programs to improve client delivery across the Onboarding, Implementation, KYC renewals, Client Services, loan application verticals
  • Assume product ownership of the CitiDirect Commercial Banking (CDCB) platform and its underlying client journeys, i.e. Onboarding, KYC renewals, Loans Management, Product Dashboard
  • Assume PMO responsibility for deployment of CDCB in new markets and of new CDCB features including:
  • business requirements gathering and Coverage and Clients
  • coordination and driving of UAT/PVT with Operations & Tech, Product, and Coverage stakeholders
  • prioritization of enhancements and management of Tech book of work
  • commercialization of new CDCB releases by way of conducting Banker & Sales trainings, engagement with Country CDCB Champions & Client Experience Leads.
  • Have oversight of and responsibility for end-to-end Client onboarding, Client experience and deliver on the Asia Scorecard TAT target
  • Utilize data and qualify end-user feedback to identify, reengineer and implement market-leading initiatives that elevate client delivery while optimizing operational efficiency
  • Unify and harmonize stakeholders across Coverage, Account Services, KYC Ops, Product, Servicing, Operations, Implementation etc... to improve Client onboarding processes
  • Lead internal discussions to obtain buy-in and stakeholder support
  • Ensure timely and accurate reporting to provide transparency over Client onboarding performance to CCB / non-CCB business partners and Management
  • Assume ownership of the overall Client Experience and serve as the Subject Matter Expert to resolve and alleviate pain points in the Client onboarding journey and Client support model.
Qualifications:
  • Finance, Accounting or related Business Management tertiary qualifications
  • Strong track record of academic excellence
  • 10+ years of experience in strategy consulting, finance or working on strategic projects within financial services
Preferred Skills:
  • Strong communication skills, written and verbal, to provide clear, detailed direction
  • Superior PowerPoint skills and ability to draw process maps to accurately document end-to-end workflows
  • Superior quantitative and qualitative analytical skills - strong ability to use big data and numerical information to make sound assessments and formulate constructive solutions/action plan.
  • Strong stakeholder management and project governance ability - adept at executing and managing multiple projects and programs simultaneously
  • Comfort and confidence in leading senior discussions to obtain support and buy-in
  • Clear and structured thinking and problem solving
  • Self-starter with strong organization skills and takes initiative once given direction/ framework to execute with minimal oversight
  • Collaborative work style: ability to interact effectively with partners across organizational and functional boundaries and hierarchies
  • Able to lead and influence others in a positive and collaborative manner in order to achieve results
  • Think creatively and use sound judgment when making business decisions.
  • Have strong awareness of the need for speed.
  • Proactively promotes collaboration, sharing of best practices and success transfer
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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Job Family Group:
Customer Service
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Job Family:
Institutional Client Management
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Time Type:
Full time
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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 Accessibility at Citi .

View the " EEO is the Law " poster. View the EEO is the Law Supplement .

View the EEO Policy Statement .

View the Pay Transparency Posting

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