Citi Commercial Bank

Citi Commercial Bank (CCB) provides wholesale banking solutions to companies that value Citi’s distinctive global capabilities and network. To do so, CCB leverages the full suite of Citi’s institutional (ICG) product capabilities: Cash Management, Lending, Trade Financing & Services, FX, Advisory and Capital Markets. Underscoring our commitment to Client Centricity, the Client Experience and Digital Transformation Lead executes CCB’s Client Delivery Roadmap in SG. The CET Lead works closely with internal and external stakeholders in devising, managing, and executing projects to deliver meaningful change across all touchpoints in the client journey - onboarding (Account Opening & CitiDirect BE setup), implementation, servicing. 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 Experience and Digital Transformation Roadmap. **Client Delivery**: Responsible to deliver best-in-class end to end client experience and their digital journey to daily servicing with continuous focus in electronic channels, constantly driving for improvement and closely monitor progress to provide transparency to all stakeholders **Service Support**: Oversee service standards and lead new initiatives to enhance efficiency and ensure effective delivery of internal servicing **Team Management & Control**: Effective management and development of team members, instill strong control and strive for excellence culture in the team **DAY TO DAY RESPONSIBILITIES**: The team drives focus on high-priority, high-impact issues to roll out initiatives which will add value to the SG franchise by effectively supporting business growth. The CET Lead will: - Devise, execute and deliver strategies to improve client delivery across the onboarding (Account Opening (Gateway) & CitiDirect BE setup), Implementation, and Client Services verticals - Lead and drive CitiDirect & Gateway initiatives through obtaining buy-in and stakeholder support to increase adoption, enhance client experience by way of conducting front office trainings, and engagement with relevant partners - Lead initiatives to design, review and implement actionable items with close collaboration with other business functions such as ASU, BSU, EB, TTS Client Onboarding, etc. to improve client onboarding process & experience - Lead the end-to-end digital client experience, through partnerships with stakeholders, utilizing available data and qualify end-user feedback to identify, reengineer and implement initiatives that elevate client delivery while optimizing operational efficiency to improve client processes, experience, and customer satisfaction on Gateway and CitiDirect. - Coordinate product testing on Gateway and CitiDirect with relevant stakeholders. - Work closely with CCB RM, Operations & other internal partners to ensure best-in-class service delivery & customer satisfaction to contribute to country VOC score - Manage customer survey (e.g. Voice of Client) and implementation of actionable items - Effectively manage and monitor customer complaints and follow up actions - Effectively manage team members, provide timely feedback, coaching and motivate team members and improve their performance/productivity - Organize training and knowledge sharing amongst the team members for best practices and knowledge sharing - Lead and implement initiatives to improve staff communication / awareness, job / workplace satisfaction that translate into VOE - Keep self and the team updated with internal and external compliance, policy, and regulatory developments to ensure full awareness and adherence to latest requirements - Ensure processes and records are updated according to internal and external requirements - **Job Family Group**: Commercial and Business Sales - **Job Family**: Commercial Sales Support - **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. View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**. View the **EEO Policy Statement**. View the **Pay Transparency Posting