Job Description

The Client Onboarding Sr Client Advocate accomplishes results through ensuring excellent client service is being delivered, and advocate to ensure our Service guidelines are being adhered to. The successful incumbent will be responsible for ensuring that leading indicators are being adhered to as part of a proactive means of maintaining a high level of service, and providing a root cause analysis when there has been a degradation and communicating this message to our senior stakeholders as well as clients.

Developed communication and diplomacy skills are required in order to guide, influence others, in particular colleagues in other areas and external customers. Has responsibility for volume, quality, timeliness and delivery of end results of an area..

Responsibilities:

* Focuses on timely and accurate delivery of all account opening functions, as well as delivering superior customer service and resolution of customer issues.
* Monitors customer satisfaction and service level and drives process changes. Provides innovative solutions to clients.
* Performs day to day oversight of the account opening and maintenance processing, including daily management of in-process, pended, and service related activities, ensuring account opening requirements are clearly defined to support all scenarios of account opening and maintenance requirements, to include delivery of very high quality service to customers and internal partners.
* Responsible for various types of project management in the account services space, and managing cross-functional relationships with all teams.
* Efficiently and effectively manages new projects and ensures smooth cutover with minimized risks.
* Supports the planning and hire of right set of people, train, guide, coach, develop and appraise and reward people based on meritocracy.
* Supports the motivation of staff through constant interaction with the team.
* Responsible for trend analysis given from Voice of the Client feedback
* Understands client requirements and implements them correctly. Understands new customer requirements and ensures adequate support to new customer requirements and initiatives.
* Maintains a culture of risk and controls in the team through various processes and check points. Identifies means to reduce transaction defects (internal and external). Develops performance matrices to track defects, productivity. Ensures clean audit results.
* Engages in project planning. Develops training content, training materials, trackers for the migration.
* Supports training for new staff. Develops job descriptions for hiring. Manages subordinate supervisors and project staff. Manages occasionally complex and variable issues with significant departmental impact.
* Responsible for customer interaction, documentation issuance, review and system setups.
* Demonstrates high level of diligence, motivation and organizational skills.
*
Qualifications:

* Excellent interpersonal communication skills. Able to communicate with internal and external business partners.
* 7+ years in direct institutional client experience
* Previous mgmt. experience required
* Consistently demonstrates clear and concise written and verbal communication skills.
* Demonstrated Project management skills.
* Advanced execution skills in a multi-tasking mode. Exposure to Customer Service and handling of system, testing and rollouts.
* Ability to achieve business objectives without compromising on controls and risk parameters established. Ability to interact confidently with senior management and / or regulators. Ability to coach and develop people, identifying and retaining talent. Able to partner with businesses and other support functions at senior levels in setting strategy and priorities. Able to strive under pressure and covert opportunity from risk. Should be open to working staggered hour /shift / over weekend and on public holidays. To ensure excellent rapport with internal stakeholders including peers and seniors and duly provide inputs to the team and ensure timely resolution of all issues, wherever there are business risks and the issues need to get addressed such cases should be raised to the seniors forum for appropriate action and advice.
* Proficient knowledge of English (written and spoken).

Education:

* Bachelors/University degree or equivalent experience

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Job Family Group:

Customer Service

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Job Family:

Institutional Client Onboarding

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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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