Client Experience Management

Citibank - More jobs by this advertiser
Client Experience Management-18074445
Description
 
  • Proactively manage a global portfolio of client service relationships and ensure clients are satisfied with and trained on TTS products and services
  • Function as mentor for more junior service managers, while serving as ‘deputy’ to department manager
  • Take global ownership of client servicing issues and facilitate their resolution; engage Citi business partners, lead the Client Delivery team in focusing on issues and identifying opportunities to further differentiate Citi as an industry-leading service provider
  • Develop end-to-end capability, infrastructure and process improvement plan to support improved quality service
  • Maintain a detailed understanding of the client’s global profile, manage adherence to agreed service levels and lead regular service reviews to ensure client satisfaction
  • Act as client advisor and act in the client’s interest in driving cross-regional and cross-functional process improvement
  • Act as advisor to Client Sales Management team in identifying potential solutions/opportunities to address client needs
  • Provide global support and guidance to service partners to ensure a seamless client experience across regions; Drive metrics and participate in communication sessions with all constituents (i.e. Regional single points of contact and Service Delivery partners) about the metrics• Establish, provide inputs, and track operational metrics and service level requirements to achieve business goals

Qualifications
 
  • University graduate with over 5-10 years working experience or Master Degree with over 3-5 years working experience is preferable.
  • 5+ years of direct experience in managing client relationships
  • Demonstrated ability to provide outstanding client service at a senior level
  • Extensive TTS product knowledge, including detailed understanding of product functions, operational structure, and support processes
  • Strong analytical skills – the ability to analyze processes and systems, evaluate data, and identify process improvements
  • The ability to coordinate and lead colleagues in achieving a common objective
  • Exceptionally strong interpersonal and relationship-building skills
  • Strong project management and presentation skills, ability to lead cross-functional internal and external teams in meeting both short and long-term project deliverables
  • Have a strong sense of responsibility and commitment to teamwork
  



20 December 2018
Location: China Beijing Beijing
Work type:
Full time
Sector:
Banking and Financial Services
Profession:
Other
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

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