Citi Group Head Treasury & Trade Operations FI Premium 

Australia, Western Australia 

637654778

The Head of CitiService FI Premium Service Manager is responsible for a team of FI Premium Service Managers in Australia & New Zealand, reporting directly to the CitiService Global FI Premium Head.

• The TTS Financial Institutions Premium Service Manager utilises their subject matter and industry expertise to develop, offer & maintain superior client experience. Develops an in-depth understanding of how areas collectively integrate across functions/locations as well as contribute to the objectives of the overall business. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic materials to identify potential process efficiencies/enhancements and/or carry out detailed client reviews. Excellent communication & diplomacy skills are required. Significant client portfolio at a regional level, demonstrating ability to influence, negotiate & collaborate with regional & global partners to achieve the desired outcome

Responsibilities of the FI Premium Service Manager:

• The Customer Service Senior Manager is a senior management-level position responsible for accomplishing results through the management of a team or department to drive client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to drive the seamless delivery of customer service support to external clients.

• Develop & maintain relationships with Sales, Client Executive teams within region, with formal engagement forums and execution plans to drive Client Experience initiatives.

• Develop & maintain relationships with FI Premium clients, inclusive of regular in person meetings, as required

• Drive consistency in Service delivery to meet global standards. Develop relationships and networks with CitiService heads across the region and globally

• The FI Premium Service Group Manager will be responsible to drive improvement in Service for our Premium FI Clients, with particular focus on the experience of Australia & New Zealand domiciled clients and their Citi experience with globally.

• Responsible for a portfolio of top clients acting as their advocate and owning the client experience relationship end to end across geographies and products.

• Simplifies the client experience and eliminates delays by taking ownership of cross-regional and cross-functional issues, navigating the global organization, and mobilizing the appropriate resources to ensure a timely and satisfactory resolution.

• Strengthens the client relationship and ensures the delivery of market-differentiating service by acting as the client’s advocate, anticipating client needs, and developing client confidence in Citi’s products and processes.

• Delivers proactive service management through relationship, scorecard, and billing analysis, combined with a detailed understanding of the client’s business and unique requirements.

• Takes global ownership of client servicing issues and facilitates resolution through engaging Citi business partners.

• Provides support and guidance to service partners to ensure a seamless client experience across regions.

• Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals.

• Appropriately assess risk when business decisions are made, demonstrating 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 behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency.

• The FI Premium Service Manager Head will also take personal responsibility for a small number of critical growth clients within the region

Responsibilities of the Head of TTS Operations:

• Oversee the Cash and Trade Operations/Transaction Services team or multiple teams

• Oversee the Commercial Cards Operations & Service for the Australia-New Zealand Client Base.

• Resolve highly complex and varying issues that have substantial potential impact

• Negotiate internally, often at senior levels (across functions) and with external parties, as needed

• Champion digitization initiatives

• Ensure that service to our client is being delivered as agreed in SLA’s, to the required level of performance and quality Promote and build dedicated client focus within your teams. Lead critical client service reviews, improving and maintaining high client satisfaction

• Right placement strategy of work to ensure work is completed in accordance with the appropriate risk, regulatory, cost and quality profile.

• Accountable for enhancing the risk and control environment for processes in line with the changing business and regulatory environment.

• Keep abreast of all Regulatory and Industry changes. Plan and solution for these changes. Determine client impact and develop plans to ready them for change.

• Ensure clean audit results, both internal and regulatory 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

As a successful candidate, you would ideally have the following skills and exposure:

• 10+ years of experience in a related role

• Good negotiation, influencing and stakeholder management skills

• Experience in trade / cash operations and management, in a banking industry, managing large teams

• In-depth Cash/Trade product and operations knowledge

• Robust strategic leadership and people management skills

• Consistently demonstrates clear and concise written and verbal communication

• Demonstrated ability to remain unbiased in a diverse working environment

Time Type:

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