Head of Client Management

6 days ago

Singapore Citi Full time

Head of Client Management is a senior management level position responsible for client complaint governance franchise wise, accomplishing results through complaint analytics and oversee departmental deliveries on client excellence. The overall objective is to evaluate and report performance of franchise complaint governance, ensuring all KPI of complaint metrics meet Citi Global standards and expectations of our clients and Regulator. **Responsibilities**: - Lead client compliant management forum with Country Seniors and Control functions to track KPI metrics and ensure program management of complaints governance is complete and adequate. - Provide necessary process improvements from tracking of complaints trends and leadership on actions to improve the interaction and knowledge of the different client channels including digital, branches, contact center, and sales teams across country. - Ownership of reports of all complaints to ensure complaints are accurately identified. Ensure quality of entry of complaints and provide necessary feedback. - Manage necessary engagement and relationship with FIDReC, ABS, MAS, and related stakeholders to provide client resolution and supports. - Provide necessary guidance on complaint procedure review and training for client channels of contact center, branch, and Sales as needed. - Prepare and deliver performance appraisals and participate in talent review discussions. Coordinate activities related to the improvement of the overall employee satisfaction. - Ensure proper staffing (interviewing process), participate in the selection and on-boarding of new employees. - Lead the staff meetings, and hold separate staff meetings as needed to keep team up-to-date with business goals and decisions. - Ensure proper corrective actions are taken, in the area within scope, when control exceptions are identified via processes or audits. - Ensure procedures and regulations are current and available for staff members. - Ensure system entitlement reviews are completed in a timely fashion. - Maintain a position of trust and responsibility by keeping all customer business confidential. **Qualifications**: - 6-10 years of related experience in senior level role - Excellent and effective verbal communication and writing skills, - Excellent influencing and organizational skills - Excellent time management skills - Ability to work under minimum supervision, and leadership to work in team environment - Proficient project management skills - Ability to use Microsoft Office Suite (Excel, Word, Access, PowerPoint) **Education**: - Bachelor's/University degree, Master's degree preferred This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required. - **Job Family Group**: Customer Service - **Job Family**: Service - **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

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