The Client Onboarding Manager is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.
Responsibilities:
- Focuses on timely and accurate delivery of all account and product onboarding (cash and trade solutions), as well as delivering excellent customer service and resolution of customer issues.
- Responsible for customer interaction, documentation issuance, review and system setups.
- Responsible for various types of project management in the account and product onboarding space and managing cross-functional relationships with all teams.
- Performs day to day management of the account opening and product onboarding, including daily management of in-process, pended, and service-related activities, ensuring account and product requirements are clearly defined ensuring delivery of very high-quality service to customers and internal partners.
- Manage and co-ordinate Sales, RM, Product, Client Services and Operations partners to ensure client satisfaction - navigate bank on behalf of client, leveraging Citi's resources and escalation channels as required to ensure smooth delivery.
- Continuously reduce onboarding cycle time, minimize deal slippage and associated revenue conversion lead time.
- Accurately report project status, escalating effectively for “on hold” and slow-moving deals.
- Application of structured project management methodologies throughout the onboarding life cycle, ensuring effective project control and delivery to plan.
- Effective maintenance and communication of MIS and project metrics. Provide ongoing senior management updates on key projects as required.
- Enhanced client satisfaction should be reflected in positive client survey scores and documented during detailed post onboarding reviews
- Establishes risk management practice. 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.
- 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:
- 5-8 years of relevant financial client onboarding, documentation review, project management experience and related Cash products preferred.
- Good interpersonal communication skills. Able to communicate with internal and external business partners.
- Consistently demonstrates clear and concise written and verbal communication 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.
- Ability to partner with businesses and other support functions at senior levels in setting strategy and priorities.
- Should be open to working staggered hour /shift / over weekend and on public holidays. Able to strive under pressure and covert opportunity from risk.
- Proficient knowledge of English (written and spoken).
Education:
- Bachelor’s/University degree or equivalent experience
-
Job Family Group:
Customer Service-
Job Family:
Institutional Client Onboarding-
Time Type:
Full time-
Most Relevant Skills
Please see the requirements listed above.-
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.-
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
View Citi’s EEO Policy Statement and the Know Your Rights poster.