Asia Treasury and Trade Solutions CitiService and Client Experience Head

Citibank - More jobs by this advertiser
Asia Treasury and Trade Solutions CitiService and Client Experience Head-19003089

Primary Responsibilities

  • Reporting directly to Asia Regional TTS Client Operations Head, with matrix reporting to Global Client Experience Head, this position will directly manage Citiservice and Client Experience teams across the region
  • The incumbent will manage more than 400 FTE supporting multiple countries in the region.
  • Owns & Drives the Digitization Agenda across ALL processes from a Client Lens as the Primary Objective.
  • Provides strategic direction to ensure delivery of high quality customer service and client experience, reflected in a high degree of Customer Satisfaction for the TTS business.
  • Initiates and Executes Strategies to improve Client Experiences
  • Develops a deep understanding of Client requirements and proactively creating solutions to enhance Client experience.
  • Understands Client’s organization, culture and style and knowing how to engage most effectively.
  • Monitors the best Client Servicing practices in the industry and enhances our service model to create competitive advantage
  • Creates a deep engagement and partnership with Business Stakeholders and helps drive discussions with Client.
  • Owns Client issues End to End - related to TTS Senior Point of Contact/Escalation for the Business/Various Stakeholders related to Service initiatives/matters.
  • Trusted partner to the Business teams to support their Business Goals/Growth
  • Maintains a broad level of expertise across TTS products and services delivered to TTS Clients
  • Plays a pivotal role in key regional initiatives such as migrations, new products/markets, to ensure all Must Win Battles for the region is met.
  • Identifies and implements Process Improvement Initiatives through Digitization, Smart Automation and Elimination of Manual Touch Points.
  • Creates a broad internal networks to share product knowledge, process expertise and operational best practice via multiple channels
  • Champions /Sponsors Process Improvement Projects/System Enhancement Initiatives that would lead to enhanced client experience/ better efficiency.
  • Drives Overall Performance on Customer Satisfaction(VOC) Expenses and FTE Management.
  • Maintains Robust Control environment over the Service space
  • People Management – Attract, Groom, Coach and Retain Talent; ensuring high motivation levels - influencing direct managers and their teams to perform at the highest levels of productivity.
  • Demonstrates a high level of leadership standard, in line with Citi’s Leadership Standards.



  • Demonstrated strengths in:
    • Client handling (external/internal customers)
    • 10-15+ Years of Direct Operations Management – preferably a significant part in the Asia Region 
    • managing risk
    • innovation
    • leading people
    • fostering collaboration/teamwork
    • high ethical standards
  • An experienced manager with at least 25 years banking - and Service-Operations experience
  • In-depth knowledge of Operational processes  
  • Demonstrable track record in control and compliance, including detailed knowledge of Citi policies and procedures
  • Excellent communication skills, including the ability to present complex concepts successfully
  • Track record of strengths in people management and team building
  • Highly developed execution skills in a multi-tasking mode, including the ability to delegate and follow up effectively
  • A Senior Leader who will be able to Independently Handle and manage Complex situations with Senior Stakeholders across Product/ Sales & Coverage Organizations across Multiple Geographies and the Global Network.
  • Excellent negotiation, influencing and conflict management skills
  • Able to manage and influence effectively in a matrix environment
  • Skilled in strategic cost management, including detailed knowledge of Citi’s budgeting and financial planning processes
  • Recognized change leader



15 March 2019
Location: Singapore Singapore
Work type:
Full time
Banking and Financial Services
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

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