Tts Trade Client Executive, Client Success

Job Purpose:
A highly motivated TTS Trade Client Executive working in partnership with TTS Trade Client Management (TCM) and Coverage partners, along with Trade Client Services, Supplier Engagement, TTS Onboarding and TTS Technology Onboarding teams, to enhance the client experience and drive facility utilization, revenue realization and client retention, and identify cross sell opportunities. Enhance the client experience as the clients’ advocate within the bank, ensuring timely resolution of issues and making Citi easier for the client to work with. Proactively engage with clients to increase calling intensity, deepen the client relationship, and improve facility utilization. Responsible for encouraging client adoption of new and enhanced products related to existing facilities, including digitization of solutions, to improve the client experience and the client’s operational efficiencies.

Job Background/context:

- Trade and Working Capital Solutions seeks to deliver an exceptional client experience across the global network. To do so we must deepen the relationship with our clients through increased calling intensity and seek to broaden contacts within our clients’ organizations. We also must develop a better and more nuanced understanding of each client’s specific needs.
- Clients need an advocate who understands their operational processes and technologies, organizational structure, and business needs, and can support issue resolution, adoption of product enhancements, and even exceptions when needed, to ensure an optimal client experience.
- Citi is a global network across many geographies, products, and roles. When the client has an advocate who can navigate the Citi network, the client sees Citi as an effective and important banking partner. The Client Executive role is designed to join up the Citi network on behalf of clients, making Citi easier to work with and so increasing facility utilization.

Key Responsibilities:

- Drive an excellent Client Experience at the client level
- Penetrate the client organization and cultivate client contacts to build a trusted relationship and be responsible for driving superior client experience as measured by VoC, facility utilization and other KPIs
- Communicate client feedback on product enhancements, process improvements, servicing needs to relevant partners to improve the client experience
- Monitor Client Services’ MIS to ensure timely responses to all client related enquiries for portfolio
- Develop and maintain industry knowledge to add value to the client relationships
- Build an effective network working closely with Citibank colleagues to be an advocate for the client, enabling the best outcome for the client and for Citi.
- Drive revenue realization through proactive engagement with the client to increase facility utilization, and identify cross sell opportunities working with TTS Trade Client Management and Coverage partners
- Engage proactively with clients to increase facility utilization, identify incremental cross-sell opportunities within own portfolio and work with TCM and Trade Sales to execute
- Encourage the adoption of new and enhanced Trade and Working Capital products and solutions related to existing facilities, including digitization of solutions
- Drive revenue realization for deals in partnership with Supplier Engagement, TTS Onboarding and TTS Technology Onboarding teams, resolving and/or escalating any roadblocks
- Work in partnership with TCM, Coverage and Trade Implementations for the issuance and associated documentation for Guarantees/LCs, Trade Loans, including the One Working Capital initiative, and other Trade and Working Capital solutions
- Assist with client communication of Product migrations, regulatory change, and market updates
- Work in partnership with TCM in the preparation and delivery of Relationship Reviews, and with Client Services for Service Reviews
- Track portfolio revenues, revenue drivers (assets and facility exposures) and monitor against planned targets, communicate summaries and forecasts to Client Executive Head and TCM Head and ensure the Bank’s MIS systems reflects the clients’ exposures and financial metrics accurately, raising issues to Trade Product and BCMA as needed.
- Ensure compliance with TTS credit, risk and Trade Product policies, processes, and procedures
- Work with TCM and Coverage to ensure the clients’ credit needs are managed appropriately
- Assess risk/reward of transactions appropriately, demonstrating proper consideration for Citi’s risk policies and reputation and meeting returns hurdles
- Ensure client credit facilities are available to be utilized, with facility agreements, credit lines and GDRs current and with appropriate internal approvals in place
- Closely monitor client portfolio, including overdues, and implement risk mitigation solutions where necessary, and monitor challenged credits and escalate deteriorations as required.

Knowledge/Experience:

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