Citi Group Cash & Trade Proc Mgr - C12 DHAKA 

Bangladesh, Dhaka Division, Dhaka 

168350256

The Trade Service Professional (TSP) is a specialist in Trade products who works with clients one-on-one to identify their business needs and advise on product offerings that best meet those requirements. TSP’s also have end to end ownership of the Trade Transactions for their clients, inclusive but not limited to inquiries, investigations, quality and timeliness of service. This role will also be responsible to manage the Bangladesh team of TSPs while ensuring effective client service.

Key Responsibilities:

• Provide operational leadership to the Bangladesh TSP team
• Accountable for the performance and deliverables of the said cluster of TSPs
• Accountable for ensuring that the unit comply with the Citibank Risks & Control policies and processes
• Manage daily activities of the team including work allocations, reviewing performance of the TSPs and ensure efficiencies.
• Monitor metrics pertinent to client satisfaction, Develop and review metrics to gauge the health of managed clients across our client portfolios.
• Serve as a primary point of escalation for internal and external clients
• Create and monitor appropriate metrics for tracking the team’s performance
• Work in partnership with TTS Implementations, Sales, Product and Technical Partners for New Client on-boarding
• Work with product and sales teams to address and resolve customer issues efficiently
• Develop and review metrics, and monitor mechanisms to fully gauge the health of managed clients across our Corporate and FI portfolios.
• Ensure Quarterly Client Service Reviews for Trade services with focus on individual client scorecards
• Ensure and monitor the right focus is placed on reducing repeat discrepancies provided in client documentation by educating the client, providing analytics to clients to demonstrate the benefits of STP.
• Manage day to day senior client contact and handling of client issues with proactive follow up with the respective Operations; Sales; Product Management teams.
• Work with product and sales teams to address and resolve customer issues efficiently.

Skills:

• Excellent written and verbal communication skills
• Analytical skills and eye-for-detail
• Assertive & strong teamwork/interpersonal
• Motivated and self-driven with limited oversight requirements
• Mentor and motivate the team members on a time to time basis.
• Excellent decision making skills
• Critical and independent thinker
• Strong focus on Controls.
• Comes with a transformative mindset
• Ability to implement and drive initiatives for improvement

Education:

• Bachelor’s degree with 8-10 years of experience in Trade Operations/ Services.

Post Graduate (preferably Finance) with 6 years of experience (preferably Trade Operations/ Services).
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Time Type:

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