Job Description

The core function of the role is to service and expand Federal Government Agency programs within Citis portfolio of accounts falling under the GSA SmartPay 3 Contract. Programs include complex Travel, Purchase, Fleet and Integrated card solutions and represent some of the largest commercial card programs in the world that support the nation's first and front-line responders, military, emergency relief and homeland security.

In addition to relationship building and management across multi-functional client contacts at senior and operator levels, the job includes cross-selling of additional Tier 2 products and services and growing program spend (e.g. next generation card solutions and improving efficiency of delivering Citis capabilities and service. Strong knowledge of Commercial Cards operations and Virtual Card solutions is a plus.

Function background/context:

* The core of the role is to maintain client satisfaction, support and drive program growth initiatives, while at the same time working to create a more efficient program and reduce the cost of service delivery.
* The role will require proactive monitoring and management of program metrics to achieve objectives.
* Work will include regular client meetings to identify new card-able solutions, solve problems, maintain service levels and address strategic issues.
* Work includes on-site engagement at multiple client locations.
* Ability to think analytically and creatively to identify client growth opportunities and to present business cases to senior executives persuasively.
* This role requires the engagement and leadership of a diverse set of internal partners to deliver services and solutions and will require leadership of internal partners in a coordinated fashion.
* Ability to establish and balance client relationships at both the working level relationships and senior levels concurrently.
* Manage cross-functional escalations across Technology, Product and Operations while maintaining a good understanding of both working level and strategic level impacts to the client.

Responsibilities:

* Interface with a portfolio of Clients to develop an understanding of their operating procedures, organization structures and needs in identifying and supporting the delivery Citi Products
* Work closely in partnership with Product, Operations and Coverage partners, focusing on revenue expansion and revenue realization through cross sell opportunities
* Engage with Federal agency clients at both the operating and senior executive level to solve problems using commercial best practices but within the Federal Government environment.
* Take ownership, lead and track specific customer issues/problems including pricing and billing issues and work with the customer and internal departments until issues are resolved
* Responsible for driving deals through Implementation ensuring ramp up of revenue from deals implemented and monitoring revenues to ensure retention of existing revenue, manage and report attrition across client portfolio
* Maintain client satisfaction, support and drive program growth initiatives, while at the same time working to create a more efficient program and reduce the cost of service delivery.
* Identify and coordinate new cross-sell opportunities within own portfolio
* Drive revenue realization on deals implemented in partnership with the Sales Team and Implementations
* Develop and maintain industry knowledge
* Penetrate client organization and cultivate client contacts working with Operations and Client Delivery to deliver superior client satisfaction
* Track all deals pending Implementation with Client Delivery and Operations partners
* Review, screen and co-ordinate timely responses to all clients related enquiries either personally or through redirecting to Service, ops or appropriate Product Specialists
* Coordinate and oversee (in partnership with Operations) the updating of customer account and/or product structures.
* Ensure CITIKYC/AML requirements met for new business opportunities and work in partnership with Operations and Implementations to ensure deals implemented and support provided to the client where necessary to drive revenue realization
* Assist with client communication of product migrations, regulatory changes and market updates for portfolio
* Coordinate and work closely with Sales Specialists for client Relationship Reviews and call briefing memos
* Responsible for monthly revenue analysis ensuring MIS systems accurately reflects account profitability; prepare summaries and forecasts communicating findings.
* Ensure AML enquiries handled promptly and thoughtfully ensuring adherence to Citi policies.
* Provide client feedback on product, process and service needs
* Work in close partnership with control functions such as Legal, Compliance, Market and Credit Risk, Audit, Finance in order to ensure appropriate governance and control infrastructure
* Build a culture of responsible finance, good governance and supervision, expense discipline and ethics
* Appropriately assess risk/reward of transactions when making business decisions
* Be familiar with and adhere to Citis Code of Conduct and the Plan of Supervision for Global Markets and Securities Services
* 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.

Qualifications:

* Candidate must have a minimum of 6 years of proven track record of successful client focused activity, Back Office Cash Management or Trade Operations Experience
* Advanced problem solving skills
* Excellent interpersonal skills
* Committed, Trusted team player

High energy and initiative
Time Management and Organizational Skills

Education:

Bachelors/University degree, Masters 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.

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Job Family Group:

Institutional Sales

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Job Family:

Account Management

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Time Type:

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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.

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